Digital Operations Manager
NTUC Enterprise Co-operative Limited is the holding entity and single largest shareholder of the NTUC group of Social Enterprises. We aim to create a greater social force to do good by harnessing the capabilities of the social enterprises to meet pressing social needs in areas like health and eldercare, childcare, daily essentials, cooked food and financial services. Serving over two million customers, NTUC Enterprise wants to enable and empower all in Singapore to live better and more meaningful lives.
The NTUC Enterprise Centre of Excellence for Data, Digitalisation and Technology leads the transformation of the NTUC Social Enterprises by leveraging digital technologies to become more nimble, adaptable and innovative in today’s digital age. The NTUC Enterprise Centre of Excellence for Data, Digitalisation and Technology has been registered as NTUC Enterprise Nexus, a wholly owned subsidiary of NTUC Enterprise.
The role of Manager, Digital Operations is to manage digital business that grew online ecosystem for preschool education. This includes ecommerce operations for production operations for a SaaS production for preschool education and its relevant modules, and other digital products’ operations and projects.
NTUC First Campus is the leading preschool provider in Singapore and expanding overseas. Now it is developing, enhancing and scaling up its digital operation in preschool sector. This includes acquiring resources and coordinating the efforts of business, tech and third-party partners to manage operations and deliver projects according to the strategies.
This role has following responsibilities
1. Product Operations of a digital product for preschool:
Build expert-level understanding of the industry and the ecosystem, and deliver strategies to maintain and grow our product position in the market
Daily operations for cloud-based mobile digital product for internal and external preschool players and all other digital products
Design, deploy, measure and fine-tune operational processes for SaaS product on an ecosystem
Work with product team, develop team, and ground operation team, and customer success team to identify and resolve operational risks for internal and external customers
Manage incident investigation, enhancement delivery, change management, performance improvement and feature design
Monitor and analyse the operation data to gain insights on the marketplace to improve overall performance KPI
Establish key performance metrics and provide regular progress reports, sentiment analysis and track budgets
Responsible for SLA of digital products and its customer success. Monitor the customer success BPO operations and constantly improve its service level.
2. Communication and stakeholder / 3rd party Management
Set and continually manage project expectations with team members and stakeholders
Manage the interface, integration, collaboration with 3rd party, such as ECDA, NTUC, to ensure the smooth digital operation
Effectively communicate operations and project expectations to stakeholders in a timely manner
Understand AWS cloud solution and manage 3rd party around the cloud solution
Understand google analytics, adobe analytics or similar tools to monitor web performance and manage stakeholders and 3rd party on marketing topics
At least 3 years’ experience in project management supporting business processes and operations
Strong organizational, presentation, and customer service skills
AWS Cloud knowledge
Google Analytics or similar tools knowledge
Ecommerce experience desired
Digital marketing experience preferred
Business bidding / tender process knowledge is an advantage
Good leadership skills
Curiosity and a desire to continue learning
Strong analytical mind and problem solving skills
Ability to think out-of-the-box
A highly collaborative work style with the ability to work and manage in a rapidly changing environment
Ability to prioritise and multi-task effectively
Strong communication and interpersonal skills
Knowledge of network and datacenter infrastructure
Understanding of systems integration challenges and solutions
Understanding of integration of online channels (web & mobile) with offline
Drive for researching better technologies to solve real life issues
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