Airtel - Manager - Product Operations - Customer Experience

Manager - Product Operations - Customer Experience

About the Role:

Looking for highly-engaged operations person to come in and drive operations for Mobile Services (Postpaid / Prepaid). In this role, the person will be required to engage with respective functions like Product, Engineering,CE Teams both at Circle and Center & CC Ops etc while identifying key problem areas and working with respective teams to address the structurally. You are also required to think of new enhancements on APP which can drive engagement and experience on the Thanks App.

Key Responsibilities:

1. Identify key problems / Areas of Opportunities - Analyze and provide data to help product make better informed decisions (Plan for Here and Now and Structural Fix)

2. Collaborate with Experience Testing team - work on bugs identified in testing and work with Product on prioritizing them, data backed approach

3. Managing product GTM / Pilots along with the Customer Experience & Retail team, ensure complete readiness (touch-points training, DT readiness, etc.)

4. Responsible for scaling the solutions enabled implemented in HnS / APP (partner with Growth / Experience teams) to enable / maximize the value for millions of Airtel Thanks users.

5. Communicate to the wider teams on developments, product changes, enhancements on APP.

Experience & Skills:

1. Problem Solving, Critical Thinking and Analytically strong

2. Proven ability to show resiliency and be able to priorities key activities within the business while managing stakeholder expectations

3. Technically proficient - Ability to understand complex technical systems used across telecom processes and be able to communicate complex concepts in simple form.

4. Highly flexible and adaptable to change