MOBILE APP OPERATIONS OFFICER

Job Summary

Responsible for overseeing the day-to-day operations, performance, stability, user experience, and continuous improvement of the company mobile application. Ensures the mobile platform supports business objectives, delivers a positive customer experience, and meets operational, compliance, and service-level requirements.

Reports To

Department Head / Product Delivery Head

Key Duties and Responsibilities

· Manage overall mobile application operations and service performance.

· Monitor app availability, user adoption, transaction volumes, incident trends, and customer feedback.

· Lead coordination with IT, developers, vendors, and business units regarding application maintenance and enhancements.

· Plan and oversee testing, deployment, and post-implementation activities for new releases and features.

· Develop and maintain operating procedures, user guides, and support documentation.

· Analyze app performance metrics and identify improvement opportunities.

· Ensure compliance with company policies, data privacy requirements, information security standards, and regulatory requirements.

· Prepare management reports and recommendations concerning mobile app performance and user engagement.

· Supervise and provide guidance to Mobile App Operations Staff.

· Drive continuous improvement initiatives to enhance customer experience and operational efficiency.

Authorities

· Recommend and prioritize application enhancements and process improvements.

· Approve routine operational procedures and user support processes.

· Escalate critical incidents and risks to management.

· Coordinate directly with vendors regarding operational concerns within approved scope.

Internal Stakeholders

· Information Technology Division

· Marketing Department

· Customer Service Team

· Business Units

· Compliance and Risk Management

External Stakeholders

· Application Development Vendors

· Platform Service Providers

· Third-Party Partners

· End Users and Customers

Education and Experience

· Bachelor’s Degree in Information Technology, Computer Science, Business Administration, Marketing, or related field.

· Minimum 3–5 years of experience in digital platforms, mobile applications, operations, or project coordination.

· Experience in mobile application lifecycle management, user support, and analytics is preferred.

Competencies

· Leadership and People Management

· Analytical Thinking

· Problem Solving and Decision Making

· Project and Stakeholder Management

· Customer Focus

· Communication and Presentation Skills

· Digital and Technology Awareness

· Continuous Improvement Mindset

Key Performance Indicators

· Mobile application uptime and availability.

· Incident resolution rate and service-level compliance.

· User adoption and active user growth.

· App store ratings and customer satisfaction scores.

· Timely delivery of enhancement initiatives and releases.

· Accuracy and timeliness of operational and management reports.

· Compliance with operational, security, and regulatory requirements.

Benefits:

• Additional leave
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Promotion to permanent employee

Work Location: In person