Global Digital Products Operations Specialist Milano, Lombardia, Italy Who we areAmplifon is an Italian multinational company and the global leader in hearing care solutions and services for retail expertise, customization and consumer care. More than 20,000 professionals every day in a network of 9,500 points of sale across 26 countries, give back the joy of hearing, feeling and living to thousands of people across the world.In Amplifon we believe people are the most important component of our success. Thanks to our best-in-class Hearing Care Professionals and front and back-office Teams, we are able to put the everyday taps, pops and splashes back into the lives of our customers. We believe that its only through strong investment in talent engagement, continuous professional development, support and recognition that our people can exceed every limit and build a fulfilling career.Aligned to this goal, we offer a hybryd working policy, allowing employees to work 9 days/month remotely. Position OverviewAmplifon Global Digital Products team is currently seeking for a Digital Products Service Manager. He or she will interact with Business and development team during both project and operational phases to properly handle release management and improve the support service, thus granting service availability, continuity and Continuous Service Improvement of Amplifon websites and Mobile App. Main Responsibilities Promote application and process improvements based on operational experience and feedback from customers Prioritize issue analysis and resolution activities based on business context and understood criticalities Be the first point of contact for any critical issue or improvement need related to Websites, Mobile Apps and internal digital products developed for business critical shop activities Ensure service continuity, while coordinating release of enhancements and evolutions of digital assets, with comprehensive understanding in Architecture, System Integration, Security, Performance, Scalability and Reliability Interact with application development, enterprise architecture, technology teams and vendors on a regular basis, being the focal point for the Service Management and governance Interact with IT managers from EMEA, AMERICAS and APAC in order to collect feedbacks on Service quality and address analysis and improvements Investigation of application issues to determine root causes and handle Service Continuous Improvement plan Lead Service reviews with vendors involved in Application Maintenance activities, dealing with both operative and contractual topics Skills Ability to prioritize assignments, handle shifting deadlines and work independently as well as in a team environment Strong skill in problem solving Highly appreciated experience in IT of Companies in Retail industry Ability to work flexibly in a rapidly Corporate changing environment Work well under pressure to meet deadlines and manage business expectations Excellent communication (written and oral) and interpersonal skills Understanding of relational databases Proven competence on Web based applications development and maintenance Knowledge of Adobe Experience Manager highly appreciated Knowledge of Mobile App development highly appreciated System Administrations competencies appreciated Qualifications >2 years working experience in functional analyst role, in CRM or Campaign Management projects highly appreciated 3-5 Year degree in Computer Science preferred or Economics Willing to travel as required Any successful candidate will be required to be fluent in Italian and English (both written and spoken)
