Digital Operations Support Lead — Customer Experience

Jobtailor; Colorado; On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor is seeking a leader to guide day-to-day support operations for a portfolio of digital platforms, including marketing, DAM, eCommerce, and customer-facing solutions. You will coordinate escalations across business and technical teams and monitor platform health with dashboards and KPIs to drive improvements.

You will champion continuous service improvement, analyze data to identify opportunities, and develop training materials and procedures to elevate support quality and speed.

Qualifications

• Experience supporting enterprise digital platforms across multiple domains.
• Strong business analysis, data analytics, and KPI reporting capabilities.
• Experience with Agile delivery methodologies and SDLC.
• Experience collaborating with diverse stakeholders and cross-functional teams.
• Proficiency with Microsoft 365 applications and executive-level reporting.

Responsibilities

• Lead day-to-day support operations for digital platforms including marketing and eCommerce products.
• Coordinate support escalations and communications across business and technical teams.
• Monitor platform health, dashboards, KPIs, and service metrics to identify risks and opportunities.
• Champion continuous service improvement and operational excellence.
• Analyze case data and performance indicators to identify improvement opportunities.
• Develop and maintain operational documentation, training materials, and procedures.
• Provide guidance to Tier 1 support teams to improve troubleshooting and first-contact resolution.
• Lead onboarding of new products into the support organization and define service readiness plans.

Skills

Business analysis

Data analytics

Continuous improvement

KPI reporting

Stakeholder collaboration

Executive communication

Education

Bachelor's degree in Information Technology or related field

Tools

Power BI

Tableau

Jira

Azure DevOps

Rally

Mingle

Job description

Jobtailor is seeking a leader to guide day-to-day support operations for a portfolio of digital platforms, including marketing, DAM, eCommerce, and customer-facing solutions. You will coordinate escalations across business and technical teams and monitor platform health with dashboards and KPIs to drive improvements.

You will champion continuous service improvement, analyze data to identify opportunities, and develop training materials and procedures to elevate support quality and speed.