Project Manager, Gestión del Cambio, Gerente de Operaciones

Location: Ciudad Nezahualcoyotl

Mandate of the role

- Manage end‑to‑end transition and transformation of services, processes, engagements and teams into the new operating model, driving structured transitions with excellence in planning, execution, stabilization and knowledge transfer. Ensure alignment between global standards and local execution while securing operational stability and continuous process improvement and future transformation projects. Ultimately, drive smooth transitions and effective transformations.

Role responsibilities

- Lead end‑to‑end transition services, processes, projects and teams including planning, knowledge capture, Standard Operating Procedures (SOPs) development, transition schedules, and go‑live support.
- Coordinate the transition of processes, tasks, roles, and teams into the new MBC operating model while driving continuous process improvement to enhance efficiency and effectiveness.
- Drive documentation of processes, task mapping, and operational readiness for teams moving into the MBC.
- Ensure alignment between global standards and local execution, working with functional leaders across HR, Finance, Ops, and CK teams – including setup of for purpose governance and SLAs that ensure effective process control.
- Facilitate collaboration, risk management, and incentive alignment to ensure successful transitions and stabilization.
- Scope and drive process Transformation projects, identifying improvement potential, re-shape processes, technology improvements, ways of working, and functional integration across geography and teams with an end-to-end mindset.
- Manage transformation activities with embedding change management principles and strong focus on cultural competence to drive the adoption of new processes and fostering collaboration across diverse, multicultural teams.
- Capable of working with limited supervision and able to operate with high independence and seniority.

Profile

- Bachelor’s degree required (Business, Engineering, Operations, Administration, or related).
- PMP, Agile, and/or Prosci certifications.
- 5 to 8+ years of experience in PM, preferably in large transformations with proven results.
- Proven experience working in Shared Services/GBS/BPO environments, ideally managing transitions between sites or organizations in retail industry.
- Has previously established or scaled a service center or participated in a major transition.
- Advanced English Proficiency (B2-C1).
- Retail‑oriented mindset: pragmatic, hands-on, execution‑driven .
- Strong PM fundamentals: planning, risk mitigation, governance, reporting, stakeholder alignment.
- Change management and process oriented .
- Process management tools: i.e.;
Jira, Smartsheet, Lucid, Microsoft Visio.