Program Manager, Carrier Operations & Governance

Accountabilities: Lead highly visible, cross-functional governance programs from diagnosis and design through implementation, change management, and ongoing optimization. Develop and operationalize policies, workflows, systems, tools, and data-driven controls that strengthen carrier operations and governance. Build the operating model for the function, including team structures, operating cadences, standards, runbooks, frameworks, and Rules of Engagement. Own executive reporting by preparing clear narratives, performance metrics, risks, and recommendations for senior leadership and governance forums. Design enablement programs, training materials, and change-management frameworks that help teams adopt more disciplined, data-informed ways of working. Use quantitative analysis, performance monitoring, and scalable data foundations to generate actionable operational and business insights. Support analytical requests from legal, finance, investor relations, commercial, and go-to-market stakeholders, including data pulls, ad-hoc analysis, reporting, and data validation. Own the team's Run-the-Business engine, maintaining operational momentum through recurring forums, OKR tracking, deal approval workflows, and accountability mechanisms. Identify cross-functional dependencies, resolve operational blockers, and coordinate stakeholders to keep programs moving at the required pace and quality. Continuously improve operational processes by mapping current-state workflows, identifying gaps, developing business cases, and translating requirements into system and technology specifications. Help establish scalable governance practices across the carrier and wholesale supplier ecosystem while maintaining strong relationships with internal and external stakeholders. Requirements 5+ years of experience in management consulting, program management, Chief of Staff, telecom, revenue operations, strategy, or business operations roles. Demonstrated success leading highly visible, cross-functional programs involving business, technical, legal, financial, and commercial stakeholders. Proven experience driving end-to-end process improvements by connecting policies, business processes, technology systems, and operational controls. Hands-on experience establishing operating models, team cadences, operational documentation, runbooks, frameworks, or Rules of Engagement. Experience designing enablement programs and supporting organizational transformation and change management. Experience managing Run-the-Business cadences, OKR tracking, operational reporting, and recurring governance forums. Strong process-mapping, business-case development, analytical, and problem-solving capabilities, with the ability to turn complex operational needs into practical system requirements. Strong written and verbal communication skills, including the ability to present operational narratives, risks, metrics, and recommendations to executive-level audiences. Proficiency with data and reporting tools such as Excel, Google Sheets, SQL, or Looker. Ability to work collaboratively in a fast-paced, ambiguous environment while maintaining strong ownership, organization, and attention to detail. Experience in management consulting, high-growth technology, or global telecommunications is preferred. Six Sigma, formal program or process management, or Prosci Change Management certification is an advantage. Experience with commercial deal desks, supplier QBRs, revenue assurance, or related operational functions is helpful. Knowledge of A2P SMS, international voice and messaging, carrier billing, AIT/IRSF fraud frameworks, or similar telecom domains is desirable. Familiarity with Airtable, Jira, Confluence, operational automation, Python, Coefficient, or AI-enabled productivity tools is a plus. Benefits Competitive annual salary of CAD $90,800–$113,500 , depending on skills, experience, and geographic location. 12.5% target bonus opportunity. Remote-first work environment, with the role based in Ontario, British Columbia, or Alberta, Canada . Competitive paid time off and generous leave programs, including parental and wellness leave. Healthcare and wellness benefits, with offerings varying by location. Retirement savings program and additional employer-supported benefits. Potential eligibility for additional compensation and benefits, including incentive programs, equity grants, retirement contributions, and other wellness offerings. Opportunities to work on high-impact, globally visible programs alongside cross-functional and senior leadership teams. Occasional travel for project meetings, team gatherings, or other in-person collaboration.