Customer Operations Manager – Site Gujranwala

About the role

The Customer Operations Manager will lead field and customer operations for copper and Fiber‑to‑the‑Home (FTTH) networks at the Gujranwala site. You will ensure service provisioning, fault resolution, and network rehabilitation meet defined KPIs while supporting network planning and outage reduction initiatives.

Key responsibilities

• Manage field and customer operations for copper and FTTH networks, including GPON, PSTN, DSL, and IPTV services.
• Oversee access network elements, MSAGs, and equipment from ZTE, Huawei, and Nokia.
• Ensure timely provisioning for new customers and fault rectification within KPI targets.
• Drive monthly, quarterly, and yearly FTTH migration targets.
• Prepare data for network planning in service‑affecting areas.
• Mobilize maintenance teams promptly for fault occurrences and supervise preventive maintenance.
• Monitor Customer Experience Indicators (CHI) and improve GPON performance.
• Maintain HSE compliance across all operational activities.

Required profile

• Bachelor's degree in Electrical, Electronic, Telecom, Computer, or Software Engineering.
• 2–3 years of relevant experience in telecom operations or network management.
• Strong understanding of copper, GPON, FTTH, NGN, IP, PSTN, DSL, and IPTV technologies.
• Experience with network planning and project management.
• Proficiency in MS Excel, PowerPoint, and database tools.

Required skills

• Network Planning
• Project Management
• Copper and FTTH (GPON) networks
• NGN, IP, PSTN, DSL, IPTV
• ZTE, Huawei, Nokia equipment
• MS Excel
• PowerPoint
• Database handling

What we offer

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