Senior Associate - Business Operations

About Us

Exotel is the emerging market’s leading full-stack customer engagement platform and business-focused virtual telecom operator. Incorporated in 2011, Exotel’s cloud-based product suite powers 50 million daily engagements across voice, video and messaging channels. Exotel powers unified customer engagement to over 6000 companies in 60+ countries, including India, SE Asia, the Middle East, and Africa.

Today, some of the fastest-growing companies in the emerging markets (Ola, Swiggy, Flipkart, GoJek, Byju’s, Urban Company, HDFC Bank, Zomato, Oyo, etc.) manage their customer engagement with Exotel’s suite of communication APIs, Ameyo’s omnichannel contact centre (merger), and Cogno AI‘s conversational AI platform (acquisition) over the cloud. They’re a $100 million Series D funded company with $60 million in ARR.

Role Overview

As a Senior Associate - Business Operations, you will lead vendor negotiations, drive cost optimization initiatives, and oversee regional project deployments. Your role will be pivotal in ensuring regulatory compliance and enhancing operational efficiency across various functions.

Key Responsibilities

• Vendor Management: Responsible for managing vendor relationships,with Telcos and SMS aggregators maintaining MSAs, resolving disputes, and supporting contract negotiations. Coordinates with legal and internal teams for contract finalization while ensuring compliance, performance tracking, and timely documentation.
• Regulatory and compliance : Monitor NDNC Complaints and compliance policies, conducting regular reviews and addressing any issues.
• Procurement Strategy: Handle and execute procurement strategies across India, KSA, and UAE, aiming for cost reductions through effective negotiations and dispute resolutions.
• Support Project Deployment: Manage end-to-end project deployments in new regions, including regulatory compliance checks, vendor onboarding, and go-live monitoring.
• Infrastructure Management: Ensure 99% infrastructure uptime by planning renewals and capacity expansions, maintaining optimal buffer capacity for anticipated growth.
• Process Improvement & Reporting: Automate compliance workflows to reduce manual efforts and generate monthly dashboards on cost savings, vendor performance, and inventory status.

Qualifications

• Bachelor’s or Master’s degree in Business, Telecom, Engineering, or a related discipline.
• 2–4 years of experience in vendor management, strategic procurement, or operations leadership within the telecom industry.
• Strong negotiation, analytical, and project management skills.
• Understanding of telecom regulations, including TRAI/DOT guidelines, DLT/PE-TM processes, and compliance standards.
• Advanced proficiency in Excel