Digital Operations Lead
Vodafone
Athens, GR
πριν από 6 μέρες

07-Jul-2020 Full Time

Our purpose at Vodafone is to connect for a better future. As a Global Communications Technology company, we put the customer at the heart of everything we do.

We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.

We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together.

Join our journey as we connect for a better future. Ready?

Virtual Hiring is in place! The health and safety of our employees and candidates is our top priority.

As a technology and communications company, Vodafone is all about flexible and smart working solutions. We will continue to hire as usual and will be conducting virtual interviews as a precaution.

Role Purpose :

Being part of an agile team, the Digital Operations Lead’s mission is to provide top-notch customer experience for both Vodafone.

gr and MyVodafone app customers. Digesting the voice of the customer with business needs, Digital Operations Lead defines and delivers all necessary operations to support both digital customer and other Squads’ Tribe needs.

Key accountabilities and decision ownership :

  • Engages in agile or waterfall development lifecycle to deliver mini operational projects that serve customer operations
  • Engages stakeholders and senior leaders regularly on all aspect of Vodafone.gr and MyVodafone app operations (payments, reconciliations, upgrades)
  • Defines the skills and capabilities required for the proper operations of app and web with the Tribe Lead, the Tech Lead and the Chapter Leads
  • Develops journeys and digital campaigns that serve Vodafone company needs (ie EBU, HR, Vodafone institute)
  • Execution of content nurturing, SEO and other content operations for multiple stakeholders
  • Digital customer operations (CXX, surveys, customer metrics)
  • Monitors channel healthiness and owns digital customer incidents
  • Designs processes that assist in digital operations of owned channels
  • Digital channel performance & optimizations (e.g. mob / web client DXL development)
  • Defines and tracks Objective Key Results (OKRs) and KPIs as part of the quarterly business reviews (QBR) process
  • Participates in all ceremonies and focuses on the team to deliver maximum business value in regular increments
  • Functional skills, experience & knowledge :

  • Technical savviness in digital channel operations
  • Experience in digital operations from customer facing functions to back office
  • Knowledge of the web & mobile application industry and services
  • Experience working with internal and external business partners, driving and completing concurrent projects on time and within budget
  • Experience and knowledge of the Telco industry strongly preferred
  • JIRA / Confluence, MS Project, or equivalent experience will be a plus
  • Core competencies and behaviours :

  • Strong stakeholder management skills
  • Strong facilitation and organization skills
  • Experience working with agile methodologies / in agile teams strongly preferred
  • Excellent written and verbal communications skills, with both technical and business audiences
  • Very good analytical, technical, and problem solving skills, with high-levels of creativity
  • Excellent teamwork and collaboration skills
  • Strong time-management and prioritization skills, with the ability to juggle multiple balls
  • What's in it for you :

  • Competitive salary
  • Private Health & Medical Insurance
  • Smart Working 1-day / week work from home
  • Extra days-off : We love mothers 4 months extra paid off-period!
  • Gym, Sports, Excursion weekends & Special events
  • Restaurant, entertainment areas, hairdresser, etc.
  • Needless to say, we cater for your communication wherever you are
  • Come as you are. We love when people feel they can be themselves at work.
  • Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded.

    We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business.

    We actively encourage everyone to consider becoming a part of our journey.

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