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Digital Operations Director

2 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates beBee Careers Full time

Job Summary:

The Digital Operations Director will oversee daily operations of the e-commerce platform, ensuring seamless customer interactions and optimizing processes to drive business growth.

Key Responsibilities:
  • Launch, maintain, and enhance the online insurance platform for a seamless user experience.
  • Collaborate with insurance providers and digital vendors to integrate systems and services.
Operational Excellence:
  • Supervise daily call center operations, including inbound/outbound calls, email support, and live chat assistance.
  • Develop operational strategies to enhance customer service and streamline processes.
  • Monitor key performance indicators (KPIs) such as response times, customer satisfaction, and conversion rates.
  • Ensure compliance with regulatory requirements and e-commerce best practices.
  • Maintain Standard Operating Procedures (SOPs) for consistent digital service delivery.
Business Development & Stakeholder Engagement:
  • Develop partnerships with service providers to enhance product offerings.
  • Work with sales, marketing, and IT teams to align goals and execute e-commerce initiatives.
  • Analyze market trends and customer feedback to recommend enhancements and business growth opportunities.
  • Prepare and present reports on performance metrics and strategic insights.
Qualifications & Experience:
  • Bachelor's degree in Business Administration, IT, Management, or a related field.
  • 10+ years of experience in e-commerce operations, call center management, or Insurtech.
  • Strong understanding of IT infrastructure, CRM systems, and call center technologies.
  • Experience working in e-commerce platforms and digital insurance environments.