Digital Business Operations & Service Assurance Expert

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

Responsible for ensuring the reliability, performance, and operational excellence of digital channels, APIs, and customer-facing services. The role monitors channel health, leads incident response and recovery activities, drives service improvements through data-driven insights, and coordinates with business, IT, and vendor teams to minimize customer impact. Accountable for channel stability, API performance, customer recovery, operational governance, and continuous improvement initiatives that enhance service reliability, customer experience, and business outcomes.

1. Channel & API Performance Management

• Monitor end-to-end digital channel health (web and app) to ensure uptime, stability, and responsiveness.

• Track API performance metrics (success rate, latency, error rate) and identify trends impacting customer transactions or experience.

• Coordinate with IT and vendor partners to validate service degradations and ensure timely restoration of performance levels.

• Provide business impact assessments for performance issues, linking outages or slowdowns to customer experience and revenue.

2. Recovery Operations

• Act as the first line of business response during channel or API incidents, ensuring quick coordination with Digital Operations, IT, and Marketing teams.

• Ensure customer recovery actions are executed, and proactive communications are sent to impacted customers.

• Oversee logging and closure of incidents within SLA, ensuring accurate tagging for root cause and impact analysis.

3. Data Analytics & Reporting

• Develop and maintain operational dashboards tracking key KPIs: API success rate, channel conversion, NPS, and uptime.

• Analyze data trends to identify early warning signals for potential system or customer issues.

• Present weekly and monthly business performance summaries highlighting channel health, incident trends, and customer recovery outcomes.

• Partner with analytics teams to link performance data with customer experience metrics and revenue outcomes.

4. Operational Excellence & Governance

• Execute and continuously refine the Digital Operations Playbook, ensuring alignment with business SLAs and escalation procedures.

• Coach operations analysts on performance monitoring standards, escalation protocols, and customer recovery processes.

• Maintain compliance with governance and documentation requirements, including RCA reports and operational summaries.

• Govern service transitions from the project team to L2/L3 support.

Key KPIs

• NPS (Net Promoter Score): Reflecting customer satisfaction and recovery effectiveness.

• Revenue Impact: Correlation between performance stability and conversion or sales.

• API Performance: Success rate ≥ 98%, average latency within target thresholds.

• Channel Stability: 99.5% uptime for web and app.

• Incident Resolution: 95% resolved within SLA.

Top Deliverables (Action-Focused)

• Ensure Channel & API Reliability – Monitor performance metrics, identify issues early, and coordinate rapid resolution to minimize customer impact.
   

• Drive Incident Recovery – Lead response to outages or degradations, implement recovery actions, and enforce preventive measures to reduce recurrence.
   

• Implement Continuous Improvements – Identify performance or process gaps, execute enhancements, and track effectiveness in reducing downtime or operational friction.
   

• Enable Data-Driven Business Decisions – Translate operational metrics into actionable insights, prioritize initiatives, and guide stakeholders on performance and service reliability trends.

Equal Opportunity Employer
Globe’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 here

Make 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.