Digital Platform Operation Specialist

Job Overview and Responsibilities

The role involves complete ownership of product roadmaps and backlogs, focusing on prioritizing features, improvements, and fixes by assessing customer value, business impact, and effort dependencies. You will spearhead Enterprise Portal functionalities supporting business onboarding, account management, billing, payments, and customer service, collaborating with the Enterprise Business team to boost adoption and promote self-service options.

Managing Web journeys is also a key responsibility, with an emphasis on discovery, lead generation, customer acquisition, and enabling self-service, working closely with Design, Content, Marketing, and Sales teams to enhance usability, accessibility, and conversion rates. Additionally, the role entails ownership of Chatbot conversational flows, intent mapping, knowledge base organization, and integration prioritization to elevate response accuracy, task completion, and problem resolution, ensuring seamless escalation to Customer Care when necessary.

The position requires translating business requirements into detailed user stories and acceptance criteria, leading backlog refinement sessions, coordinating dependencies across delivery teams, overseeing user acceptance testing, and validating readiness for business releases. Continuous improvement is driven through analytics and customer feedback, while managing service issues and compliance alongside designated teams.

Qualifications

• A Bachelor’s degree in Information Technology, Engineering, Business, or a related field, or equivalent professional experience.
• Proven experience in product ownership roles centered on enterprise portals, websites, or conversational platform management.
• Strong proficiency in Agile methodologies, including delivery, roadmap planning, and backlog governance.
• Background in enterprise self-service implementations, website user journeys, and chatbot system integrations.
• Expertise in customer research, analytics, and conducting experimentation to inform decisions.
• Effective stakeholder management capabilities, preferably gained within the telecommunications sector or service-oriented businesses.