Job Description

At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI.

To make a difference with us, all you need to do is bring your human best.

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Learn more: jti.com

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&IT, 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 global 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 business validation and QA activities for major platform upgrades, global and local migrations, and technology changes.
• You will ensure new technical solutions remain compatible with business processes, consumer journeys, and market operations.
• You will review and approve feature quality, business feasibility, and readiness before and after deployment.
• You will identify and mitigate risks associated with technology upgrades to maintain stable digital operations.

Who are we looking for – requirements

• University Degree or equivalent
• 5 years in IT Management. Hands-on market digital role or D&IT experience is a must for the role.
• Fluent English (written & spoken)
• Performance & Monitoring: Google Analytics, Lighthouse, Hotjar, ContentSquare, Application Performance Monitoring tools (Grafana, etc)
• Technical Knowledge: APIs, Postman, Web Technologies, Cloud Platforms (Azure), System Integrations, Digital Platform Architecture.
• Project & Delivery Tools: Jira, Confluence, ServiceNow.
• Stakeholder & Vendor Management: Cross-functional coordination between Markets, D&IT, BTS, GDC, and external providers

Recruitment process:

Thank you very much for your interest in the role. You are welcome to apply.

We offer:

Equal Opportunity Environment

A variety of challenging projects to develop skills

The freedom to express yourself

Work hard in a flexible, energizing, and fun environment where people thrive

Modern working space in the center of Madrid & smart working opportunities

For the position you are currently applying for, the established hiring range is:

Annual Base Salary: Eur 66300 – 78800 gross/year

Please note that the final offer is determined by objective criteria, including your specific professional experience, technical expertise and the complexity of the responsibilities associated with the role level

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.