Customer Operations Manager – Telecom

About the role

PTCL Group is seeking a proactive Customer Operations Manager to lead and optimise its telecom service delivery in Gulistan-e-Johar, Karachi. You will be responsible for driving operational excellence, improving key performance indicators and ensuring a superior customer experience across copper and fiber networks.

Key responsibilities

• Maintain and improve KPIs such as MTTR, MTTP, CHI and installation quality.
• Achieve conversion targets to grow the fiber‑to‑the‑home (FF) base and reduce complaints (registration, repeat, denial).
• Execute maintenance projects on schedule to enhance network performance.
• Ensure installations meet SLAs with zero pendency.
• Identify and implement preventive maintenance for copper and fiber networks.
• Maintain accurate mapping of network infrastructure.
• Promote health, safety and environment (HSE) compliance to minimise accidents among field workers and vendors.

Required profile

• Bachelor’s degree in Engineering (Telecommunication, Electrical, Electronics, Computer, Software, Computer Science, Networking or related).
• 3–4 years of relevant experience in network operations or telecom service management.
• Strong technical competency in network operations & management, electrical/electronic systems and HSE practices.

Required skills

• Network Operations
• Network Management
• Copper network maintenance
• Fiber network maintenance
• Health & Safety compliance

What we offer

• Family‑centric policies including 6‑month maternity and 30‑day paternity leave.
• Hybrid work model supporting work‑life balance.
• Opportunity to contribute to Pakistan’s digital transformation.