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 channelsDUTIES AND RESPONSIBILITIES:With the BusinessManage DGT escalated handlingScale 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 performanceWith the External TeamsWork with different service operations teams to close the loop of VOC and operational issuesRepresent the “voice of the customers” and govern the customer insightsWork with enabling groups to ensure that they are aligned, engaged and supportive of the direction of DGTOversee band aid and future proof fixes within and outside DGT channelsManage day-to-day relationships with teaming partners and vendorsFacilitate the identification of process improvementsReview technical recommendation and functional specification to ensure service management requirements are included in the solutions delivery/enhancementsKPIsNPSRevenueChannel stabilityTop 3-5 DeliverablesReview 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 problemsMonitor progress, dependencies and impedimentsCompetenciesRelationship and Customer ServicePerformance ManagementTime ManagementOrganizational and Critical ThinkingStrong operations experienceStrong interest on process improvementCommunication and Coordination SkillsCX Support and Issue ResolutionDigital Content and VOC AnalysisREQUIREMENTS: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 analysisEqual Opportunity EmployerGlobe’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 hereMake 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.