Senior Program Manager/Category Manager - Energy Vertical - Contact Centre

About the Role:

We are looking for a Senior Program Manager to own and scale the company's Energy vertical from an operations and performance standpoint. This role is essentially the end-to-end owner of the vertical, responsible for ensuring:

• Sales are compliant and submitted correctly.

• Contact centre operations are efficient.

• Retailer/vendor relationships are optimized.

• SOPs are clearly defined and executed.

• Performance targets are met through data-driven decisions.

You will operate at the intersection of operations, commercial strategy, compliance, and stakeholder management, ensuring smooth execution across internal teams and external partners.

Key Responsibilities:1. Vertical Ownership & Operations Management:

• Own end-to-end operations of the Energy vertical.

• Drive performance across internal sales channels and partner ecosystem.

• Ensure adherence to SLAs, compliance standards, and submission timelines.

2. SOP Design & Process Governance:

• Design and implement SOPs from scratch based on partner/client requirements.

• Establish compliance frameworks (maker-checker systems, audit processes).

• Continuously optimize processes for scale and efficiency.

3. Contact Centre Operations Management:

• Oversee contact centre performance (conversion, compliance, productivity).

• Identify gaps in lead handling, conversion, and sales quality.

• Work closely with quality teams to ensure compliance adherence.

4. Vendor / Retailer Management:

• Manage relationships with energy providers.

• Negotiate commercials (commissions, incentives, volume-based pricing).

• Conduct performance reviews and drive partner accountability.

5. Cross-Functional Collaboration:

• Work closely with tech, product, compliance, and finance teams.

• Enable automation of manual workflows (especially sales submission processes).

• Align internal teams with business and operational goals.

6. Data-Driven Performance Management:

• Track key metrics across sales, conversion, compliance, and revenue.

• Use Excel and dashboards to identify trends and inefficiencies.

• Challenge teams and partners using data-backed insights.

7. Team Leadership:

• Manage a core team (Quality Manager, Ops Specialist, Data Analyst).

• Drive performance and accountability across a broader cross-functional team (up to 5060 people indirectly).

• Build a culture of ownership, compliance, and execution excellence.

Must-Have Requirements:

• 4-7 years of experience in operations / vertical management roles.

• Proven P&L ownership or revenue accountability.

• Experience in BPO / Contact Centre / Energy industries.

• Hands-on experience in creating SOPs from scratch.

• Strong exposure to contact centre operations & compliance frameworks.

• Experience managing cross-functional stakeholders (tech, product, finance, compliance).

• Strong analytical skills (Excel, performance tracking, reporting).

• Excellent written and verbal communication skills (client-facing, including international stakeholders).

• Stable career track record (minimum 3 years per organization).

Good to Have:

• Experience working with tech/product teams on integrations or automation.

• Exposure to data analytics and dashboarding tools.

• Understanding of AI-driven workflows in operations or comparison platforms.