It Operations Professional - Digital Customer Engagement

Roles and Responsibilities:

The IT Operations Professional will be responsible for working closely in Service team leading and handling projects delivery for the India by taking end-to-end project ownership and accomplishing the defined goals Specifically towards customer engagement.

Key Responsibilities:

• Lead the design and execution of digital engagement strategies to strengthen direct customer interaction and experience.
• Own the end-to-end digital customer journey, ensuring a seamless, consistent, and unified experience across all digital touchpoints.
• Drive digital transformation initiatives for TP Fleet Operations, improving communication, service workflows, and operational efficiency.
• Collaborate closely with cross-functional teams (IT, operations, sales, service) to identify and implement high-impact digital engagement opportunities.
• Define program goals, success metrics, and roadmaps aligned with business objectives.
• Track, analyze, and report the performance of digital initiatives using clearly defined KPIs and business outcomes.
• Evaluate emerging tools and platforms for business relevance, scalability, and operational efficiency, lead adoption where appropriate.
• Own governance by maintaining documentation on tool usage, standards, security, and compliance requirements.
• Conduct periodic reviews to identify redundant or underutilized tools and drive rationalization.
• Apply agile methodologies to manage digital initiatives, ensuring rapid delivery, continuous improvement, and stakeholder alignment.
• Act as a change agent to drive digital adoption across business teams.
• Travel up to 20% as required to support stakeholder engagement, workshops, and rollout activities.

Requirements & Qualifications:

A Bachelor's degree (BE/BTech/MCA & MBA) in Computer Science, Engineering, Information Systems Management, or a related field with consulting experience.

• PMP Certifications or equivalent certification (good to have)
• Scrum Product Owner or Scrum Master Certifications (good to have)

Additional skills requirements:

• Excellent written, oral, presentation and facilitation skills
• Ability to coordinate multiple projects and initiatives simultaneously through effective prioritization, organization, flexibility, and self-discipline.
• Must have demonstrated project management experience.
• Reporting tools and processes.
• Proactive, organized, and self-sufficient with ability to priorities and multitask.
• Analyses complex or unusual problems and can deliver insightful and pragmatic solutions.
• Ability to quickly and easily create/ gather/ analyze data from a variety of sources.
• A robust and resilient disposition able to encourage discipline in team behaviors