Head of Engineering Operations GPO

Job Title: Head of Engineering Operations GPO Job Description We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are. Join us and be part of this journey towards greater opportunities and brighter futures. Organisation: Concentrix — Global Product Organisation (GPO), iX Suite Reports to: VP Engineering, iX Suite (solid line) · GVP, Global Product Organisation (dotted line for GPO-level operations) Location: Remote-first, EMEA time-zone overlap required · Travel to key hubs as needed Level: Senior Director · People manager About the Organisation The Global Product Organisation (GPO) builds the iX Suite , Concentrix's AI product family and one of the fastest-growing enterprise AI businesses at scale. The suite spans three product streams — Customer AI (iX Hello) , Agent AI (iX Hero) , and Intelligence (iX Wisdom) — unified by shared Core Services and a common platform layer. We compete directly with the leading AI-native CX players and platform incumbents, and we operate with the pace and accountability of a scale-up inside a Fortune 500 company: hard delivery gates, aggressive ARR targets, and a distributed engineering organisation of 350+ engineers across multiple geographies. Role Purpose The Head of Engineering Operations owns the operating system of the organisation at two levels: Engineering level — running the full operational machinery of the iX Suite Engineering organisation (350+ FTE across five engineering pillars): cadence, program management, financial operations, workforce planning, vendor management, metrics, and communications. GPO level — extending that operational discipline across the whole Global Product Organisation (470+ FTE): cross-pillar operating rhythm with Product, Design, Delivery, and Commercial counterparts; GPO-wide planning cycles; leadership and board-level reporting; and company-level transformation programs. This is not a support role. It is a leadership seat that converts strategy into execution — the person who makes a large, fast-moving product organisation predictable, measurable, and efficient, and who gives the VP Engineering and GPO leadership the leverage to focus on product, technology, and customers. Key Responsibilities 1. Operating Rhythm & Governance Design and run the leadership operating cadence: leadership team meetings, 1:1 structures, skip-levels, operational reviews, OKR reviews, and All Hands — at Engineering level and, in coordination with the GVP office, at GPO level. Own the single source of truth for decisions, actions, and commitments across the leadership team; drive follow-through and accountability. Choreograph annual and quarterly planning cycles (OKRs, roadmapping inputs, budget cycles) across Engineering and in alignment with GPO-wide planning. 2. Program Management Office (PMO) Build and lead the Engineering PMO: Technical Program Managers embedded in the product streams (dotted line), plus cross-stream release and launch management. Run the program office for company-level milestones and delivery gates, ensuring cross-stream and cross-pillar dependencies are visible, sequenced, and unblocked. Own the weekly release train across all streams, coordinating with Product and Delivery counterparts. 3. Financial Operations & EPM Own Engineering financial operations: budget planning, forecasting, actuals tracking, and cost allocation by product stream (labour, cloud/COGS, tooling, vendors). Own the Enterprise Performance Management (EPM) platform for Engineering and drive its adoption at GPO level as the common planning and reporting backbone. Lead multi-million-dollar non-labour efficiency programs (cloud, tooling, vendor consolidation) with clear savings tracking and CFO-grade reporting. 4. Workforce & Headcount Planning Own headcount planning, location strategy inputs, and org data integrity for Engineering; support GPO-level workforce planning consolidation. Run hiring pipeline operations in partnership with the embedded HR/Recruiting Partner: prioritisation, approvals, tracking, and onboarding logistics. Ensure new engineers are effectively onboarded into GPO tooling, processes, and culture; remove structural blockers that slow ramp-up and time-to-productivity. Operationally support org design changes and restructuring programs, including transition choreography, communications sequencing, and stabilisation follow-through. 5. Reporting, Metrics & Executive Communication Produce the monthly leadership pack for the GVP and the recurring GPO/board-level reporting: progress against gates, ARR-linked delivery commitments, headcount, financials, risks. Own Engineering's contribution to the Weekly Business Review (WBR): slides prepared on time, data accurate, action items tracked to closure, and risks escalated proactively. Own the Engineering metrics stack (delivery velocity, DORA-class metrics, quality, reliability, cloud cost per stream) and the GPO operational scorecard. Champion AI-first development practices and tooling rollout, including GitHub Copilot adoption and DevLake-based engineering effectiveness measurement. Prepare executive materials for QBRs, board sessions, and cross-pillar governance forums. 6. Vendor & Procurement Operations Manage the Engineering vendor portfolio (SaaS, cloud, contractors, tooling): contract lifecycle, renewals, negotiations support, and spend governance. Standardise vendor and procurement operations across GPO where mandated, in partnership with central Procurement, Legal, and Security. 7. Communications, Engagement, Culture & Growth Own the Engineering communications calendar and All Hands choreography, in partnership with the Comms/Engagement Lead; extend to GPO-wide moments where required. Run engagement measurement (surveys, pulse checks) and coordinate follow-up action plans with leadership. Protect and scale culture rituals through periods of high change (reorganisation, rapid hiring, delivery pressure). Champion the growth and learning agenda for engineering teams: structured learning paths, technical upskilling (including AI-assisted development), certifications, and mentoring programmes — in partnership with People Solutions/HR. Support career development operations — promotion cycles, skills mapping, and engineering-specific talent initiatives — and extend the learning and development agenda to GPO level where required. 8. GPO Cross-Pillar Operations Act as the operational counterpart to Product, Design, Delivery, and Commercial operations leads; align cadences, planning calendars, and reporting definitions across pillars. Own or co-own GPO-wide operational programs delegated by the GVP office (planning cycles, operating model rollouts, tooling standardisation, transformation initiatives). Serve as escalation and coordination point for cross-pillar operational friction. 9. Platform Engineering & Tooling Oversee the management and evolution of the engineering platform — GitHub organisation, CI/CD pipelines, Cloudflare/WARP, VPN, developer tooling, and cloud infrastructure governance across Azure, AWS, and GCP. Ensure consistent adoption of Jira, Confluence, and GitHub standards and agile practices across all engineering streams; partner with Agile Delivery Coordinators to drive discipline and data-driven decision-making. Coordinate with IT, Networking, and Security teams to keep platform operations running smoothly and reduce friction for engineering teams. 10. Compliance, Security & IT Liaison Act as operations lead for security certification and compliance programmes — PCI DSS, HiTrust, ISO 27001, ISO 22301, ISO 42001, and HIPAA assessments — coordinating GPO's Compliance Programme in partnership with Product Management and Global Security. Serve as the senior point of contact for GPO Engineering with Global Security (CDOC), IT Infrastructure, and Networking; coordinate responses to security incidents and drive closure on long-standing blockers (e.g. Cloudflare SSO, GitHub rollout, WARP integration). Roll out the new IT operations model under the coordination of GPO Engineering — establishing clear ownership, adoption across teams, and alignment with Global IT, Networking, and Security. Team Direct reports include the Engineering Program Manager Lead and Quality Assurance Lead, with dotted-line leadership of the embedded HR/Recruiting Partner, and the Comms Manager. The role is expected to grow the function pragmatically — internal reallocation first, external hiring only where capability gaps are proven. What Success Looks Like First 30 days Engineering charter reviewed and expectations aligned with the VP Engineering and GPO leadership. Clear view established of all active engineering workstreams — status, risks, and owners. Ownership taken of the compliance certification programme, with a sustainable operating model in place. Regular cadence implemented for WBR preparation and engineering-level risk reporting. First 3 months Engineering and GPO operating cadence running reliably; leadership pack and GPO reporting produced on time, every time, with zero chase-downs. PMO stood up: TPgM coverage on all major streams, release train operating weekly, top cross-pillar dependencies visible and managed. EPM platform live for Engineering budget, forecast, and cost allocation by stream. First 6 months Non-labour efficiency program delivering committed savings with auditable tracking. Headcount and workforce planning integrated into a single planning motion with Finance and HR; org data trusted by default. GPO-level operating rhythm adopted across pillars; the function recognised by GPO leadership as the operational backbone of the organisation. Required Experience & Qualifications 12+ years of experience, including 5+ years leading Engineering Operations, Business Operations, PMO, or Chief of Staff functions in a software product organisation. Proven track record operating engineering organisations of 150–500 FTE, ideally multi-stream/multi-product and globally distributed. Strong financial fluency: opex and COGS management, budget cycles, cost allocation models, and hands-on experience with EPM/FP&A platforms (e.g. Jedox, Pigment, Anaplan) and BI tooling. Demonstrated PMO leadership: program governance, release management, dependency management across large cross-functional programs. Experience running or operationally supporting significant organisational change (restructuring, M&A integration, operating model shifts). Executive-grade communication: able to produce board-ready materials and represent the organisation in senior forums. Comfortable in high-pressure, gate-driven environments with hard external commitments; bias to structure, speed, and follow-through. Fluent English & Romanian ; experience working across EMEA/US/India time zones. Nice to Have Experience in AI/ML product organisations or CX/CCaaS/enterprise SaaS. Exposure to matrixed BPO/enterprise environments and cross-pillar (Product/Delivery/Commercial) operating models. Familiarity with engineering productivity and delivery metrics frameworks (DORA, SPACE) and modern engineering tooling estates. Competencies Systems thinking · Operational rigour · Executive presence · Influence without authority · Financial acumen · Change leadership · Discretion with sensitive information · Low ego, high ownership Concentrix is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, colour, religion, gender, sexual orientation, gender identity, national origin, disability, or age. Location: ROU Bucharest - 63-69 Dr. Iacob Felix Street Language Requirements: English Time Type: Full time