About the Role:

We are looking for a Senior Program Manager to own and scale the company's Broadband & Telecom vertical from an operations and performance standpoint. This role is essentially the end-to-end owner of the vertical, responsible for ensuring:

- Sales are compliant and submitted correctly

- Contact centre operations are efficient

- Retailer/vendor relationships are optimized

- SOPs are clearly defined and executed

- Performance targets are met through data-driven decisions

You will operate at the intersection of operations, commercial strategy, compliance, and stakeholder management, ensuring smooth execution across internal teams and external partners.

Key Responsibilities:

1. Vertical Ownership & Operations Management

- Own end-to-end operations of the Broadband & Telecom vertical

- Drive performance across internal sales channels and partner ecosystem

- Ensure adherence to SLAs, compliance standards, and submission timelines

2. SOP Design & Process Governance

- Design and implement SOPs from scratch based on partner/client requirements

- Establish compliance frameworks (maker-checker systems, audit processes)

- Continuously optimize processes for scale and efficiency

3. Contact Centre Operations Management

- Oversee contact centre performance (conversion, compliance, productivity)

- Identify gaps in lead handling, conversion, and sales quality

- Work closely with quality teams to ensure compliance adherence

4. Vendor / Retailer Management

- Manage relationships with telecom/broadband providers

- Negotiate commercials (commissions, incentives, volume-based pricing)

- Conduct performance reviews and drive partner accountability

5. Cross-Functional Collaboration

- Work closely with tech, product, compliance, and finance teams

- Enable automation of manual workflows (especially sales submission processes)

- Align internal teams with business and operational goals

6. Data-Driven Performance Management

- Track key metrics across sales, conversion, compliance, and revenue

- Use Excel and dashboards to identify trends and inefficiencies

- Challenge teams and partners using data-backed insights

7. Team Leadership

- Manage a core team (Quality Manager, Ops Specialist, Data Analyst)

- Drive performance and accountability across a broader cross-functional team (up to 5060 people indirectly)

- Build a culture of ownership, compliance, and execution excellence

Must-Have Requirements:

- 5-7 years of experience in operations / vertical management roles

- Proven P&L ownership or revenue accountability

- Experience in BPO / Contact Centre / Telecom industries

- Hands-on experience in creating SOP's from scratch

- Strong exposure to contact centre operations & compliance frameworks

- Experience managing cross-functional stakeholders (tech, product, finance, compliance)

- Strong analytical skills (Excel, performance tracking, reporting)

- Excellent written and verbal communication skills (client-facing, including international stakeholders)

- Stable career track record (minimum 3 years per organization)

Good to Have:

- Experience working with tech/product teams on integrations or automation

- Exposure to data analytics and dashboarding tools

- Understanding of AI-driven workflows in operations or comparison platforms

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