Jr Customer Service Executive - Program Management

Role Overview

Responsible for managing end-to-end delivery of customer-facing and internal projects within the telecom domain, ensuring alignment with business objectives, timelines, and quality standards.

Key Responsibilities

• Manage full project lifecycle from initiation to closure for multiple small to mid-sized projects.
• Collaborate with stakeholders to define project scope, goals, timelines, and resource requirements.
• Conduct project kick-off meetings with customers to capture and align on requirements.
• Act as the primary interface between clients, customers, operations, third parties, and internal teams.
• Monitor project progress, track milestones, and ensure adherence to delivery timelines.
• Identify risks and issues proactively, implement mitigation plans, and escalate as required.
• Manage change requests and ensure alignment with agreed project scope and deliverables.
• Prepare and deliver project reports, dashboards, and status updates as per defined governance.
• Participate in governance and performance review calls, providing insights to improve service delivery.
• Ensure effective communication of requirements, deliverables, and issue resolution across stakeholders.
• Support telecom network implementations and customer migration activities.

Required Skills & Competencies

• Strong project management, multitasking, and time management skills.
• Excellent stakeholder management and communication (written and verbal).
• Ability to identify risks, solve problems, and drive projects to successful completion.
• Self-driven, adaptable, and capable of working in high-pressure environments.

Technical Expertise

• Good understanding of telecom enterprise networks, including data, voice, MPLS, and transport networks.
• Knowledge of telecom access and customer migration processes.
• Familiarity with networking and communication technologies.
• Experience working with telecommunications carriers.

Tools & Systems

• Proficiency in Microsoft Office (Excel, PowerPoint, Word) and Microsoft Project is must.
• Experience in project reporting, dashboards, and tracking tools.

Additional Requirements

• Fluent in English (written and spoken).
• Flexible to work across multiple time zones, including US shift.
• Strong analytical mindset, team collaboration, and stress management capabilities.