Digital Operations Specialist

We are seeking a Digital Operations Specialist to join our team and contribute to the implementation of operational excellence for the post-purchase customer journey. This role will focus on adopting efficient processes and communications, proactive monitoring, and data-driven operations. The successful candidate will work collaboratively with various teams across digital, legal/tax segment, Commercial Engineering, Service Management, and technology to ensure seamless operations and optimal user experiences. If you're passionate about digital operations, have a keen eye for detail, and thrive in a fast-paced, collaborative environment, we want to hear from you. Join our team and help shape the future of our digital operations! About the Role: Leverage approved AI tools to improve individual efficiency and output quality, reducing manual effort across routine knowledge-work tasks while ensuring responsible use. Build repeatable AI-enabled workflows and assets (prompts, templates, automations) that drive sustained productivity improvements aligned to long-term objectives. Deploy features and enhancements through active software development for our in-house monitoring solution, Digital Operations Monitoring Application. Implement and manage proactive monitoring through the deployment of browser and API synthetics monitoring. Perform daily checks across the Self-Service Portal (SSP), MyAccount, CSWeb, and various post-purchase journey experiences to ensure all user flows are working as expected. Collaborate with Global Command Center (GCC) and Service Management Digital support teams to ensure incident handling, stakeholder communication, and root cause analysis is followed per agreed SLAs. Work closely with Digital scrum development teams to prioritize future enhancements and bug fixes. Participate in an on-call weekend rotation during release deployments to ensure all digital services are working as expected. About You: Degree in Computer Science, Information Technology, Business Administration, or other closely related field. 6-8 years of experience in web development – .NET being preferred. 6-8 years of experience working in an operations role for a B2B or B2C digital platform supporting multiple products and features. Experience with cloud technologies such as AWS and RDS would be an asset. Previous working experience with any of the following would be an asset: Salesforce, APTTUS, CPQ, SOQL, SQL, SAP, HTML. Experience setting up monitoring in a production environment (example: Datadog or AppDynamics). Strong customer service skills – ability to communicate effectively with stakeholders, pay attention to their concerns, and provide clear, regular updates for issues and ongoing requests. Tenacity and attention to detail in establishing processes and reporting mechanisms, creating documentation, and tracking and managing errors through to resolution. #LI-GS1 What’s in it For You? Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected. Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance. Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. Industry Competitive Benefits: We offer comprehensive bene ... (truncated, view full listing at source)