Customer Service Program Manager

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)

• Def...