Data Storytelling Manager

Globe Telecom, Inc.; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Globe Telecom, Inc. seeks a focused leader to drive production, business operations, optimization and governance of end-to-end digital channel services. You will scale digital operations, oversee insights delivery, and define initiatives to remove blockers and improve performance across teams and vendors.

You will define quality controls, own data accuracy, and ensure NPS outcomes while coordinating with external teams to align direction and drive continuous improvements in the digital ecosystem.

Qualifications

• Bachelor’s degree in Data Science, Statistics, Mathematics, or related quantitative discipline.
• 5 years experience in a similar role within telecom or a related industry.
• Familiarity with big data technologies and distributed computing frameworks.
• Experience in SQL and/or Python and cloud platforms (AWS, Azure, GCP) for data storage, processing, and analysis.

Responsibilities

• Lead end-to-end digital operations and governance of digital channels.
• Oversee delivery of reports and insights analyzing business functions and impact.
• Define and own initiatives to remove blockers and improve performance.
• Develop quality controls and standards to ensure data quality and accuracy.
• Ensure customer experience outcomes (NPS) and SLA performance.
• Collaborate with service operations teams and vendors; manage relationships.

Skills

Operations experience

Process improvement

Communication

CX analysis

VOC analysis

Time management

Education

Bachelor’s degree in Data Science/Statistics/Mathematics

Tools

SQL

Python

AWS

Azure

GCP

Job description

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal. Job Description Focused leader on production, business operations, optimization and governance of end to end service of digital channels

DUTIES AND RESPONSIBILITIES:

With the Business Manage DGT escalated handling Scale end to end digital operations Oversee delivery of reports and insights that analyze business functions and impact Define, develop and own initiatives that remove blockers and improve overall performance of the digital operations team Develop and implement quality controls & departmental standards to ensure data quality & accuracy Accountable for operational and customer experience (NPS) outcomes in their specific end-to-end customer episode Drive closure of critical deliverables to achieve / improve service level performance With the External Teams Work with different service operations teams to close the loop of VOC and operational issues Represent the “voice of the customers” and govern the customer insights Work with enabling groups to ensure that they are aligned, engaged and supportive of the direction of DGT Oversee band aid and future proof fixes within and outside DGT channels Manage day-to-day relationships with teaming partners and vendors Facilitate the identification of process improvements Review technical recommendation and functional specification to ensure service management requirements are included in the solutions delivery/enhancements KPIs NPS Revenue Channel stability Top 3-5 Deliverables Review completeness and accuracy of the incident and problem management reports (eg weekly and monthly operations review) Analyze incident and problem management and review action plans to prevent recurrence of the incidents and problems Monitor progress, dependencies and impediments Competencies Relationship and Customer Service Performance Management Time Management Organizational and Critical Thinking Strong operations experience Strong interest on process improvement Communication and Coordination Skills CX Support and Issue Resolution Digital Content and VOC Analysis

REQUIREMENTS:

Bachelor’s degree in a relevant field such as Data Science, Statistics, Mathematics, or a related quantitative discipline. 5 years experience in a similar role within the industry or domain relevant to the organization (telecom). Familiarity with big data technologies and distributed computing frameworks for handling and analyzing large-scale datasets. Experience in SQL and/or Python and working with cloud platforms (e.g., AWS, Azure, GCP) and their data services for data storage, processing, and analysis

Equal Opportunity Employer Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants. Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us. Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most. Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie’s New York. Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers. Purpose In everything we do, we treat people right to create a Globe of Good. Vision We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired. Mission We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.