Associate Director-Digital Services & Platform Business Owner

The Digital Services and Platform Business Owner is responsible for defining tech needs, shaping the technology solutions roadmap from the business perspective in collaboration with IT teams and overseeing the implementation to ensure that delivered solutions are in line with business expectations (both B2B and B2G) for successful launch and operationalization of the GSC.

This role, together with its IT counterpart(s) ensures that all systems, platforms, and digital tools enabling GSC needs, including CRM, ticketing, knowledge management, AI-driven support, and automation solutions, are implemented on time and aligned with operational needs.

The role acts as the key liaison between business, IT, and tech partners, ensuring seamless coordination of business and tech capabilities enablement.

• Technology Implementation & Readiness

– Define, detail and cascade clear business needs and expectations for GSC tech solutions, including CRM, chatbot(s), ticketing,

and knowledge mgmt. platforms

– Coordinate with IT teams and external vendors to define and track implementation timelines and manage dependencies

– Ensure system configurations, integrations, and data flows align with operational workflows and business requirements

• Operational Alignment & Testing

– Define and execute, in alignment with IT and tech vendors, testing and validation strategy to confirm system readiness before release

– Conduct end-user training sessions and support onboarding for GSC staff, ensuring a smooth adoption of platforms and capabilities

– Monitor system performance, reliability, and adoption, ensuring that efficiency levels are in line with expectations before release

• Digital Services Management & Optimization

– Oversee GSC tech platforms & other digital guest support solutions, to ensure high operational efficiency

– Continuously evaluate and orchestrate implementation of new digital capabilities and emerging technologies to enhance GSC

– Work closely with IT and vendors to optimize system performance, reduce downtime, and improve automation

• Education:

– Bachelor’s or Master’s degree in Business Administration or Information Technology, with focus on Digital Transformation Experience:

– 5-6+ years in project mgmt., tech implementation, or digital transformation, preferably in customer service or contact center and

with exposure to both B2B and B2G ecosystems

• Technical Skills:

– Strong experience with CRM systems, contact center platforms, AI chatbots and automation tools, preferably in Microsoft ecosystem

• Soft Skills:

– Excellent problem-solving skills, stakeholder mgmt. abilities, and the ability to bridge the gap between business & technology teams

• Education:

– Bachelor’s or Master’s degree in Business Administration or Information Technology, with focus on Digital Transformation

• Experience:

– 12+ years in project mgmt., tech implementation, or digital transformation, preferably in customer service or contact center

with exposure to both B2B and B2G ecosystems

• Technical Skills:

– Strong experience with CRM systems, contact center platforms, AI chatbots and automation tools, preferably in Microsoft ecosystem

• Soft Skills:

– Excellent problem-solving skills, stakeholder mgmt. abilities, and the ability to bridge the gap between business & technology teams