Operations Program Manager

Overview

• Market launch & execution
• Drive on-the-ground operations setup for new market launches, including warehousing, SIM logistics, last-mile delivery, and customer fulfillment models
• Conduct market-specific operational research to identify operational best practices and regulatory requirements
• Vendor & partner management
• Lead the end-to-end vendor lifecycle: from RFPs and contract negotiations to onboarding, performance reviews, and issue resolution
• Manage day-to-day relationships with local 3PLs, logistics providers, SIM vendors, packaging suppliers, and other operational partners
• Define and enforce SLAs, KPIs, and escalation protocols to ensure top-tier customer delivery experiences
• Process execution
• Operationalize efficient processes for order fulfillment, SIM/eSIM provisioning, warehousing, and returns management
• Partner with Tech and Product teams to implement digital workflows and dashboards that drive automation and real-time visibility
• Develop contingency plans for supply chain and logistics risks
• Performance monitoring & cost control
• Track and analyze key metrics such as fulfillment turnaround time, failed deliveries, cost-per-order, etc.
• Drive continuous improvement initiatives to reduce operational inefficiencies and enhance customer outcomes
• Oversee operations budget management, including forecasting, cost optimization, and spend tracking
• Regulatory compliance & procurement oversight
• Ensure compliance with market-specific operational regulations related to SIM logistics, number provisioning, and customer documentation
• Lead procurement planning and ensure timely availability of all operational materials for both launch and post-launch