At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

Focused leader on production, business operations, optimization and governance of end to end service of digital channels

Duties And Responsibilities

With the Business

Manage DGT escalated handling
Scale end to end digital operations
Oversee delivery of reports and insights that analyze business functions and impact
Define, develop and own initiatives that remove blockers and improve overall performance of the digital operations team
Develop and implement quality controls & departmental standards to ensure data quality & accuracy
Accountable for operational and customer experience (NPS) outcomes in their specific end-to-end customer episode
Drive closure of critical deliverables to achieve / improve service level performance

With the External Teams

Work with different service operations teams to close the loop of VOC and operational issues
Represent the voice of the customers and govern the customer insights
Work with enabling groups to ensure that they are aligned, engaged and supportive of the direction of DGT
Oversee band aid and future proof fixes within and outside DGT channels
Manage day-to-day relationships with teaming partners and vendors
Facilitate the identification of process improvements
Review technical recommendation and functional specification to ensure service management requirements are included in the solutions delivery/enhancements

KPIs

NPS
Revenue
Channel stability

Top 3-5 Deliverables

Review completeness and accuracy of the incident and problem management reports (eg weekly and monthly operations review)
Analyze incident and problem management and review action plans to prevent recurrence of the incidents and problems
Monitor progress, dependencies and impediments

Competencies

Relationship and Customer Service
Performance Management
Time Management
Organizational and Critical Thinking
Strong operations experience
Strong interest on process improvement
Communication and Coordination Skills
CX Support and Issue Resolution
Digital Content and VOC Analysis

Requirements

Bachelor's degree in a relevant field such as Data Science, Statistics, Mathematics, or a related quantitative discipline.
5 years experience in a similar role within the industry or domain relevant to the organization (telecom).
Familiarity with big data technologies and distributed computing frameworks for handling and analyzing large-scale datasets.
Experience in SQL and/or Python and working with cloud platforms (e.g., AWS, Azure, GCP) and their data services for data storage, processing, and analysis

Equal Opportunity Employer

Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

Data Storytelling Manager