Description:
The Senior Manager – Channel Reliability plays a critical role in safeguarding the organization's digital infrastructure, ensuring consistent service delivery, and enhancing customer trust. By driving operational excellence and fostering collaboration, this role directly contributes to the organization's success in delivering superior digital experiences.
- Monitoring and Performance Management: Oversee the real-time monitoring of digital channels, including mobile apps, websites, and self-service portals, to ensure high availability and optimal performance. Utilize advanced tools such as AppDynamics, Dynatrace, or other Application Performance Monitoring (APM) systems to track uptime, response times, and error rates. Establish and maintain performance benchmarks and proactively address deviations.
- Incident Management: Lead the identification, escalation, and resolution of critical incidents affecting channel reliability. Develop and implement incident management processes, including logging, root cause analysis (RCA), and corrective actions. Collaborate with IT, operations, and cross-functional teams to ensure timely resolution and minimize customer impact. Maintain detailed incident logs and reports for future reference and continuous improvement.
- Customer Feedback Integration: Analyze customer feedback from channels such as Net Promoter Score (NPS), app reviews, and surveys to identify recurring issues and areas for improvement. Drive initiatives to enhance customer satisfaction and reduce detractors, ensuring alignment with organizational goals.
- Continuous Improvement and Optimization: Identify opportunities to improve channel reliability and implement enhancements to reduce downtime and improve user experience. Develop strategies to optimize digital workflows, ensuring seamless customer interactions and self-service capabilities.
Stay updated on emerging technologies and best practices to enhance channel performance.
- Reporting and Analytics: Generate regular reports on channel performance metrics, including uptime, error rates, transaction success rates, and customer satisfaction scores. Provide actionable insights to senior leadership and stakeholders based on data analysis.
- Maintenance and Change Management: Oversee scheduled maintenance activities and ensure minimal disruption to digital services. Manage change requests related to digital channels, ensuring proper testing and deployment processes are followed.
- Collaboration and Stakeholder Engagement: Work closely with IT, product development, design, and customer care teams to ensure alignment on channel reliability objectives. Act as the primary point of contact for channel reliability-related concerns and updates. Communicate effectively with stakeholders to ensure transparency and alignment on priorities.
- Risk Management: Identify potential risks to channel reliability and develop mitigation strategies to address them proactively. Ensure compliance with security and regulatory requirements for digital channels.
- Team Leadership and Development: Lead and mentor a team of professionals responsible for channel monitoring and reliability. Foster a culture of accountability, collaboration, and continuous improvement within the team.
Qualifications
- Bachelor's in computer engineering.
- 10 + years' experience in Digital channels management including APP dev and growth