The Product & Service Operations Manager is responsible for coordinating internal service changes, managing the operational lifecycle of Frontier's products and services, and overseeing vendor relationships and deliverables.

This position serves as a central point of coordination between Sales, Technology, Network Operations, Finance, and external service providers to ensure customer requests and new product initiatives are properly scoped, priced, approved, implemented, and supported.

The role combines internal project management, product lifecycle coordination, MACD management, and vendor management to improve operational efficiency, accountability, service quality, and profitability.

Key Responsibilities

1. MACD Management (Moves, Adds, Changes, Deletes)

· Own the internal MACD request process from submission through completion.

· Review incoming requests and coordinate technical scoping with the appropriate teams.

· Determine estimated effort, technical resources, timelines, and associated costs.

· Ensure requests are quoted and customer approvals are obtained before billable work begins.

· Coordinate scheduling and execution with NOC, Voice, Network Engineering, and other technical teams.

· Monitor outstanding MACD requests, deadlines, blockers, and escalations.

· Ensure completed work is accurately documented and submitted for billing.

· Develop standardized MACD service categories, pricing models, and estimated completion times.

· Track MACD volumes, completion times, resource utilization, and revenue opportunities.

· Identify opportunities to automate routine service changes through internal systems and customer self-service portals.

2. Product Management and Service Lifecycle

· Maintain a centralized inventory of Frontier's products and services.

· Coordinate the introduction of new products and enhancements to existing services.

· Work with Sales and Technology to define product requirements, service capabilities, limitations, and delivery expectations.

· Establish operational readiness requirements before products are released for sale.





· Coordinate technical testing, documentation, provisioning procedures, support training, and billing readiness.

· Maintain product documentation, service descriptions, pricing structures, and internal support procedures.

· Track product performance, customer feedback, operational issues, and improvement opportunities.

· Coordinate product changes, upgrades, and retirement activities.

· Identify opportunities for recent revenue-generating products and service enhancements.

· Ensure Sales does not commit to unsupported products, features, or delivery timelines without appropriate technical and operational validation.

3. Vendor Management

· Maintain a centralized register of vendors, contracts, services, and key contacts.

· Coordinate vendor onboarding and service delivery requirements.

· Track vendor performance, service-level agreements, outstanding issues, and escalations.

· Monitor vendor maintenance notifications and coordinate potential operational impacts with internal teams.

· Review vendor pricing, renewal dates, service commitments, and contract terms.

· Coordinate vendor quotes, service orders, provisioning requests, and service cancellations.

· Work with Finance to investigate billing discrepancies, incorrect charges, and unused services.

· Identify opportunities for vendor consolidation, cost reductions, and improved commercial terms.

· Maintain vendor scorecards and conduct periodic service performance reviews.

· Coordinate vendor-related operational projects and service migrations.

4. Internal Project Management

· Coordinate cross-departmental operational initiatives and service improvement projects.

· Establish project scopes, milestones, responsibilities,



deliverables, and target completion dates.

· Maintain project trackers and provide regular status updates to management.

· Identify risks, dependencies, resource constraints, and outstanding decisions.

· Facilitate meetings between Sales, Technology, Operations, Finance, and vendors.

· Escalate delays and unresolved issues to the appropriate department leaders.

· Ensure projects are formally handed over to the teams responsible for ongoing support.

5. Process Improvement and Reporting

· Identify inefficiencies in service delivery, MACD processing, product onboarding, and vendor coordination.

· Develop standardized workflows, documentation, and approval procedures.

· Work with internal development teams to identify opportunities for automation.

· Maintain dashboards for MACD activity, product readiness, vendor performance, and project delivery.

· Produce regular operational and financial performance reports.

· Recommend improvements that reduce manual effort, improve customer experience, and increase profitability.

Qualifications and Experience

· 3–5+ years of experience in telecommunications, managed services, IT service delivery, project management, or product operations.

· Experience coordinating technical service changes and cross-functional projects.

· Working knowledge of telecommunications products, including Internet connectivity, voice services, SIP, SD-WAN, and managed network services.

· Experience with vendor relationships, contract coordination, and service delivery.

· Strong organizational, communication, analytical, and problem-solving skills.

· Ability to manage competing priorities across multiple departments.

· Familiarity with project management platforms, CRM systems, ticketing systems, and Microsoft 365.

· Understanding of service pricing, billing workflows, and operational cost management.

Benefits:

- Health insurance
- Internet reimbursement
- Paid time off
- Provident Fund
- Work from home

Work Location: Remote

📌 Product & Service Operations Manager (India)
🏢 TLI SOFTWARE
📍 India