Senior Program Manager - Broadband & Telecom
Jaipur
Operations
1 Openings
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 50–60 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 SOPs 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
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 50–60 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 SOPs 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
Recruitment Notice
“Due to high interest, our team connects only with candidates whose profiles closely match the role mandate.”
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