Overview
recruiter - lorena padilla
position reports to: rafael r. Reche
work schedule: hybrid, going to the office in gdl for 3 days
the role:
the principal i, digital operations & production support ensures seamless operation of digital platforms, drives product enhancements, and provides proactive support and monitoring across systems. This role acts as the central point for operational governance, issue resolution, and stakeholder communication, enabling scalable, secure, and optimized digital experiences.
why this role matters
this position is critical for ensuring operational excellence and delivering high-quality digital experiences that support business growth and customer satisfaction. It combines technical oversight with strategic communication and continuous improvement initiatives.
job qualifications
key responsibilities
1. Digital operations management
• oversee day-to-day digital platform performance, ensuring stability, scalability, and compliance with global standards.
• monitor system health, uptime, and key performance indicators; implement proactive measures to prevent disruptions
2. Product enhancements
• collaborate with product management and engineering to prioritize and deliver enhancements based on user feedback and analytics.
• validate uat for new features and releases; ensure readiness for market deployment.
3. Support & incident management
• act as escalation point for production issues; lead root cause analysis and coordinate fixes across l2/l3 support teams.
• maintain support backlog and trend analysis; drive continuous improvement in incident response processes.
4. Monitoring & analytics
• implement monitoring tools and dashboards for real-time visibility into digital operations and product performance.
• analyze usage patterns, pain points, and performance metrics to inform product optimization and operational decisions.
5. Communications & stakeholder engagement
• serve as the primary liaison for operational updates, release communications, and change management across regions.
• prepare and deliver reports on system performance, enhancement progress, and support metrics to leadership and business teams.
qualifications
• bachelor's degree in information technology, computer science, or related field.
• 7+ years in digital operations, product support, or technology delivery roles, digital analytics & business commercial experience.
• strong understanding of digital platforms, monitoring tools, and incident management frameworks.
• excellent communication and stakeholder management skills in a matrix environment.
• languages: advanced in english
preferred skills
• experience with e-commerce, web modern applications.
• familiarity with agile methodologies and release management processes.
• certifications in itil, pmp, or digital operations frameworks are a plus.