Program Manager, Carrier Operations – Governance

This is a fully remote position, open to applicants in Canada.

📋 Description

• Drive prominent, cross-functional governance initiatives from assessment through design, execution, and change management.

• Compile and deliver operational narratives, risk assessments, and performance metrics to cross-functional leadership, C-suite executives, and the Audit Committee.

• Oversee comprehensive process enhancements within carrier operations.

• Develop and establish the Carrier Operations & Governance operating framework, operational rhythms, and internal team configurations.

• Create, maintain, and distribute operational runbooks, supply policies, and Rules of Engagement for stakeholders and carrier partners.

• Design enablement initiatives, training resources, and frameworks for change management.

• Utilize quantitative research, machine learning models, performance tracking, and scalable data infrastructures.

• Conduct analytical requests, data retrieval, ad-hoc analyses, and structured summaries for IRSG, Legal, Finance, and GTM stakeholders.

• Execute data quality assessments and validation across reporting pipelines.

• Manage the team’s daily Run-the-Business rhythm and operational responsibilities.

• Coordinate operational forums, track team OKRs, and facilitate deal approval processes.

⛳️ Requirements

• Over 5 years of experience in management consulting or as a Program Manager or Chief of Staff within telecom, RevOps, or strategy and operations.

• Proven success in leading prominent, cross-functional initiatives involving business, technical, legal, and financial stakeholders.

• Demonstrated ability to drive comprehensive process improvements by integrating policies, business processes, IT/system tools, and operational controls.

• Direct experience in establishing operating models, team rhythms, and operational documentation (runbooks, frameworks, ROEs).

• Proven success in creating enablement content and facilitating organizational change.

• Experience in managing Run-the-Business (RTB) rhythms, OKR tracking, and operational reporting.

• Strong skills in process mapping, business case development, and converting complex operational requirements into IT system specifications.

• Excellent written and verbal communication abilities with experience presenting to executive leadership.

• Strong analytical skills utilizing data tools (Excel/Google Sheets, SQL, or Looker) to assess performance and policy adherence.

• A collaborative team member who excels in a fast-paced environment.

• Background in management consulting, fast-growing tech companies, or global telecom settings.

• Six Sigma or formal Program / Process Management / Prosci Change Management certification.

• Operational experience in commercial Deal Desks, supplier QBR management, or revenue assurance.

• Domain expertise in A2P SMS, international voice/messaging, carrier billing, or AIT/IRSF fraud frameworks.

• Familiarity with workflow and dashboarding tools (Airtable, Jira, Confluence) and operational automation (Python, Coefficient, AI tools).

🏝️ Benefits

• Competitive pay

• Generous time off

• Parental leave

• Wellness leave

• Healthcare

• Retirement savings program

• Incentive programs

• Commissions

• Equity grants

• Health and wellness benefits

• Retirement contributions

• Paid time off

• Volunteering and donation support