Digital Operations Manager

Full time posted 18 minutes ago in Telecommunications

Post Date : March 15, 2026
Apply Before : June 15, 2026
0 Application(s)
View(s) 1

Job Detail

Job ID 129517
Location Kuwait

Job Description

Location: Kuwait
Role Objective
Manage and optimize end-to-end digital operations across mobile app, web platforms, APIs, and backend systems to ensure high system performance, seamless customer journeys, and increased digital revenue.
Key Responsibilities
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
Candidate Profile:
 Requirement Open to all nationals

 Engineering degree or MBA preferred
 6–12 years of experience in telecom digital or IT operations
 Experience in digital transformation initiatives
 Exposure to prepaid and postpaid lifecycle management

Other jobs you may like

Strategy Manager/Head of Strategy, Governance