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Job Role: Senior Product Manager - Customer Operations (One ERP)
Location: Bangalore
ABOUT UNILEVER
With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people – we believe that when our people work with purpose, we will create a better business and a better world.
At Unilever, your career will be a unique journey, grounded in our inclusive, collaborative, and flexible working environment. We don’t believe in the ‘one size fits all’ approach and instead we will equip you with the tools you need to shape your own future.
ABOUT GDT:
GDT is the global digital and technology engine of Unilever offering business services, technology, and enterprise solutions. GDT serves over 190 locations and through a network of specialized service lines and partners delivers insights and innovations, user experiences and end-to-end seamless delivery making Unilever Purpose Led and Future Fit.
About Us:
Wild are on a mission to remove single-use plastic from the bathroom, armed with our refillable, natural and scent-sational deodorants, body wash, and lip balm – and we’re only just getting started. We launched in 2020 and as a high-growth company we’re already one of Europe’s fastest growing start-ups.
Role Summary:
Scaling autonomous agents introduces a new and fast-moving cost dynamic on top of Wild's growing cloud estate: token consumption and model selection sit alongside compute, storage, networking, and data-processing spend that can all escalate quickly if left ungoverned. The FinOps Manager (AI & Token Economics Focus) owns the financial discipline behind Wild's cloud and AI transformation — ensuring the GCP environment and every agent workload run cost-efficiently, transparently, and deliver measurable ROI at scale.
This role blends cloud infrastructure financial management with deep AI-specific cost expertise. You will track and manage consumption across the full GCP services footprint — compute, storage, networking, data/BigQuery, and AI/Agent Builder — as well as Snowflake credits, building clear visibility into where spend goes by service, model, agent, team, and use case. You will own cloud budgets and guardrails, drive infrastructure optimisation (rightsizing, autoscaling, committed-use discounts), and partner with engineering to tune both infrastructure utilisation and token usage. You translate technical activity into business economics — cost per task, cost per outcome, and value realised.
You are the team's commercial conscience and the owner of Wild's FinOps practice. As Wild moves from experimentation to a growing, always-on cloud and agent portfolio, you establish the processes, tooling, KPIs, and cost-accountability culture that keep investment decisions evidence-based, infrastructure and AI spend predictable, and the platform delivering a clear, defensible return.
Key Responsibilities
• Establish and run Wild's FinOps practice hands-on — processes, tooling, KPIs, and a cost-accountability culture — personally owning day-to-day cost tracking, optimisation, and reporting.
• Track and manage cloud consumption across the full GCP services footprint — compute, storage, networking, data/BigQuery, and AI/Agent Builder — alongside Snowflake credit usage and AI token consumption.
• Own GCP cloud billing and cost management: billing accounts, budgets and alerts, billing/BigQuery exports, resource labelling/tagging, and a clean cost-allocation hierarchy across projects and environments.
• Deliver cost visibility and reporting using native GCP tooling and third-party FinOps/cost-management platforms (e.g. Cloudability-class tools) — dashboards of actual vs. budget, spend drivers, and usage peaks that are relevant, meaningful, and actionable.
• Drive cloud infrastructure cost optimisation: rightsizing, autoscaling, scheduling, idle/orphaned-resource cleanup, storage tiering, and committed-use / sustained-use discounts and reservations — partnering with Cloud Operations and engineering on implementation.
• Govern token economics: monitor token consumption, model usage, and unit costs; identify and drive AI-specific optimisation opportunities.
• Manage GCP commitment and contract economics: monitor and report committed-spend thresholds against agreements, drive burn-down of enterprise commitments, and evaluate cloud marketplace procurement to achieve lower unit pricing.
• Build financial models and Total Cost of Ownership (TCO) analysis for services, agents, and major cloud workloads; produce forecasts that account for planned changes and new workloads.
• Run chargeback/showback: calculate the monthly/quarterly costs allocated back to teams and business units, reconciled with Finance through agreed financial processes.
• Define and report ROI: cost per task/outcome, value realised, and payback for each agent use case and major cloud workload.
• Define, measure, and track FinOps KPIs at practice and service level.
• Detect anomalies and prevent runaway spend across infrastructure and AI through alerting, guardrails, and tagging-compliance reporting.
• Partner with and enable business and engineering teams on managing cloud and AI spend, and surface cost-value analysis to inform investment prioritisation.
Required Skills & Experience
• 5+ years in FinOps, cloud cost management, or technology finance — including capacity forecasting, cost optimisation, and financial reporting in a large service-operations environment.
• Experience establishing and running FinOps practices hands-on — embedding tooling, KPIs, and governance — with strong stakeholder-management skills.
• Strong hands-on experience managing GCP cloud spend using native tooling (Cloud Billing, budgets and alerts, billing/BigQuery exports, cost recommendations) and third-party FinOps/cost-management platforms (e.g. Cloudability-class tools), including monitoring and reporting tools/APIs.
• Solid understanding of cloud infrastructure cost drivers (compute, storage, networking, data services) and optimisation levers: rightsizing, autoscaling, scheduling, committed-use discounts, and reservations.
• Understanding of LLM/AI cost drivers: tokens, model tiers, inference, embeddings, and data processing.
• Experience with cloud commitment/contract economics, Total Cost of Ownership (TCO) analysis, and financial modelling of services and workloads.
• Strong grasp of cloud billing data and cross-charging/chargeback processes; ability to build cost models, dashboards, and ROI/unit-economics analysis spanning both infrastructure and AI consumption.
• Familiarity with Snowflake consumption/credit economics, and with cloud tagging/labelling, cost-allocation hierarchies, and resource governance.
• Ability to liaise with and influence stakeholders across IT, finance, and business; excellent communication in both technical and non-technical contexts.
• Strong commercial acumen and the ability to operate independently and drive initiatives through to completion.
Preferred Qualifications
• FinOps Certified Practitioner (or equivalent).
• GCP cost-management or Google Cloud Digital Leader certification.
• Any appropriate financial qualification (e.g. accounting or finance).
• Hands-on experience with GCP billing exports, BigQuery-based cost analysis, and third-party FinOps tooling.
• Experience governing both cloud infrastructure and AI/ML workload costs, ideally in CPG, retail, or consumer brands.
• Bachelor's in Finance, Economics, Business, or a technical discipline.
Key Success Metrics
• Cloud consumption under active management: 100% of GCP services and Snowflake spend tracked, labelled, and allocated to an owner and use case.
• Tagging/labelling compliance at or above the agreed target across GCP and Snowflake.
• Commitment utilisation: committed-spend agreements tracked and burned down on plan, with no forfeited commitments.
• Infrastructure efficiency: measurable utilisation improvement and savings from rightsizing, autoscaling, and commitment/reservation coverage.
• Cost per automated task / per outcome trending down over time.
• Forecast accuracy: actual vs. budgeted cloud and AI spend within an agreed tolerance (e.g. ±10%).
• Chargeback accuracy: monthly/quarterly cost allocations reconciled with Finance with minimal adjustments.
• ROI clarity: every production agent and major cloud workload has a documented cost-value / TCO case.
• FinOps practice maturity: defined KPIs met and anomaly detection in place, with zero unbudgeted overruns past threshold.
Collaboration & Stakeholders
• Lead Manager – AI Platform & Engineering (cost-aware architecture, infrastructure sizing, and prioritisation).
• AI Developer and Data Engineer (workload and pipeline optimisation).
• Cloud Operations and GCP cloud platform / infrastructure teams (optimisation implementation).
• Wild and Unilever finance teams (budgeting, forecasting, and chargeback reconciliation).
• Business platform owners / relationship managers, and procurement / cloud-vendor management.
Why This Role Matters
This role protects the economics of Wild's cloud and AI transformation. Both cloud infrastructure and agentic AI can scale spend as fast as they scale value — without a disciplined FinOps practice, utilisation drifts, commitments are forfeited, ROI erodes, and budgets become unpredictable. By establishing the practice and making the entire GCP and AI consumption picture visible, controllable, and tied to outcomes, the FinOps Manager ensures Wild's investments remain efficient, defensible, and sustainable as the platform and agent portfolio grow.
LEADERSHIP SKILLS
CARE DEEPLY: We care about how consumers experience our brands, the growth and development of our people, and their impact on the planet. We emphasize the importance of performance and care, moving from ambiguity about success to fairness and transparency.
FOCUS ON WHAT COUNTS: We prioritize what truly matters, setting clear and stretching goals. We aim to shift from having everything as a priority to focusing on fewer, bigger things that are delivered to conclusion and are being rewarded.
STAY THREE STEPS AHEAD: We encourage bold and creative thinking to make breakthroughs in performance. We focus on anticipating and staying ahead of consumer needs and external trends, shifting from reacting to leading, shaping, and disrupting the market.
DELIVER WITH EXCELLENCE: The emphasis is on delivering everything with excellence and pace, taking personal ownership, and holding each other accountable. We aim to shift from pride in thinking to pride in execution, developing breakthrough solutions and ensuring the best outcomes.
Our commitment to Equality, Diversity & Inclusion
Unilever embraces diversity and encourages applicants from all walks of life! This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.