Area：Metro Manila (NCR) Taguig
Industry Category：Sales / Marketing
Position：Digital Marketing
Department：
Number Of Recruits：several
Nature Of Work：Full Time
Gender Requirements：Male
Marriage Requirement：No marital status restrictions
Education Level：Open to all levels
Work Experience：No work experience restrictions
Age：Above 18 years old
Salary Package：Negotiable
Job Description Summary
Manage the availability and performance of digital channels/platforms (eg online for Mobile, online for Broadband and App)
Job Description
Scale end to end digital operationsOversee delivery of reports and insights that analyze business functions and impactDefine, develop and own initiatives that remove blockers and improve overall performance of the digital operations teamDevelop and implement quality controls & departmental standards to ensure data quality & accuracyAccountable for operational and customer experience (NPS) outcomes in their specific end-to-end customer episodeDrive closure of critical deliverables to achieve / improve service level performanceProvide regular updates to stakeholders and management on all pain points of our customersRelease formal incident report and RCA to stakeholders, business/operations and system usersTrack/monitor problems affecting DGT servicesMonitor VOCs and proactively log a ticket if a complaint is recurring Manage day to day health check status with teaming partners and vendors of DGT channels based on functionality/featureProvide data on historical performance issues as input to SLA reportCommunicate reason of failure for any production issue among DGT channelsCollaborate with L1, L2 and L3 for bridge callsdocument day to day issue/performance update (at least 3x a day)Review accuracy and completeness of RCAGovern channel quality and performance for all digital channels (online, app and bot) Daily lead for establishing and maintaining strong partnerships with VoC stakeholdersIdentify new opportunities based on customer feedback.Support the execution, maintenance, integration, and insights on service delivery and operations