Digital Operations Performance Manager

TUI UK and Ireland is the UK's largest tour operator with key brands including Thomson, First Choice and Thomson Cruises. TUI UK and Ireland's airline, Thomson Airways, is the UK's third largest airline with 61 aircraft operating to over 73 destinations in 20 countries. Thomson Airways was the first airline in the UK to take delivery of Boeing's 787 Dreamliner and is flying the aircraft on long haul flights. We employ a team of 13,300 colleagues, serving 5.2 million customers each year. TUI Group is the world's number one integrated tourism group. Covering the entire touristic value chain under one roof we employ 76,000 people in over 100 countries and offer 20 million customers comprehensive services in around 180 destinations worldwide. Help make our customers smile and in return you will receive a competitive salary, pension scheme and further benefits such as generous holiday discounts, great rates with foreign exchange and discounts with retailers. At A Glance Reporting into the Digital Operations Manager, they will manage the day to day site performance monitoring of TUI Digital channels, focussing on channel availability, end user performance and customer experience. They will play a key part in helping us to realise the full sales potential of our channels. Provide issue/defect management and impact analysis to drive performance enhancements, improve process and support the delivery of change. They will be motivated and an active manager of opportunities to reduce customer struggle, identify & remove bottlenecks and prioritise solutions to increase customer conversion. What You Will Be Doing Continuously monitor digital channel activity identifying problems/defects and solutions for issues which impact site operations, performance and all digital channels. Escalating identified issues accordingly and working proactively with wider business and technical teams. Manage and review all priority incidents/defects. Participate in prioritisation and escalate where required with technical and business teams. Maintaining a consolidated list of prioritised defects for future fixes, releases, self-service and emergency changes. Anticipating and communicating potential risks Manage a performance backlog covering all digital channels by collaborating with key stakeholders from across the business. Provide support for major change release activity, reporting and sharing insight on all TUI digital channels, including performance, usage and trends. Follow up on next steps to drive improvements where required. Be the central point of contact for major incidents offering technical expertise, escalation, prioritisation & impact analysis and business coordination. Liaising with the Digital Quality Manager to agree testing requirements for Operational changes, issues and developments for BAU activities. Collaboratively working with the Digital Content, Analytics, Marketing and Merchandising teams ensuring operational governance is adhered too for all BAU activity. Create and distribute digital channel reporting including performance data, competitor analysis and customer pain points. Own the end to end dashboard solution for all TUI digital channels incorporating all new developments/functionality. Working alongside the Digital Operations Process Manager acting as a key stakeholder for all Commercial change i.e. peak trading and brochure launch planning. Collaborating with key teams to ensure the successful delivery of all content and product information to all TUI digital channels. Proven experience in an Operational or Managerial role with a strong analytical skill set and experience of web analytics and web performance management.Strong influencing/negotiation skills with confidence to liaise with stakeholders at all levels, both internal and external.A background in web platforms with the ability to troubleshoot, diagnose and problem solve using both internal and external tools such as Firebug, GTMetrix and/or Google Insights.An ability to communicate complex processes in a simple way to wide audiences including the senior management teams and individuals.Experience in 2^nd level support in a large organisation as well as knowledge of e-commerce system architecture.Comfortable working within an environment of ambiguity and high degree and complexity.Potential to develop technical expertise, the job holder is expected to become a subject matter expert in tools/process and principals within a large Digital function.It is expected that the jobholder should reach full proficiency in 6 months. Therefore a hunger and a proven ability for learning is essential.Please note: As part of this role you will be re