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
The Digital Operations Expert is responsible for ensuring the reliability, performance, and availability of digital channels and APIs that support customer transactions and experiences. This role oversees operational monitoring, incident management, service recovery, and performance analytics to minimize customer impact and maintain service excellence. The role works closely with Product, IT, Engineering, Marketing, and Support teams to drive rapid issue resolution, implement continuous improvements, and ensure operational readiness.
Additionally, the Digital Operations Lead leverages data and performance insights to identify trends, improve customer experience, protect revenue, and support business decision-making while ensuring compliance with governance and operational standards. HIRING REQUIREMENTS: Work Experience At least 4–6 years of experience in Digital Operations, Business Operations, Service Assurance, IT Operations, or Service Management.
Minimum 2 years of hands-on experience supporting digital channels, including mobile applications, web platforms, APIs, or customer-facing digital services. Experience in incident management and recovery operations, including coordination of bridge calls, stakeholder communications, impact assessments, and post-incident reviews. Strong understanding of ITIL-based processes, including Incident Management, Problem Management, Change Management, and Service Transition.
Proven experience translating recurring incidents, customer complaints, and operational issues into structured enhancement or optimization initiatives. Experience in root cause analysis (RCA), identifying recurring issues, and driving preventive and corrective actions. Experience governing service transitions from project delivery teams to operational support teams, including knowledge transfer, stabilization monitoring, and escalation management.
Strong background in operational reporting, KPI management, and executive-level performance presentations. Experience driving continuous improvement initiatives focused on reducing downtime, improving MTTD/MTTR, increasing service reliability, and enhancing customer experience. Exposure to Globe digital platforms, customer journeys, and operational processes is highly preferred.
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.
Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most.
Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie’s New York.
Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers. Purpose
In everything we do, we treat people right to create a Globe of Good. Vision
We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired. Mission We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.