Digital Operations Executive

 1. Efficient Process & Communication 

• Develop, document, and roll out the incident support process for the marketing universe, including clear escalation paths and defined Service Level Agreements (SLAs). 
• Map end-to-end user journeys in partnership with the Marketing team, identifying critical touchpoints and potential failure points. 
• Establish a user journey priority matrix to guide incident escalation and triage. • Regularly communicate with stakeholders, including weekly touchpoints with Marketing and monthly reporting on usage metrics and operational performance. 

2. Proactive Monitoring 

• Design and implement synthetic monitoring to simulate key user journeys 24/7, promptly reporting deviations and incidents for investigation. 
• Enable Real User Monitoring (RUM) across all marketing pages to capture data on performance (page load times, web-vitals), user behavior (heatmaps, device types, geography), and experience quality.
•  Continuously extend monitoring coverage for new or modified pages and features within the marketing universe. 

3. Data-Driven Operations • 

• Develop and maintain dashboards (using PowerBI, Tableau, or similar tools) to visualize incident trends, SLA adherence, and usage metrics from both synthetic and real user monitoring. 
• Analyze monitoring data to identify patterns, root causes, and opportunities for proactive improvements.  
•  Collaborate with internal teams (Commercial Engineering, Technology, Business Units) to ensure seamless integration of marketing forms/pages and proper transaction tracking.  
•  Leverage the in-house Digital Operations Monitoring Application for custom reporting and alerting needs.

 4. Incident Management & Stakeholder Engagement  

• Act as the primary point of contact for major incidents impacting marketing pages, driving resolution and post-mortem analysis. 
• Engage with stakeholders to ensure transparency in incident status, resolution, and ongoing improvements. 
•  Participate in on-call rotations to support marketing pages during releases and critical windows.   

  5. Continuous Improvement 

• Identify and implement process improvements to drive operational excellence, reduce incident volume, and enhance customer experience. 
• Stay abreast of new tools, technologies, and best practices in digital marketing operations.  

Must have

• Bachelors degree in computer science, Information Systems, or a related field.  7–10 years of experience in a digital operations or marketing operations role, with hands-on experience in monitoring, incident management, and process improvement. 
•  Demonstrated experience with reporting/analytics tools (e.g., PowerBI, Tableau). – 2 years of experience 
•  Strong understanding of synthetic and real user monitoring concepts and tools such as Data Dog and dashboard monitoring. 
• Excellent communication, stakeholder management, and project management skills. 
• Ability to work cross-functionally in a fast-paced, dynamic environment. 
•  Proven track record of driving operational excellence and continuous improvements