Senior Program Manager - Broadband & Telecom

Jaipur

Operations

1 Openings

About the Role

We are building the next phase of a high-growth, multi-vertical operations business and are looking for three Senior Program Managers — one each for our Energy, Personal Health Insurance (Phi), and Broadband & Telecom verticals. These are foundational leadership roles that will own end-to-end P&L, process, quality, compliance, and people for their respective vertical.

This is not a desk-management role. We need hands-on builders who can walk in on Day 1, map every operational step, create SOPs from scratch, and drive accountability across functions including contact centres, technology, product, risk, and finance. The right person will thrive in ambiguity, care deeply about quality, and be excited by the opportunity to help take the business to IPO.

Key Responsibilities

1. Vertical Ownership & P&L Management

Own full P&L accountability for the assigned vertical end-to-end
Drive revenue targets by enabling and supporting contact centre teams aligned to the vertical
Monitor business performance, identify gaps, and course-correct in real time
Partner with retail partners to communicate plan changes, lead quality, and strategic recommendations

2. Process Design & SOP Development

Build all Standard Operating Procedures from the ground up — no templates handed to you
Map every processing step across the vertical and create documentation that can scale
Maintain SOP ownership; delegate version amendments to the Ops Specialist while retaining sign-off authority

3. Quality & Compliance

Oversee quality checks on all online and offline sales submissions
Liaise with the Quality Manager to ensure quality analysts follow prescribed frameworks
Ensure complete adherence to legal and regulatory compliance requirements for the vertical
Drive a clear separation of duties between identification, actioning, and closure of audit findings

4. Contact Centre Collaboration

Hold dotted-line accountability for contact centre staff aligned to the vertical
Collaborate with the Contact Centre General Manager on performance, scripting, and plan updates
Analyse agent performance data and provide targeted support and feedback loops

5. Technology & Product Partnership

Partner with the technology and product teams to define and prioritise requirements (including API integrations)
Stay current on AI-driven disruptions in the industry and proactively assess their operational impact
Oversee script changes and plan-update uploads onto agent-facing applications through the Ops Specialist

6. Team Leadership

Build and manage a team of up to 40–45 people including Quality Manager, Ops Specialist, and Data Analyst
Recruit, mentor, and develop direct reports; establish clear performance expectations
Foster a culture of accountability, continuous improvement, and data-driven decision-making

What We Are Looking For

Non-Negotiable Requirements

• MBA from a premier institution (Top 20–25 B-Schools in India — IIMs, XLRI, NMIMS, Symbiosis, and equivalent)

• Stable career trajectory — minimum 3 years per organisation; we value depth over breadth

• Demonstrated P&L ownership in a previous role

• Hands-on orientation — must be willing to build processes personally, not just delegate

• Cross-functional stakeholder management experience (tech, product, finance, compliance)

Strongly Preferred

• Domain knowledge in insurance (Health Insurance preferred, especially for the Phi role)

• Contact centre or BPO operations exposure

• Experience working with technology teams on integrations or product development

• Comfort with data analytics and performance dashboards

• Awareness of AI and its implications for the comparison-as-a-service industry

Cultural Fit