Manager Customer Operations

About the role

The Manager Customer Operations will support business growth by acquiring new customers and ensuring the efficient delivery of administrative and operational services. The role focuses on maintaining service KPIs, coordinating network rehabilitation, and managing daily, weekly and monthly operational targets while overseeing high‑quality phone installations.

Key responsibilities

• Improve key performance indicators such as MTTP, MTTR and CHI.
• Support development teams on rehabilitation and flash‑fiber projects and identify potential MSAG installation sites.
• Assist in rehabilitation planning for high‑value business areas and ensure resource provisioning.
• Achieve complaint‑reduction targets, including registration, repeat and denied complaints.
• Ensure security and safety of the team, hand holes, PVC ducts and cables.
• Protect the PTCL network during development activities.

Required profile

• BE/BS/MS in Telecommunication, Electrical, Electronics or related engineering.
• Minimum 5 years of relevant experience.
• Strong business acumen, problem‑solving ability and experience with service‑standard implementation.
• Experience in rehabilitation and technical planning, quality and complaint management.

Required skills

• Telecommunication engineering
• Fiber optic network deployment
• Network rehabilitation

What we offer

• Family‑centric policies including 6‑month maternity and 30‑day paternity leave.
• Hybrid work model for a balanced career.