Manager: Digital Operations

1 day ago

Pretoria, Gauteng, South Africa X, bigly labs Full time R1 200 000 - R2 400 000 per year

At
X, bigly labs
, we're Dis-Chem's high-performance innovation hub, where bold ideas meet data, design, and radical customer focus. Our mission is simple:
power the future of healthcare
by lowering costs, improving outcomes, and unlocking new possibilities. We're driven by one big question:
How do we use data + technology today to create healthier lives tomorrow?
Here, we don't just imagine the future,
we build it
. From cutting-edge digital solutions to smarter, patient-focused experiences, we're reimagining health tech to make breakthroughs possible.

Welcome to
X, bigly labs.
This is healthcare, reimagined.

The
Manager: Digital Operations
role exists to manage operations across all digital channels, ensuring complex customer and technical issues are resolved efficiently while maintaining high service quality standards. The Manager: Digital Operations leads a specialised team that handles escalated technical issues from Level 1 support, coordinates with development teams, and ensures digital platform stability and customer satisfaction.

WHAT WE'RE LOOKING FOR?

  • Bachelor's degree in Information Technology, Computer Science, or related technical field
  • 5–7 years in technical support operations, with at least 3 years in management roles
  • Experience managing Level 2 support teams and complex technical escalations
  • Experience with e-commerce platforms, mobile applications, and digital customer support systems
  • Certification in ITIL, technical support management, or related frameworks
  • Experience in retail, pharmacy, or healthcare digital operations
  • Understanding of API integrations, database systems, and web technologies
  • Experience with omnichannel customer support and digital troubleshooting

WHAT YOU WILL BE DOING?

  • Level 2 Support Operations Management
  • Technical Issue Resolution & Escalation
  • Team Leadership & Development
  • Cross-functional Collaboration
  • Performance Monitoring & Reporting

WHO YOU ARE?

  • You understand operational cost drivers and efficiency levers, with a clear view of how functional performance supports broader business goals.
  • You combine commercial awareness with a focus on customer value and impact.
  • A natural leader, you motivate and coach teams to perform at their best, manage budgets and processes effectively, and coordinate across functions to deliver results.
  • You drive performance, foster collaboration, and prioritise continuous team development.

Our values aren't just ideals, they're the through-lines in how we think, build, and make decisions that impact real lives. From bold experimentation in digital solutions to platforms built on integrity, we're shaping a culture designed for
progress that lasts
. It's a culture that
designs for the future
, asks better questions, and answers them with care, urgency, and systems that scale.

Think you've got the energy, the curiosity, and the guts? Stay close
b
igly things are ahead.

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