Program Manager – Telecom Services & Customer Operations

Job Title:

Program Manager – Telecom Services & Customer Operations

Location:

Panvel, Mumbai

CTC:
Up to ₹15 LPA

Job Summary:

We are looking for an experienced Program Manager to lead customer transitions, service delivery programs, and customer relationship management activities within telecom service and repair operations. The role will be responsible for ensuring customer satisfaction, managing program profitability, driving business growth, overseeing project transitions, and maintaining strong stakeholder relationships across multiple locations.

Key Responsibilities:

Project Planning & Program Management

• Understand customer requirements and translate them into project plans, milestones, and timelines.

• Prepare and review project plans with internal and customer stakeholders.

• Manage customer transitions from planning through execution and handover.

• Coordinate with cross-functional teams to ensure successful project delivery.

• Conduct regular governance and review meetings with stakeholders.

• Monitor project progress and ensure timely completion of deliverables.

Customer Engagement & Service Delivery

• Build and maintain long-term customer relationships.

• Conduct regular customer reviews, meetings, and business updates.

• Ensure customer concerns and escalations are resolved within agreed timelines.

• Drive customer satisfaction and continuous service improvement initiatives.

• Monitor service delivery KPIs and ensure SLA compliance.

• Work closely with delivery teams to ensure smooth operational handovers.

• Maintain visibility of customer requirements, forecasts, and inventory planning.

Stakeholder Management

• Understand customer expectations and communicate them effectively to internal teams.

• Develop productive relationships with customer decision-makers and key stakeholders.

• Participate in governance meetings and business reviews.

• Manage customer expectations related to scope, timelines, and deliverables.

• Ensure operational processes remain agile and responsive to changing customer requirements.

Business Growth & Opportunity Analysis

• Identify opportunities to expand existing customer programs and services.

• Analyze market trends and customer requirements to support business growth.

• Support acquisition of new customers and expansion of existing accounts.

• Develop and implement programs to improve productivity and revenue generation.

Financial Management

• Manage program budgets, forecasting, and profitability.

• Review project financials and monitor budget versus actual performance.

• Support accounts receivable collections and customer payment follow-ups when required.

• Ensure accurate forecasting and financial reporting for assigned programs.

• Drive operational efficiency and cost optimization initiatives.

Required Skills

• Strong leadership and team management skills.

• Excellent communication and stakeholder management abilities.

• Strong customer relationship management experience.

• Excellent planning, organizational, and multitasking skills.

• Strong analytical and problem-solving capabilities.

• Ability to work effectively in a fast-paced environment.

• Strong financial and commercial acumen.

• Ability to travel as required across India.

Qualifications

• Bachelor's Degree in Engineering, Telecommunications, Electronics, IT, or a related technical field.

• Minimum 10 years of experience in Program Management, Project Management, Service Delivery, or Customer Operations.

• Experience in telecom repair operations, telecom services, electronics repair, EMS, or related industries.

• Proven experience managing customer-facing programs and large-scale projects.

• PMP, PRINCE2, Agile, Scrum, or other Project Management certifications will be an added advantage.

• Experience managing program budgets, profitability, forecasting, and customer escalations is preferred.

• Must be based in Mumbai, Navi Mumbai, Panvel, or nearby locations, or willing to relocate.

Preferred Industry Background

Telecom Equipment Repair, Telecom Services, Network Operations, Managed Services, EMS Manufacturing, Electronics Repair Services, Telecom Infrastructure, Service Delivery Operations.