About The Role

We are looking for a Senior Program Manager to own and scale the company's Energy 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

- 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

- 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

- 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

- Vendor / Retailer Management

Manage relationships with telecom/broadband providers Negotiate commercials (commissions, incentives, volume-based pricing)

Conduct performance reviews and drive partner accountability





- 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

- 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

- 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
- Solid 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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📍 Jaipur