Customer Service Program Manager

About Us: Founded in 2014, Circles is a global technology company reimagining the telco industry with its innovative SaaS platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos. Today, Circles partners with leading telco operators across multiple countries and continents, including KDDI Corporation, Etisalat Group (e&), AT&T, and Telkomsel, creating blueprints for future telco and digital experiences enjoyed by millions of consumers globally. Besides its SaaS business, Circles operates three other distinct businesses: Circles.Life: A wholly-owned digital lifestyle telco brand based in Singapore, Circles.Life is powered by Circles’ SaaS platform and pioneering go-to-market strategies. It is the digital market leader in Singapore and has won numerous awards for marketing, customer service, and innovative product offerings beyond connectivity. Circles Aspire: A global provider of Communications Platform-as-a-Service (CPaaS) solutions. Its cloud-based Experience Cloud platform enables enterprises, service providers and developers to deliver and scale mobile, messaging, IoT, and connectivity services worldwide. Jetpac: Specializing in travel tech solutions, Jetpac provides seamless eSIM roaming for over 200 destinations and innovative travel lifestyle products, redefining connectivity for digital travelers. Jetpac was awarded Travel eSIM of the Year. Circles is backed by renowned global investors, including Peak XV Partners (formerly Sequoia), Warburg Pincus, Founders Fund, and EDBI (the investment arm of the Singapore Economic Development Board), with a track record of backing industry challengers. About the role: We are looking for a customer-obsessed and detail-oriented Customer Service Program Manager to shape and drive best-in-class customer support operations for our new digital telco brand in the MENA region. This role is central to setting up and scaling our customer service programs across outsourced vendors, aligning internal policies with world-class service standards, and continuously driving improvements in cost, efficiency, and customer satisfaction.The successful candidate will manage BPO partner relationships, oversee vendor governance and compliance, and collaborate cross-functionally to deliver a frictionless support experience across all digital touchpoints. What you’ll be responsible for: Vendor Governance & Performance ManagementEstablish and own the vendor management framework, including internal playbooks, external operating standards, and contract templates for BPO partner(s)Define, monitor, and optimize SLAs, KPIs, and escalation protocols, ensuring measurable and sustained vendor performanceOversee BPO partner performance reviews, including regular reporting, root cause analysis of service failures, and corrective action plansServe as the primary escalation point for partner-related service issues, driving prompt resolution while protecting customer satisfaction Program strategy & executionLead the implementation of new customer service programs, tools, and processes, ensuring alignment with broader commercial and CX goalsCollaborate with cross-functional stakeholders to ensure readiness for new launches, campaigns, or feature rollouts from a service operations lensSupport the Customer Service Trainer in rolling out onboarding programs, agent enablement initiatives, and QA frameworks with vendor teams Contract & cost managementManage the full vendor lifecycle, from RFPs and negotiation to onboarding and renewalEnsure all third-party contracts are aligned with compliance, legal, and operational standards, and are managed proactively across their lifecycleMonitor and optimize customer service operating costs, identifying opportunities to reduce overhead without compromising quality or CSAT Continuous improvement & innovationProactively identify opportunities to automate workflows, eliminate inefficiencies, and enhance digital support capabilities (chat, self-service, etc.)Track and analyze customer service metrics to drive continuous improvement across customer journeysChampion customer-centricity within the business by surfacing key pain points and actionable insights Stakeholder engagementWork directly with the Head of Customer Service & Operations on strategic planning and quarterly OKRsBuild strong partnerships across internal teams and external vendors to align service delivery with evolving business priorities Ad-hoc projects & supportSupport high-priority initiatives, crisis response, and launch-readiness activities on an as-needed basis in a fast-paced, high-growth environment  What we’re looking for: 8-10 years of experience in vendor management, program management, or operations leadership, specifically within customer service or BPO environmentsStrong experience with customer service process design or excellence, QA governance, and digital-first service models (chatbots, live chat, social support)Sound knowledge of forecasting, budgeting, and cost optimization strategies in vendor-led environmentsContractual expertise, including the ability to review, negotiate, and manage third-party service agreements in partnership with Legal and ProcurementExcellent communication, influencing, and interpersonal skills across internal and external stakeholdersExperience managing remote teams and working in distributed, agile environmentsPrior exposure to the telco, B2C  subscription-based services, or high-growth digital consumer industries is a strong plusFamiliarity with the MENA region and multilingual support models is a strong plusEntrepreneurial mindset with a bias for action, structured problem-solving, and outcome orientation Circles is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age. Data Protection and Privacy Statement By submitting an application for this position, you, as the applicant, or your authorised representative(s), consent to Circles’ Candidate Data Protection and Privacy Policy. You also agree to the collection, use, and/or disclosure of your personal data by us solely for recruitment purposes as specified in the Policy. You acknowledge that you have read and understood the Policy, are aware of your rights regarding your personal data, and accept the terms relating to international data transfers, where applicable. You further understand that you may withdraw consent at any time, which may affect our ability to consider your application. In instances where your personal data or application is submitted by a third party, it is understood that such third party has been duly authorised by you to disclose the relevant personal data and provide consent on your behalf, and that you have been made aware of this Policy. To all recruitment agencies: Circles will only acknowledge resumes shared by recruitment agencies if selected in our preferred supplier partnership program. Please do not forward resumes to our jobs alias, Circles, employees or any other company location. Circles will not be held accountable for any fees related to unsolicited resumes not uploaded via our ATS.