Digital Operations Lead

Digital Operations Lead Serial

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Digital Operations Lead

role at Serial.

Responsibilities

Develop and implement an internal digital operations strategy and IT roadmap aligned with our growth plans and the 2026 vision. Identify pain points, pursue solutions to eliminate inefficiencies, and provide a “technology point of view” on tool selection, solution design, and process improvement opportunities.

Oversee and continuously improve all internal systems, including CRM, ERP (e.g. NetSuite), WMS/OMS, POS, e-commerce platforms (Shopify), knowledge management (Notion), cloud infrastructure (AWS), data lake/warehouse (Snowflake), data pipelines (Airflow), BI/analytics tools (Looker), Google Workspace, and other operational software.

Identify opportunities to automate workflows and integrate systems across departments, streamline data flow, implement scripts or RPA for routine tasks, and deploy integration tools to ensure data consistency.

Leverage existing data infrastructure to turn data into actionable insights, oversee creation of dashboards and reports via Looker or similar BI tools, and ensure data is used for performance tracking and strategic planning.

Collaborate with all departments to understand needs, prioritize enhancements, and translate business requirements into technical specifications.

Build and lead a Digital Operations team, hire, mentor technical staff, establish best‑practice processes, and manage relationships with vendors and implementation partners.

Drive user adoption through change management, develop training programs, and optimise usage of collaboration tools such as Notion, Confluence, Airtable, ClickUp.

Establish standards for system usage, data security, and access control; monitor performance, troubleshoot issues, and benchmark processes for continuous improvement.

Requirements

Education & Background: Bachelor’s degree in Information Systems, Computer Science, Business (or equivalent experience). 5‑10+ years in roles such as IT Manager, Digital Operations Manager, Business Systems Manager, or Product Manager for internal tools.

Technical Proficiency: Strong knowledge of enterprise software, cloud platforms, databases and integration tools. Experience with ERP/CRM systems, AWS, SQL and modern data pipelines.

Strategic & Analytical Thinking: Ability to develop technology strategy, analyse workflows, define roadmaps, evaluate build‑vs‑buy decisions and measure ROI.

Leadership & Project Management: Proven experience building and leading teams, hiring, mentoring and project‑management skills to juggle multiple initiatives.

Communication & Collaboration: Outstanding communication skills, ability to translate technical strategy into operational impact and drive change across departments.

Innovation & Problem‑Solving: Proactive mindset, curiosity about new technologies and a forward‑looking approach to stay ahead of emerging tools.

Balance of Strategy and Technical Depth: Strategic thinker with people skills and solid technical foundation, comfortable with both high‑level vision and troubleshooting.

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