Digital Specialist

OVERVIEW :

• The Senior Digital Operations Specialist is a key role responsible to the support the strategic development and implementation of advanced digital platforms, optimizing organizational processes and driving technological innovation for enhanced efficiency and user experience

ROLES & RESPONSIBILITIES :

 Spearhead all digital aspects of procuring and delivering solutions for Education City (EC) digital platforms, overseeing project management, SoW preparation, tendering processes, evaluation, implementation, training, and collaboration with departments and stakeholders for successful rollout.

 Develop and execute comprehensive strategies for EC digital platforms in alignment with organizational objectives and industry standards.

 Take the lead in evaluating, recommending, and integrating state-of-the-art digital technologies to optimize platform features and drive efficiency.

 Manage the configuration, maintenance, and quality control of all content and digital assets across EC digital ecosystem platforms (website, app, CMS, MP, etc.).

 Facilitate the day-to-day operations of EC digital ecosystem platforms on behalf of partner QF entities.

 Serve as a liaison and primary focal point between QF entities and third-party contracted consultants and vendors regarding activations on EC digital ecosystem platforms.

 Oversee all content aspects of revamping projects for EC digital ecosystem platforms.

 Facilitate EC digital refund requests in coordination with QF Finance and QF IT.

 Design, coordinate, and lead user training sessions for all QF entity operators and facilitators onboarded onto EC digital platforms.

 Assist and resolve general inquiries related to EC digital ecosystem platforms (website, app, CMS, MP, etc.) from both front-end and back-end users, while providing internal and external end-user support across all EC digital channels.

 Champion user-centric design principles to enhance the overall user experience and satisfaction with EC digital platforms.

 Oversee special projects and initiatives, ensuring they run as planned, adjusting project scope as needed, managing risks, identifying obstacles to project completion, and communicating proactively with all stakeholders.

 Lead the productization of activities and content within EC digital ecosystem platforms, focusing on enhancing customer experience and increasing both footfall and revenue for EC.

 Collect, synthesize, and analyze data (e.g., via Google Analytics) for continuous improvement and refinement of projects, products, and assets across all functional areas.

 Provide administrative, technical, and moderation support for EC digital platforms.

 Leverage data analytics to identify trends, measure performance, and provide data-driven recommendations for continuous improvement.

 Implement robust security measures to safeguard digital assets and ensure compliance with relevant regulations.

 Evaluate and manage relationships with third-party vendors, ensuring alignment with organizational objectives and SLAs.

 Act as a primary point of contact for troubleshooting and technical support, resolving issues promptly to minimize disruptions.

 Establish KPIs for EC digital platforms, regularly monitoring and optimizing performance to meet or exceed targets.

 Maintain comprehensive documentation of digital operations and provide regular reports to leadership, highlighting achievements, challenges, and recommendations.

 Coordinate digital projects, providing technical guidance and supervision to contractors and consultants.

 Perform other duties as assigned by the supervisor.

SKILLS & COMPETENCIES :

• Strong expertise in designing, implementing, and optimizing digital operations, with a focus on web and mobile applications.
• In-depth knowledge of digital technologies, frameworks, and platforms, including CMS, CRM, e-commerce, and marketing automation systems.
• Solid project management skills, with the ability to lead and manage end-to-end projects, ensuring timely delivery and adherence to budget.
• Analytical mindset and experience with data-driven decision-making, leveraging analytics tools and KPI tracking to drive performance improvements.
• Excellent understanding of user experience (UX) principles, responsive design, and accessibility standards. Strong communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and present complex ideas to non-technical stakeholders.
• Leadership qualities, including the ability to mentor and guide team members, and a proactive approach to problem-solving and innovation.

EXPERIENCE :

• A minimum of 6 years of experience in designing, implementing, and optimizing digital solutions and operations, preferably in a similar role.
• Proven track record of successfully leading and managing digital projects, including end-to-end project lifecycle management.
• Experience with SAAS, PAAS & IAAS implementation and management.
• Strong experience in working with cross-functional teams, including IT, marketing, and operations, to develop and execute innovative digital strategies.
• Demonstrated expertise in integrating digital solutions with existing systems and platforms, ensuring seamless data flow and optimal performance.

EDUCATION :

• Bachelor's degree in computer science, information systems, project management, or a related field is required.