COE - Customer Succes Operations

Zycus is a global leader in Source-to-Pay (S2P) procurement software, helping large enterprises drive efficiency, compliance, and measurable value across their procurement and finance operations. Trusted by leading Fortune 1000 organizations worldwide, Zycus enables procurement teams to move from cost control to strategic value creation.

At the core of Zycus’ platform is Merlin AI, an advanced AI-powered engine that brings intelligence, automation, and predictive insights across the entire procurement lifecycle—from sourcing and contract management to procurement, invoicing, and supplier management. Merlin AI empowers Chief Procurement Officers and finance leaders to make faster, smarter decisions with real-time visibility and actionable insights.

Zycus is consistently recognized by top industry analysts such as Gartner, Forrester, and IDC for its innovation, depth of functionality, and strong customer outcomes. Known for its enterprise-grade solutions, global delivery model, and customer-first mindset, Zycus partners closely with organizations to modernize procurement and unlock long-term business value.

With a strong global presence across North America, EMEA, and APAC, Zycus continues to invest aggressively in product innovation, AI-led capabilities, and brand leadership—shaping the future of intelligent procurement.

We Are An Equal Opportunity Employer:
Zycus is committed to providing equal opportunities in employment and creating an inclusive work environment. We do not discriminate against applicants on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected characteristic. All hiring decisions will be based solely on qualifications, skills, and experience relevant to the job requirements.

The COE (Center of Excellence) - Center of Excellence, US Delivery will lead operational excellence initiatives for Zycus’ US Delivery organization from the Mumbai headquarters. This strategic role will serve as the operational anchor for the Americas delivery team, driving efficiency, scalability, and alignment across systems, processes, and cross-functional teams. The role will interface deeply with Zycus’ internal ecosystem—including Finance, Legal, Engineering, and Product—and act as the operational liaison between US Delivery and global teams.

Objectives 

• Establish and lead a Center of Excellence (CoE) focused on optimizing delivery operations for the US region. 

• Lead org-wide strategic improvement initiatives. Identify and eliminate inefficiencies, pain points, and bottlenecks across delivery workflows. 

• Drive strategic programs to enable rapid adoption of AI in day-to-day operations 

• Ensure rationalization, seamless integration and utilization of systems such as Salesforce, ChurnZero, and internal tools.  

• Establish a single source of truth for customer data across Support, Implementation, and Customer Success. Improve access to operational data and insights for better decision-making. 

• Help drive consistency and performance measures for functional teams by defining standardized metrics, dashboards, and reporting frameworks 

• Drive alignment and collaboration with Global Delivery peers to ensure consistency and best practices. 

• Act as the “eyes and ears” for the Chief Customer Officer at Zycus Mumbai HQ, ensuring visibility and responsiveness to operational needs. Monitor trends, surface risks, and recommend corrective actions proactively. 

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Key KPIs 

• Reduction in operational inefficiencies (e.g., time-to-deliver, manual processes) 

• AI adoption across functions and impact of AI initiatives 

• System adoption and utilization rates (Salesforce, ChurnZero, etc.) 

• Stakeholder satisfaction across internal teams (Delivery, Finance, Legal, Engineering) 

• Accuracy and timeliness of reporting and insights 

• Collaboration with Global Delivery on systems and practices 

Core Competencies 

• Deep understanding of delivery operations in a SaaS or enterprise software environment 

• Strong familiarity with systems like Salesforce, ChurnZero, and project management tools 

• Ability to navigate and influence cross-functional teams (Finance, Legal, Engineering) 

• Ability to manage and deliver multiple projects 

• Operational strategy and process optimization 

• Data-driven decision-making and reporting 

• Stakeholder management and executive communication 

Experience & Qualifications 

Required: 

• 10+ years in CS operations, Customer Support operations, program management or CoE leadership roles 

• Experience in enterprise SaaS or procurement technology environments 

• Proven success in driving operational transformation 

Ideal: 

• Ace communicator. Must be able to communicate across levels and complexities 

• Experience working with global teams, especially US-based delivery organizations 

• Familiarity with Zycus ecosystem or similar procurement platforms 

• Experience in leading or contributing to AI transformation projects 

• Strong systems orientation (Salesforce, ChurnZero, analytics tools) 

Nice-to-have: 

• MBA or equivalent advanced degree 

• Experience in change management or organizational design 

What We Offer 

• A strategic leadership role with high visibility and impact 

• Opportunity to shape the future of delivery operations for the US region 

• Collaborative culture with global exposure 

• Competitive compensation and benefits 

• A chance to work closely with executive leadership and influence company-wide outcomes