Job Purpose:

• Managing the day to day Digital operations of Etisalat Digital fronts to ensure proper functioning & immediate resolution of spotted issues.
• Launching new digital capabilities that adds value to the Digital consumer journey.
• Launching new digital analytics tool that supports Digital business owners & enrich the visibility of consumer behavior across all digital channels.

Job Responsibilities:

• Managing the day to day Digital operations of Etisalat Digital fronts to ensure proper functioning & immediate resolution of spotted issues.
• Handling the day to day operational digital issues that impact customer experience & core digital services fulfilment.
• Spot Digital Issues by running proper reports to detect any malfunctioning services
• Work closely with CC & all customer facing entities to gather issues/alarms.
• Close monitoring of external digital fronts (e.g. Social Media/Google reviews) aiming to promptly spot any issues.
• Work with Digital business owners to understand the consumer digital pain & work on proposals to fix it.
• Direct interface with IT & external parties to fix any spotted issues & ensure SLA abidance.
• Develop proper dashboards that measures digital performance & raises prompt red flags & work with DWH to ensure data automation.
• Give visibility & periodic status updates on Digital operational to management in the right forums Launching new digital capabilities that adds value to the Digital consumer journey.
• Design & Come up with new capabilities based on the understanding of Digital platforms.
• Work with IT for complete implementation of the new capabilities from idea generation till delivering & handing over to business owner.
• Report the progress of the newly launched capabilities to ensure proper functioning & consumer acceptance Launching new digital analytics tool that supports Digital business owners & enrich the visibility of consumer behavior across all digital channels.
• Introduce new reporting digital platforms & work with all relevant stakeholders starting from requirements gathering till launch.
• Own the integration of external reporting engines with Etisalat DWH.