Senior Manager Digital Channels Management

About the role

Omantel is looking for a senior leader to own and expand its Customer Experience Platform (CEP) and all customer‑facing digital channels. You will shape the strategy, roadmap and execution of web portals, conversational interfaces, and self‑service machines, turning them into the primary way customers discover, buy, pay and manage their telecom services.

Key responsibilities

• Define and drive the digital channel strategy and roadmap across CEP, web, portals, conversational channels and self‑service machines.
• Align the roadmap with commercial, customer‑experience, digital‑transformation and revenue‑growth priorities.
• Act as the business owner of the CEP, managing backlog, release planning, functionality acceptance, Arabic/English parity and accessibility standards.
• Own end‑to‑end telecom digital journeys for mobile, fixed, broadband, prepaid/postpaid, recharge, bill payment, subscriptions, service requests, complaints and account management for B2C, B2B and B2X customers.
• Build lifestyle capabilities on the CEP through vertical partnerships, extending the platform beyond core connectivity.
• Deliver digital revenue targets by managing the full sales and e‑commerce funnel and optimizing conversion.
• Expand self‑service capabilities to reduce reliance on traditional channels and meet digital‑to‑assisted interaction ratios.
• Ensure channel stability, availability and performance through proactive monitoring, incident management and business continuity.
• Establish governance for demand management, prioritisation, release planning, UAT, production readiness and post‑launch performance tracking.
• Collaborate with the Emerging Technology team to introduce AI, automation, personalisation and analytics.

Required profile

• Bachelor’s degree in a relevant discipline.
• Professional certification in the field is preferred.
• At least 8 years of relevant experience, including a minimum of 3 years in a managerial role.

Required skills

• AI
• Automation
• Analytics

What we offer

• Opportunity to lead digital transformation for Oman’s leading telecom operator.
• Strategic influence across B2C, B2B and B2X segments.
• Collaborative environment with emerging‑technology teams.