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 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 Management
Establish 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 performance
Oversee BPO partner performance reviews, including regular reporting, root cause analysis of service failures, and corrective action plans
Serve as the primary escalation point for partner-related service issues, driving prompt resolution while protecting customer satisfaction
Program strategy & execution
Lead the implementation of new customer service programs, tools, and processes, ensuring alignment with broader commercial and CX goals
Collaborate with cross-functional stakeholders to ensure readiness for new launches, campaigns, or feature rollouts from a service operations lens
Support the Customer Service Trainer in rolling out onboarding programs, agent enablement initiatives, and QA frameworks with vendor teams
Contract & cost management
Manage the full vendor lifecycle, from RFPs and negotiation to onboarding and renewal
Ensure all third-party contracts are aligned with compliance, legal, and operational standards, and are managed proactively across their lifecycle
Monitor and optimize customer service operating costs, identifying opportunities to reduce overhead without compromising quality or CSAT
Continuous improvement & innovation
Proactively 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 journeys
Champion customer-centricity within the business by surfacing key pain points and actionable insights
Stakeholder engagement
Work directly with the Head of Customer Service & Operations on strategic planning and quarterly OKRs
Build strong partnerships across internal teams and external vendors to align service delivery with evolving business priorities
Ad-hoc projects & support
Support 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 environments
Strong 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 environments
Contractual expertise, including the ability to review, negotiate, and manage third-party service agreements in partnership with Legal and Procurement
Excellent communication, influencing, and interpersonal skills across internal and external stakeholders
Experience managing remote teams and working in distributed, agile environments
Prior exposure to the telco, B2C subscription-based services, or high-growth digital consumer industries is a strong plus
Familiarity with the MENA region and multilingual support models is a strong plus
Entrepreneurial 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.
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.
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