We’re Hiring Digital Operations Manager

1. Role ObjectiveTo 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.2. Key ResponsibilitiesA. 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).

B. API & Backend Operations

• Oversee Digital APIs integration with:

o CRMo Billingo Order Managemento Voucher systemso 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).

C. Customer Journey Management

• Map and optimize end-to-end digital journeys:

o New SIM activationo Recharge & Top-upo Plan migrationo Complaint management

• Identify friction points using analytics tools (e.g., AppDynamics, Tableau, GA).

• Implement automation to reduce manual touchpoints.

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.

E. Data & Reporting

• Design dashboards for business performance tracking.

• Use BI tools (e.g., Tableau, Power BI).

• Analyze:

o Digital revenue contributiono Drop-offso API failure patternso Customer behavior analytics

• Present insights to leadership.

4. Required SkillsTechnical

• 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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