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Job title: DIGITAL OPERATIONS & PERFORMANCE MANAGER
Department: Marketing
Location: Madrid, Spain
Reporting to: Consumer Digital Operations Director
Role: Permanent

DIGITAL OPERATIONS & PERFORMANCE MANAGER

Position purpose:

The Digital Operations & Performance Manager role will make you accountable for ensuring that consumer-facing digital platforms across DES markets operate with the required performance, quality, stability, scalability, and operational reliability.

You will act as the business owner for digital operations and platform performance, translating market feedback, operational pain points, and platform performance signals into clear priorities for D⁢, GDC, BTS, and relevant delivery teams. You will ensure that releases, fixes, non-functional requirements, and quality assurance activities are aligned with business needs, consumer experience expectations, and market readiness through cross-functional collaboration.

You will serve as the key business SPOC for release management, migrations in and out of general platforms, automated and manual QA efficiency, incident coordination, escalation paths,



post-mortem consistency, and operational follow-up. You will provide deployment support, process coaching, and capability building to support the adoption and value realization of global DES platforms by minimizing business disruption, improving platform reliability, and ensuring that technical decisions are transparent and actionable for markets.

Through structured governance, stakeholder alignment, and performance-oriented decision-making, you will contribute to higher market satisfaction, improved incident management, stronger release quality, enhanced business continuity, and more resilient digital operations across the DES ecosystem.

What will you do – responsibilities:

Operational Effectiveness & Performance Management

- You will define and monitor operational performance KPIs across DES digital platforms.
- You will consolidate market feedback and identify recurring performance issues and improvement opportunities.
- You will translate business and operational insights into actionable priorities for technology and operations teams.
- You will drive continuous improvement initiatives to enhance platform stability, operational quality and reliability, and market satisfaction.
- You will coordinate Market IT, GDC,



and business stakeholders to ensure execution excellence and operational alignment.

Business Readiness & Release Governance

- You will act as the business point of contact for release planning, readiness, deployment activities, and deployment support.
- You will ensure business-critical journeys are adequately covered through automated and manual testing.
- You will coordinate UAT readiness and provide business input for go/no-go decisions.
- You will drive improvements in release quality and execution standards while reducing post-release defects.

Business Continuity & Incident Governance

- You will act as the primary business SPOC for T1/T2 market incident governance impacting DES digital platforms.
- You will assess business impact and determine appropriate escalation paths and priorities.
- You will ensure consistent post-mortem processes, root-cause analysis, and corrective action tracking.
- You will provide visibility and communication to affected markets while ensuring business continuity.

Operational Quality & Business Governance

- You will assess platform needs related to performance, scalability, resilience, and maintainability.
- You will prioritize non-functional requirements based on business impact, risk, and consumer experience.
- You will support the prioritization of technical improvements and platform investments.
- You will ensure non-functional requirements are integrated into platform roadmaps and delivery plans.

Change Readiness & Operational Assurance

- You will own busines

📌 DIGITAL OPERATIONS (Madrid)
🏢 Jti
📍 Madrid