Digital Platform Operation Specialist

Role overview

Responsibilities

• Prioritize features, enhancements, and defects using customer value, business impact, effort, and dependencies.
• Lead portal journeys for business onboarding, account and service management, billing, payments, and support.
• Partner with Enterprise Business to increase adoption and self-service.
• Own web journeys for discovery, lead capture, acquisition, and self-service; improve usability, accessibility, and conversion.
• Own chatbot journeys, intents, knowledge, and integration priorities; improve answer quality, task completion, resolution, and escalation.
• Create user stories and acceptance criteria; lead backlog refinement, coordinate dependencies, oversee user acceptance testing, and approve business release readiness.
• Use analytics and feedback to improve outcomes; coordinate service issues and compliance with accountable teams.

Requirements

• Bachelor’s degree in IT, Engineering, Business, or a related discipline, or equivalent relevant professional experience.
• Experience in product ownership across enterprise portals, websites, or conversational platforms.
• Expertise in Agile delivery, roadmap planning, and backlog management.
• Experience in enterprise self-service, web journeys, and chatbot integrations.
• Experience with customer research, analytics, and experimentation.
• Stakeholder management experience; telecommunications or service-led business experience is preferred.