Lead - Services Sourcing

Supply Chain Management

Experience: 2-7 Years

Location: Gurgaon

Purpose of the Role:

Drive efficient, cost-effective, and agile procurement across Customer Experience and key indirect spend categories, ensuring speed, scale, governance, and superior execution aligned to business priorities.

Key Deliverables:

• Lead sourcing, onboarding, and management of partners for Customer experience operations across India
• Manage outbound call center vendors for Customer retention & Upsell / cross-sell campaigns
• Drive DoT compliance activities including Address Verification, Periodic verification for COCP, Term Cell CAF audits
• Manage CAF lifecycle including storage, warehousing, audit, and retrieval
• Handle bill delivery operations, including cost and logistics optimization
• Deliver cost leadership through effective negotiations, benchmarking, demand consolidation, and alternate sourcing strategies.
• Ensure zero delays in process rollouts and business requirements through proactive planning and strong vendor alignment.
• Build and manage a high-performing vendor ecosystem, including onboarding, contracting, and periodic performance reviews.
• Drive rate card finalization, standardization, and scale efficiencies across categories and geographies.
• Ensure strict adherence to procurement policies, governance, and audit requirements.
• Partner closely with CE, Admin, Finance, and Operations teams for seamless execution.
• Track procurement KPIs and drive continuous improvement & digitization initiatives.

What Were Looking For:

• Strong commercial acumen with proven negotiation and cost optimization skills
• Hands-on experience in CE sourcing and/or indirect sourcing categories
• High ownership with ability to operate in a fast-paced, high-pressure environment
• Strong stakeholder management and execution focus
• Analytical mindset with attention to detail

Preferred Background:

• MBA / PGDM (Supply Chain / Operations / Marketing)
• Experience in Telecom / FMCG / Retail / E-commerce
• Exposure to vendor ecosystems across call center, audit, verification , CX operations

Success Metrics:

• Cost savings / value delivered across categories
• On-time campaign and requirement fulfillment
• Vendor performance & SLA adherence
• Compliance and audit scores
• Stakeholder satisfaction