Digital Operations Manager

Client of Career Hunters

1. Digital Channel Operations

• Manage daily operations of mobile app, website, and self-care platforms.
• Monitor key digital KPIs such as MAU, DAU, conversion rate, and revenue per user.
• Ensure platform uptime, performance SLAs, and timely issue resolution.
• Continuously optimize digital funnels (Recharge, Bill Pay, SIM Activation, Add-ons, eKYC).

2. API & Backend Operations

• Oversee integrations between digital platforms and backend systems (CRM, Billing, Order Management, Voucher systems, Payment gateways).
• Monitor API performance including latency, success rate, and error trends.
• Ensure proper logging, traceability, and transaction monitoring.
• Coordinate with middleware/SOA teams for API standardization and optimization.

3. Customer Journey Management

• Design and optimize digital customer journeys such as SIM activation, recharge, plan migration, and complaint handling.
• Identify friction points using analytics tools and improve conversion.
• Implement automation to streamline digital processes.

4. Incident & Problem Management

• Act as escalation point for critical digital issues.
• Lead root cause analysis (RCA) and ensure SLA adherence.
• Coordinate with IT, Network, Billing, and vendors for issue resolution.

5. Data & Reporting

• Develop dashboards and performance reports using BI tools.
• Analyze digital revenue, customer behavior, API performance, and drop-offs.
• Present insights and recommendations to leadership.

6. Required Skills:

Technical:

• Understanding of Telecom BSS/OSS systems
• API architecture (REST/SOAP) knowledge
• Basic SQL knowledge
• Mobile and web platform understanding
• Knowledge of Java and application performance monitoring tools

Functional

• Strong analytical and problem-solving skills
• Stakeholder management and cross-team coordination
• Process optimization mindset
• Data-driven decision making