WiFi Operations Manager

Job Description: Wifi Operations Manager
Location: Delhi
Experience Required: 7 to 10 years (minimum 5 years in telecom/Wi-Fi operations or client management)
Department: Operations / Client Relations
Reports To: COO / Head of Projects & Operations

Role Overview
The Account Manager - Wi-Fi Solutions will serve as the primary representative of the organization for all activities related to Wi-Fi services at the site. This role demands a strategic and operational balance combining client management, technical understanding, financial discipline, and team coordination to ensure smooth service delivery, strong client satisfaction, and sustainable business growth.

Key Responsibilities
Strategic Leadership

• Develop and execute a comprehensive account strategy to make the site self-sustained and operationally efficient.
• Provide strong leadership, ensuring alignment with the companys goals and long-term vision.
• Represent the company at senior-level client meetings to build visibility, confidence, and trust.

Client Relationship Management

• Act as the single point of contact for the client regarding Wi-Fi services.
• Understand client requirements, expectations, and constraints; coordinate internal responses effectively.
• Build, maintain, and nurture long-term relationships with key client stakeholders.
• Address issues proactively and ensure timely resolution.
• Present periodic reviews, performance updates, and service reports.

Cross-Functional Coordination

• Work closely with Operations, Technical, HR, Finance, Procurement, and Administration teams.
• Maintain transparent communication between client and internal departments.
• Translate client inputs into actionable deliverables and track them end-to-end.

Service Delivery & Operations

• Oversee daily service delivery operations related to Wi-Fi services at the site.
• Ensure all SLAs are achieved in coordination with the operations and technical teams.
• Monitor performance metrics, uptime, and user-experience indicators.
• Coordinate preventive maintenance, upgrades, and issue resolutions.

Business Development Support

• Identify opportunities for account expansion (new Wi-Fi services, upgrades, coverage enhancements, or additional sites).
• Support proposals, negotiations, and presentations.
• Participate in strategic discussions to strengthen the companys position in the connectivity domain.

Financial Management

• Oversee account financial performance & billing, payments, and collections.
• Track project budgets, cost controls, and site profitability.
• Provide forecasts and recommend cost-saving measures without compromising service quality.

Process & Quality Optimization

• Evaluate on-ground processes, workflows, and documentation for gaps or inefficiencies.
• Implement SOPs and best practices to improve response time, service quality, and client satisfaction.
• Drive continuous improvement using feedback and performance analytics.

Team Leadership & Capability Building

• Lead and mentor site-level technical and coordination teams.
• Build a culture of accountability, collaboration, and service excellence.
• Work with HR and Technical leadership to identify, train, and deploy the right talent.

Qualifications

• Bachelors degree in Electronics & Communication, Computer Science, Telecommunications, or related field.
• MBA or equivalent management qualification (preferred).
• Minimum 7 years of experience, with at least 3 years in client-facing or account management roles in telecom, ISP, or Wi-Fi services.

Technical & Functional Competencies

• Strong understanding of Wi-Fi networks and performance metrics.
• Knowledge of SLAs, uptime management, and digital service delivery models.
• Skilled in stakeholder communication, escalation handling, and project coordination.
• Proficient in reporting tools, MS Excel, PowerPoint, and CRM platforms.

Behavioral Competencies

• Strong leadership and interpersonal skills.
• Strategic thinker with operational execution capabilities.
• Excellent communication, negotiation, and problem-solving skills.
• Ability to manage pressure situations and maintain composure.
• High sense of ownership and integrity.

Non-Negotiable Requirements

• Proven experience managing large infrastructure or enterprise connectivity accounts.
• Strong knowledge of Wi-Fi networks and digital connectivity infrastructure.
• Ability to operate as an effective interface between clients and internal engineering/operations teams.
• Willingness to work onsite and handle 24/7 operational escalations if required.

Why Join Us
You will be the face of a leading connectivity provider, directly managing one of our most critical Wi-Fi accounts. If you thrive at the intersection of technology, client success, and operations, this role will push you and reward you equally.