Hybrid Senior Manager – Customer Operations, Home Broadband

at MTN Uganda

• Job title: Senior Manager – Customer Operations, Home Broadband
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Roodepoort, South Africa

About the role

• Senior Manager responsible for operational excellence in Home Broadband lifecycle. Translating customer experience strategy into scalable operational playbooks with MTN.

Responsibilities

• The Senior Manager: Customer Operations (Home Broadband) is accountable for driving operational excellence and execution rigor across the Home Broadband lifecycle.
• The role translates Group customer experience strategy into practical, scalable, and repeatable operational playbooks.
• Working closely with the GM: Customer Operations, OpCo teams, and Technology teams and partners.
• Acts as the Group’s execution engine for Home Operational Excellence, embedding standards, improving service outcomes, reducing cost-to-serve, and elevating customer experience at scale.

Requirements

• Minimum 4-year Academic Degree in Telecommunications, Operations, Business, Management, Engineering, or related field.
• Postgraduate qualification (MBA/Masters) advantageous.
• 6–9 years of relevant experience in telecom, broadband customer operations, service delivery, or customer experience management.
• Minimum 5 years’ experience in telecommunications, broadband, or ICT industry.
• Strong hands-on exposure to FTTH and/or FWA service delivery
• Proven experience in:
• o Install & assurance operations
• o Field force / partner management
• o Operational excellence or transformation programmes
• Experience working across multi-country or matrix environments
• Exposure to African or emerging markets preferred.
• Home Broadband Operations Expertise – strong understanding of home operations across installation, assurance, and customer care.
• Operational Excellence Practitioner – proven ability to drive journey-based improvements through standards and KPI discipline.
• Customer Champion & Experience Builder – ability to design and implement gold-standard customer journeys.
• Decisive Problem Solver & Innovative Value Creator – strong ability to resolve operational challenges and introduce best practices.
• Operationally Astute & Results Achiever – ensures delivery of high-quality service within set targets.
• Strong Leadership & Influence – ability to drive change & collaboration across OpCos.
• Analytical & Strategic Thinker – ability to use data and insights for decision-making.
• Resilience & Agility – able to operate effectively in a fast-paced, high-pressure environment.
• Customer Journey Mapping & Design
• Customer Experience (CX) Management
• Service Delivery & Process Optimization
• Project & Program Management
• Performance Management & Reporting
• Strong communication, negotiation, and presentation skills.

Benefits

• We at MTN are a purpose and value-led organization.
• Committed to fostering an environment where every member of our Y’ello Family is heard, understood and empowered.
• Creating an exciting and rewarding place to work.