Senior Supervisor, Digital Solution Service
Purpose of the job
Responsible for digital services channels projects. This covers Orange.eg as the main web channel for self-service and My Orange mobile application serving both mobile and fixed (DSL) customers as well as CP tools (web & app), and other various digital services.
Duties and responsibilities
- Responsible for digital transformation projects, through working closely with various departments to collect requirements, like customer service, HR, Sales, IT & Marketing teams to achieve higher revenues and better customer experience.
- Conduct business analysis and solution architecture to ensure logical connection and arrangements between system components internally, between digital system and the rest of ecosystem for all digital services and channels.
- Abide by the standards and best practices of digitalization and provide solutions that will cater any digital based service or project that are dynamic and scalable to allow future developments.
- Perform project management activities, like scope, budget, schedule and resources management since the kick-off of the project till the launch and post deployment monitoring.
- Run steering committees for key initiatives, converting business requirements to detailed technical documents to be used for software development, testing and validation afterwards.
- Handle vendor management for all digital suppliers that support Orange Egypt digital portfolio, ensure design and delivery according to the specs within the digital transformation journey and support the needed roadmap.
- Support the vendor management actions in the technical specs, integration alignments, contracts validation, negotiations and solution assessment.
- Responsible for the digital services and channels operations and support, ensure the resolution of critical issues that would impact the digital products and services like system capacity, tickets resolution, customer complaint handling and SLA reporting.
- Responsible for assessing emerging trends, technologies and potential partnerships that allow us to deliver innovative experiences that simplify customer experience.
- Lead junior PMs, BAs and SAs to deliver the right high-quality projects from all aspects of management and architecture through coaching and mentoring.
- Manage the production of analytical reports on digital traffic and trends to identify opportunities of enhancements.
- Develop a dashboard to reflect all KPIs that monitor and analyze trends on all digital based services, platforms and trend of growth or decline on each channel per service.
- Prepare to executives and board the achievement and performance of the various digital services to report different performance KPIs on regular basis.
Job specification
Education
B.SC. in communication engineering, computer engineering, computer science or electronics
Experience
2 - 4 years experience in telecom field specifically in data broadband products and services
Knowledge of telecom and digital environment and protocols
Knowledge of project management methods
Good general IT background
Skills and abilities
Fluent English and Arabic is a must.
Ability to work in a fast-paced, dynamic environment, handling multiple concurrent tasks.
Very good interpersonal skills and teamwork.
Good leadership skills.
Comfortable with pressure and changing business requirements.
At Orange, only your skills matter.
Regardless of your age, gender, background, origin, religion, sexual orientation, disability, neurodiversity, or appearance, we actively encourage diversity within our teams, as it is a collective strength and a driver of innovation.
Orange is a disability-inclusive employer: please feel free to let us know about any specific needs you may have.