Digital Operations Manager

Overview

The Digital Operations Manager will oversee the complete commercial and operational success of a remittance application within the Abu Dhabi market. This role serves as the key liaison among Product, Marketing, Technology, and Customer Service departments to ensure that the application stays competitive, adheres to regulations, and focuses on customer satisfaction. Additionally, the manager is accountable for discovering new partnerships and products while negotiating and finalizing associated business agreements relevant to this market.

Responsibilities

• Achieve targeted transaction volumes, revenue goals, and customer acquisition benchmarks for the market segment.
• Maintain competitive exchange rates and fees by recommending price amendments as necessary.
• Collaborate with Treasury and liquidity providers to secure the most favorable rates available for the app.
• Keep track of competitors’ products, pricing, and campaigns to propose and implement strategic initiatives ensuring market share retention.
• Coordinate and execute promotional roadshows and offline activities jointly with Marketing to increase brand exposure and customer base.
• Identify, assess, and integrate new partners and products to diversify offerings and stimulate incremental growth.
• Lead commercial negotiations with partners, vendors, and service providers to obtain advantageous contract terms.
• Develop, negotiate, and finalize partnership contracts, collaborating with Legal and Compliance teams when necessary.
• Secure all required internal and external approvals prior to launching new collaborations or products in the market.
• Supervise the onboarding-to-transaction process funnel to ensure smooth management at each stage.
• Conduct user acceptance testing (UAT) for product launches and feature updates, delivering detailed feedback to Product and Tech teams.
• Escalate app-related issues impacting the market to Product and oversee their resolution.
• Handle customer inquiries promptly and professionally across multiple channels.
• Address customer complaints and escalations by coordinating with appropriate internal teams.
• Guarantee fulfillment of all incentives, rewards, or benefits promised to customers as part of marketing campaigns.
• Collaborate with cross-functional teams including Product, Marketing, and Tech to define and prioritize market-specific requirements.
• Maintain comprehensive management information systems (MIS) and dashboards, providing regular actionable reports for leadership.
• Plan and implement marketing campaigns on the application, sharing accountability with Marketing for achieving timelines, budget adherence, and growth objectives.
• Obtain all necessary permissions from relevant local authorities before initiating marketing campaigns.

Qualifications

• Bachelor’s degree in Business, Finance, Information Technology, or related discipline; an MBA is preferred.
• 3 to 6 years of experience in digital operations, fintech, or remittance/payments sectors, particularly involving app-based products.
• Ideally, over 10 years of total professional experience.
• Strong commercial insight with proven experience in partner/product identification and commercial agreement negotiation.
• Analytical skills with a background in management information systems, dashboard generation, and data-driven decision making.
• Familiarity with incident escalation procedures, UAT/testing protocols, and basic knowledge of payment systems (FX).
• Experience working alongside Product and Technology teams, with Agile or Scrum methodologies being a plus.
• Excellent communication and stakeholder management abilities across regulatory bodies, vendors, partners, and internal divisions.
• Capability to operate effectively in a fast-moving, 24/7 environment including availability for on-call support in critical situations.