Digital Operations Manager
1. Role Objective
To manage and optimize end-to-end digital operations including digital channels (App/Web), API integrations, digital product performance, customer journeys, automation, and operational governance to drive revenue, efficiency, and superior customer experience.
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2. Key Responsibilities
A. Digital Channel Operations
• Manage day-to-day operations of mobile app, website, self-care portals, and digital storefronts.
• Monitor digital KPIs: MAU, DAU, conversion rates, drop-offs, revenue per user.
• Ensure uptime, performance SLAs, and issue resolution with IT teams.
• Drive continuous optimization of digital funnels (Recharge, Bill Pay, SIM activation, Add-ons, eKYC).
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B. API & Backend Operations
• Oversee Digital APIs integration with:
o CRM
o Billing
o Order Management
o Voucher systems
o Payment gateways
• Monitor API latency, error rates, success ratios.
• Coordinate with SOA/middleware teams for response structuring and standardization.
• Ensure proper logging, traceability (Transaction ID, Session ID, MSISDN).
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C. Customer Journey Management
• Map and optimize end-to-end digital journeys:
o New SIM activation
o Recharge & Top-up
o Plan migration
o Complaint management
• Identify friction points using analytics tools (e.g., AppDynamics, Tableau, GA).
• Implement automation to reduce manual touchpoints.
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D. Incident & Problem Management
• Act as L2/L3 escalation point for digital issues.
• Lead root cause analysis (RCA) for major incidents.
• Ensure SLA adherence and post-mortem reporting.
• Coordinate with Network, IT, Billing, and Vendor teams.
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E. Data & Reporting
• Design dashboards for business performance tracking.
• Use BI tools (e.g., Tableau, Power BI).
• Analyze:
o Digital revenue contribution
o Drop-offs
o API failure patterns
o Customer behavior analytics
• Present insights to leadership.
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4. Required Skills
Technical
• Telecom BSS/OSS understanding
• API architecture knowledge (REST/SOAP)
• SQL basic knowledge
• Mobile and Web Development Background
• Java Development Knowledge
• App performance monitoring tools
Functional
• Strong analytical thinking
• Problem-solving capability
• Stakeholder coordination
• Process improvement mindset
• Data-driven decision making
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Job Details
| Posted Date: | 2026-03-12 |
| Job Location: | Kuwait |
| Job Role: | Management |
| Company Industry: | Other Business Support Services |
