About Reach:
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Reach is the Shopify of telecom. We're a cloud-native, modular, API-first platform that lets any brand, ISP, fintech, or retailer launch a mobile, broadband, or IoT service — without becoming a telco, without legacy complexity, and without the years-long timelines big telco still treats as normal. We cut launches from years to weeks.
We're professional troublemakers. We built what we couldn't buy, and now we run it for the brands we wish had existed when we were on the other side of the table. Everything big telco wasn't: simple, transparent, and human.
Website:
The Role:
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Location: Bangalore, India • Work model: in-office • Employment type: Full-time • Experience: 3–5 years
Reports to: Client & Business Operations Lead
A client launch is where a commercial promise becomes an operating reality. You own the operational thread that gets it there — from internal handover through onboarding, cross-functional readiness, launch, hypercare, steady-state administration, client changes and eventual deboarding. You work directly with the client's operating team, not through a layer. One dependable plan, one person making sure every non-technical dependency is actually closed.
Then you build the layer underneath it. The process portfolio, the Jira and Jira Service Management configuration, the automation, the knowledge base, the reporting that tells us whether any of it works — and the operating model for each new capability we launch, from paid bolt-ons to fulfilment and device services. When you hit the same coordination problem three launches in a row, you don't escalate it — you go build the fix, and you get people to actually use it.
That combination is the point. Launch execution is the day job and sets the calendar; capability building is what you do with the rest of your time, and it is not optional. Roughly two-thirds lifecycle, one-third capability, flexing with launch volume — and the capability third is protected and measured, not whatever survives a busy quarter.
Technology owns technical delivery and go-live approval, Account Management the commercial relationship, Support subscriber resolution. You own the operational design and governance that hold those boundaries together — and make sure handoffs don't become gaps.
What You'll Own
- The active client-lifecycle portfolio — onboardings, launches, migrations, hypercare windows and deboardings, with status, owners and priority.
- The system of record for every launch: plan, dependencies, risks, decisions and client-input ageing, tracked until closed.
- The working relationship with client operating teams — running the workstream calls, turning discussion into owners and dates, and knowing when Account Management should own the conversation instead.
- Cross-functional readiness across Support, Finance and fulfilment — with completion evidence, not verbal confirmation.
- Launch-day coordination, hypercare tracking, defined exit criteria and a formal handover into steady state.
- Jira and JSM configuration — request catalogue, forms, workflows, SLAs, routing, approvals, permissions and dashboards.
- A prioritised automation backlog: intake, triage, routing, approvals, reminders and escalations, automated wherever the workflow is deterministic.
- The operating model for every new capability — owner, intake, approvals, turnaround, controls and post-launch ownership — built as a reusable framework rather than a one-off.
- The process portfolio, knowledge base and reporting — and the Operations Council mechanism that turns ageing and exception data into a decision log and an owned improvement backlog.
What You Need
- Bachelor's degree, and 3–5 years across client lifecycle execution and process or tooling ownership — implementation, programme management, customer onboarding, business operations, service management, or SaaS/telecom delivery.
- Experience running multiple workstreams and stakeholders against fixed go-live dates, with the follow-through to close actions rather than just chase them.
- Hands-on Jira and JSM configuration, or an equivalent enterprise workflow platform. You should have built workflows yourself, not just used tickets.
- Process-design instincts — you can map a messy current state and turn it into a simpler target workflow with owners, controls and exception handling.
- Confidence working directly with client operating teams and across Technology, Support, Finance and Account Management without formal authority over any of them.
- The change-management half of process work: pilots, practical training, and reading adoption data honestly. A workflow nobody uses is a failed workflow, however well designed.
- Real depth in one half of this role and credible capability in the other — not a decade of both. Tell us which half is your strength and show us where you have done the other.
- Nice to have: MBA or equivalent; n8n, Zapier or Power Automate; Zoho Analytics or Looker Studio; Lean/Six Sigma or ITIL. Telecom, fintech or platform experience is an advantage, not a prerequisite.
What Sets Great Candidates Apart
- Programme Control: Can walk into a messy launch, build the system of record, establish owners and dates, and make progress visible without creating ceremony.
- Jira/JSM Builder, Not Just User: Can open a blank service project and design a sensible request catalogue, workflow, SLA model and automation logic around a real problem.
- Closes the Loop Structurally: Fixes the launch this week and the reason it was hard next week. Recurring pain becomes a workflow change, not a personal habit.
- Gets It Adopted: Ships the workflow, then watches whether people quietly bypass it. Trains, listens to friction and iterates instead of treating a published SOP as the finish line.
- AI Fluency: Uses AI to accelerate documentation, status synthesis and process analysis — and can tell when plain deterministic automation is the better answer.