Executive Customer Operations – Orangi (KHI)

About the role

The Executive Customer Operations role in Orangi, Karachi, is responsible for overseeing Fixed‑Broadband (FBB) and Flash Fiber installations and migrations. You will ensure service quality, meet operational KPIs and deliver an excellent customer experience within PTCL Group’s telecom network.

Key responsibilities

• Manage end‑to‑end FBB and Flash Fiber installation projects, ensuring timely completion.
• Drive migration activities while maintaining high Quality of Installation (QOI) standards.
• Monitor and achieve MTTR (Mean Time to Repair) and MTTP (Mean Time to Provision) targets.
• Reduce repeat complaints, denial rates and low‑power incidents.
• Maintain network stability and Customer Health Index (CHI) across the assigned domain.
• Ensure compliance with employee health and safety regulations during all field operations.
• Track, report and analyse service KPIs to identify improvement opportunities.

Required profile

• Bachelor’s degree in Engineering (Telecommunication, Electrical, Electronics, Computer, Software, Computer Science, Networking or related).
• 1–2 years of relevant experience in telecom field operations or customer operations.
• Proven ability to lead small teams and communicate effectively with internal and external stakeholders.

Required skills

• Team management and communication.
• Service KPI monitoring and improvement.
• Field operations and quality control.
• Reporting and documentation.

What we offer

• Inclusive and diverse workplace that values all backgrounds.
• Hybrid work model combining on‑site and remote activities.
• Family‑centric benefits including 6‑month maternity leave and 30‑day paternity leave.
• Opportunities to grow within Pakistan’s leading ICT and cellular network provider.