Operations Manager: Digital Care

**Advert** - People make Sage great. From our colleagues delivering ground-breaking solutions to the customers who use them: people have helped us grow for more than thirty years, and people are driving our future as a great SaaS company. We're writing our next chapter. Be part of it At Sage, we recognize that the world of work has rapidly shifted over the last few years, particularly how we work. That is why we have committed to working in a hybrid way going forward. Human connection is an essential ingredient of the 4 principles that make up our Flexible Human Work hybrid framework and we want to be transparent in what that looks like when you join our Sage family. On one hand, our offices will continue to play an important role in our future and serve as a place for spontaneous conversations, connection, collaboration as well as focused time. On the other hand, we have learned to reimagine where and when we work and to unlock that flexibility and innovation for our colleagues offering them the opportunity to work flex across their home, Sage offices or customer sites. - The role is an Operations Manager: Digital Care position in the Customer Support environment for our Payroll and Accounting Products. They operate under the direction and guidance of the Head of Digital Care. The Operations Manager: Digital Care is responsible for managing, maintaining, and monitoring Sage’s customer-facing digital ecosystem. The Operations Manager: Digital Care will be responsible for growing the Sage brand and increasing customer satisfaction. **Key Responsibilities** - Assist the organization’s overall digital transformation objectives - Responsible for the overall management of Sage City, Sage Knowledgebase, Artificial Intelligence systems and other platforms - Create and execute tactical plans across all digital platforms in line with the overall customer strategy from a global and regional perspective - Provide thought leadership and best practice in managing and improving the overall experience of the organization’s digital services - Build and maintain strong relationships with high level-level internal clients and colleagues - Monitor and report on customer feedback across digital platforms using various analytics tools and using actionable insights to improve customer experience - Use Search Engine Optimization to increase the visibility and searchability of Sage’s brand - Manage the brand tonality and humanize the digital experience by creating a consistent experience across all of Sage’s online platforms - Collaborate with the Strategic Customer Communications and Marketing teams in creating digital marketing campaigns and promotion of the Sage brand - Manage and optimize online content and ensure all playbooks and guidelines are adhered to - Onboard and support Product Specialists on new features and processes provided by Global Customer Operations or regional Leadership - Manage the strategic and tactical execution of the Digital Services activities - Deliver effective digital and human operations, driving effectiveness and efficiency in line with the Sage brand values - Monitor Sage’s social listening tool to identify growth opportunity for online platforms - Collaborate with stakeholders to drive Digital Campaigns aimed at growing platform membership and engagement - Lead the reporting framework to produce daily, weekly, monthly and quarterly formal reports on performance including revenue, customer satisfaction, and product impact - Lead skill development areas, and training needs relating to Sage online platforms through consultation, and collaborating sessions for brand development - Ensure that all Sage Policies and departmental Standard Operating Procedures are implemented and complied with by all colleagues engaging on Digital Platforms. - Continually cascade information and gather feedback from various stakeholders. Technical Competencies: - Deploy web development best practices - Understanding of coding such as HTML or Java - Good understanding of Search Engine Marketing - Understanding of digital and traditional analytics - Solution orientated - Project Management - Managing Customer expectation through difficult and complex interactions - Subject matter expertise advantageous Key performance indicators: - Customer Satisfaction Rating >90% - Content Views - NPS - Achievement of VSGM objectives Professional qualifications: - Matric / Grade 12 certificate - NQF7 qualification in IT or Marketing - Experience using Digital Marketing concepts - Knowledge of HTML is an advantage - Proven track record of managing diverse online platforms. - Comm and or similar post graduate tertiary degree - Customer centricity experience - Previous experience having worked in projects regarding customer improvements would be an advantage. - Previous experience having worked in an area which focuses on improving customer services and relations would be an advantage. - Excellent English and writing ski