Operations Program Manager

Job Description

• 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

What You’ll Be Responsible For

• Market launch & execution
• Drive on-the-ground operations setup for new market launches, including warehousing, SIM logistics, last-mile delivery, and customer fulfillment models
• Conduct market-specific operational research to identify operational best practices and regulatory requirements
• Vendor & partner management
• Lead the end-to-end vendor lifecycle: from RFPs and contract negotiations to onboarding, performance reviews, and issue resolution
• Manage day-to-day relationships with local 3PLs, logistics providers, SIM vendors, packaging suppliers, and other operational partners
• Define and enforce SLAs, KPIs, and escalation protocols to ensure top-tier customer delivery experiences
• Process execution
• Operationalize efficient processes for order fulfillment, SIM/eSIM provisioning, warehousing, and returns management
• Partner with Tech and Product teams to implement digital workflows and dashboards that drive automation and real-time visibility
• Develop contingency plans for supply chain and logistics risks
• Performance monitoring & cost control
• Track and analyze key metrics such as fulfillment turnaround time, failed deliveries, cost-per-order, etc.
• Drive continuous improvement initiatives to reduce operational inefficiencies and enhance customer outcomes
• Oversee operations budget management, including forecasting, cost optimization, and spend tracking
• Regulatory compliance & procurement oversight
• Ensure compliance with market-specific operational regulations related to SIM logistics, number provisioning, and customer documentation
• Lead procurement planning and ensure timely availability of all operational materials for both launch and post-launch

What We’re Looking For

• 8-10 years of hands-on experience in B2C telco operations, e-commerce logistics, 3PL vendor management, or fulfillment strategy
• Proven success in leading local operations setup in fast-moving, high-growth environments
• Deep understanding of order-to-fulfillment workflows, customer logistics, and telecom-specific operations (SIM, KYC, etc.)
• Exceptional ability to build and manage vendor relationships, negotiate contracts, and hold partners accountable to service standards
• Comfortable working in ambiguous, fast-paced high-autonomy environments, with the ability to move seamlessly between strategy and execution
• Highly structured and data-driven, with a track record of using KPIs to manage performance and identify improvements
• Strong communicator with fluency in English; proficiency in Arabic is a significant advantage
• Experience in the MENA region is highly desirable
• 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.

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