Senior Program Manager, eCommerce

Role Overview:
The Program Manager for eCommerce is responsible for the end-to-end management of complex roadmaps for partners such as TikTok and Lazada. This role drives acceleration projects, leads partner engagement, and ensures a best-in-class experience for all eCommerce partners. The Program Manager will deliver existing functionality, build and deliver reusable solutions for new requirements, and templatize implementation processes including requirement gathering, configuration, and development.

Key Responsibilities:

• Roadmap & Program Management:
• Identify key capabilities required for eCommerce partners and collaborate with product teams to define, build, and roll out the product roadmap, focusing on enabling partner distribution, accelerating onboarding, and driving incremental revenue.
• Manage complex, multi-partner roadmaps and ensure timely delivery of all program milestones.
• Deliver existing functionality to partners and build reusable solutions for new requirements, ensuring scalability and efficiency
• Templatized Implementation:
• Lead requirement gathering, configuration, and development for new eCommerce partner programs.
• Redesign end-to-end processes across business, operations, underwriting, claims, and technology to embed solutions into partner journeys
• Partner Engagement & Experience:
• Drive partner engagement by embedding the platform into eCommerce partner ecosystems and ensuring it becomes the default solution for insurance distribution and service.
• Champion automation, data integration, and API-driven models to reduce friction and increase speed to market
• Collaborate with regional and local stakeholders to champion changes in key process areas, including products, rating, and partner experience.
• SLAs / TAT Optimization:
• Establish and track clear adoption KPIs (e.g., partner integration rates, transaction volumes, digital sales share, time-to-market for new launches) to define optimized SLAs and turnaround times for new programs
• Production Incident Support:
• Provide production incident support by collaborating with technical teams and stakeholders to resolve issues impacting platform availability or partner operations, ensuring timely communication and resolution
• Governance, Reporting & Continuous Improvement:
• Own and manage regular program governance, reporting progress, highlights, and risks to leadership.
• Track and report business and adoption outcomes (revenue, cost savings, customer experience improvements).
• Identify risks and dependencies across business functions, proactively mitigating them to safeguard timelines and results.
• Continuously gather feedback from markets and partners to inform product enhancements and adoption strategies
• Change Management & Training:
• Drive cultural and behavioral change across internal and external stakeholders to embed the platform as a business growth enabler.
• Design and deliver training programs for regional & country teams and partners to maximize adoption and effective use
• Identify key capabilities required for eCommerce partners and collaborate with product teams to define, build, and roll out the product roadmap, focusing on enabling partner distribution, accelerating onboarding, and driving incremental revenue.
• Manage complex, multi-partner roadmaps and ensure timely delivery of all program milestones.
• Deliver existing functionality to partners and build reusable solutions for new requirements, ensuring scalability and efficiency
• Lead requirement gathering, configuration, and development for new eCommerce partner programs.
• Redesign end-to-end processes across business, operations, underwriting, claims, and technology to embed solutions into partner journeys
• Drive partner engagement by embedding the platform into eCommerce partner ecosystems and ensuring it becomes the default solution for insurance distribution and service.
• Champion automation, data integration, and API-driven models to reduce friction and increase speed to market
• Collaborate with regional and local stakeholders to champion changes in key process areas, including products, rating, and partner experience.
• Establish and track clear adoption KPIs (e.g., partner integration rates, transaction volumes, digital sales share, time-to-market for new launches) to define optimized SLAs and turnaround times for new programs
• Provide production incident support by collaborating with technical teams and stakeholders to resolve issues impacting platform availability or partner operations, ensuring timely communication and resolution
• Own and manage regular program governance, reporting progress, highlights, and risks to leadership.
• Track and report business and adoption outcomes (revenue, cost savings, customer experience improvements).
• Identify risks and dependencies across business functions, proactively mitigating them to safeguard timelines and results.
• Continuously gather feedback from markets and partners to inform product enhancements and adoption strategies
• Drive cultural and behavioral change across internal and external stakeholders to embed the platform as a business growth enabler.
• Design and deliver training programs for regional & country teams and partners to maximize adoption and effective use
• 5+ years experience in program management, preferably in eCommerce partnerships.
• Strong stakeholder management and partner engagement skills.
• Proven track record in delivering complex projects and building scalable solutions.
• Experience in process optimization, automation, and digital transformation.