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About the Role

The AD, Partner Experience leads the operational infrastructure across Pattern's India-based ecommerce team for Europe, with a strong emphasis on AI, automation, and data visualization as the engine for driving brand performance and accelerating partner success. This is a role with real latitude to shape its own direction and make a direct, visible impact on how Pattern scales partner experience globally.

Responsibilities

• Manage 15+ Indian eCommerce Project Managers (EPM) across hiring, onboarding, training, and performance management.
• Own headcount planning and brand allocation to ensure optimal workload, coverage and capacity.
• Implement performance dashboards to measure success metrics effectively using data.
• Build and maintain the operational framework that supports the International Services organization in India.
• Design scalable workflows, service intake structures, and SOPs aligned with organizational needs.
• Establish service standards including SLAs and clear escalation pathways.
• Lead standardization and implementation of tasks across the European eCom Team.
• Ensure consistency in how teams execute, escalate, and report across regions.
• Build and maintain dashboards tracking key performance metrics for the India team.
• Translate operational data into leadership-ready insights on throughput, service demand, and bottlenecks.
• Identify and automate repetitive operational tasks by using AI and working closely with our Tech & Automation teams.
• Continuously improve operational efficiency and reduce friction between global teams.

Requirements

• Proven experience managing and developing operational teams or cross-functional leads (ideally experience with Offshore teams).
• Deep familiarity with project management tools (Asana, Jira, or similar) and workflow design principles.
• Strong understanding of SLA frameworks, service intake models, and escalation structures.
• Data-driven and analytical mindset with experience building and interpreting operational dashboards and reports.
• Exceptional written and verbal communication skills for working across global, cross-timezone teams.
• Self-directed leader who can build structure in ambiguous environments and drive alignment across stakeholders.
• Strategic and operational mindset.
• Experience working with international or distributed teams is a strong plus.

Skills

• AI
• Automation
• Data visualization
• Project management tools
• Workflow design
• SLA frameworks
• Service intake models
• Escalation structures
• Data analysis
• Dashboard building
• Reporting

Location

• Europe

Work Type

• Full-time

Experience Level

• Associate Director

Salary/Compensations

• Competitive salary and stock options

Benefits

• 28 days Holiday (increasing to 32 with each year of service)
• Competitive salary and stock options
• Private Medical Insurance + gym discounts
• Free breakfast and snacks in the office
• Enhanced Pension Scheme
• Cycle to Work scheme
• Enhanced Maternity and Paternity leave and pay
• 4 week work from anywhere policy
• Regular company socials
• Nursery Scheme

About the Company

• Pattern accelerates brands on global ecommerce marketplaces, leveraging proprietary technology and AI. Utilizing more than 46 trillion data points, sophisticated machine learning and AI models, Pattern optimizes and automates all levers of ecommerce growth for global brands, including advertising, content management, logistics and fulfillment, pricing, forecasting, and customer service. Hundreds of global brands depend on Pattern’s ecommerce acceleration platform daily to drive profitable revenue growth across 60+ global marketplaces—including Amazon, Walmart.com, Target.com, eBay, Tmall, TikTok Shop, JD, and Mercado Libre.
• We are looking for individuals who are Game Changers, Data Fanatics, Partner Obsessed, and a Team of Doers.