Coordinator, Digital Services

Coordinator, Digital Services

Company: MTN Ghana
Location: Accra, Ghana
Employment Type: Full-Time

Company Profile

MTN Ghana is a leading telecommunications and digital services company committed to connecting people, enabling businesses, and accelerating Ghana’s digital transformation. Through innovative products, digital platforms, and customer-focused services, MTN Ghana continues to create opportunities that enrich the lives of individuals, businesses, and communities.

MTN Ghana is seeking a proactive, customer-focused, and digitally minded professional to join its team as Coordinator, Digital Services.

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Role Overview

The Coordinator, Digital Services will support the effective operation, performance, and continuous improvement of MTN Ghana’s digital products and services.

The role will coordinate day-to-day digital service activities, monitor service performance, support product implementation and quality assurance, and work closely with internal teams, technology partners, and other stakeholders to deliver reliable and engaging digital experiences.

The successful candidate will contribute to service innovation, customer experience improvement, and the successful rollout of new and Group-led digital initiatives.

Key Responsibilities1. Digital Service Operations & Performance

• Coordinate the day-to-day operation and performance of digital services to ensure reliable, secure, and customer-focused experiences.

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• Monitor digital service performance against agreed service levels, business requirements, and customer expectations.

• Identify service issues, operational gaps, and opportunities for improvement and coordinate appropriate resolutions.

• Support the continuous improvement of digital products, platforms, and customer journeys.

2. Digital Product & Service Management

• Support the management and lifecycle of MTN Ghana’s digital products and services.

• Work closely with product, technology, IT, network, marketing, and business teams to improve service functionality and performance.

• Monitor customer and user feedback and translate insights into recommendations for service enhancement.

• Support the identification of opportunities to improve digital adoption, engagement, customer satisfaction, and business value.

3. Partner & Stakeholder Management

• Manage day-to-day relationships with digital service partners and support effective service delivery against agreed requirements.

• Coordinate with internal and external stakeholders to resolve operational challenges and maintain service continuity.

• Track partner performance and escalate service issues where necessary.

• Build productive relationships with stakeholders to support collaboration, innovation, and effective service delivery.

4. Digital Service Implementation & Onboarding

• Coordinate the onboarding, implementation, and launch of new digital services and products.

• Ensure new services align with business objectives, customer requirements, technical standards, and stakeholder expectations.

• Coordinate implementation activities, timelines, dependencies, and deliverables across relevant teams.

• Support the rollout and execution of Group-led digital products, platforms, and service initiatives within MTN Ghana.

5. Testing, Quality Assurance & Continuous Improvement

• Lead and coordinate User Acceptance Testing (UAT) activities for digital products and services.

• Work with relevant teams to identify, document, track, and resolve defects and service issues.

• Support quality assurance activities to ensure digital services meet agreed business, functional, usability, and customer requirements.

• Analyze service performance data and user feedback to identify opportunities for continuous improvement.

6. Cross-Functional Collaboration & Innovation

• Collaborate with Technology, IT, Network, Commercial, Customer Experience, Marketing, and other business teams to optimize digital service performance.

• Coordinate cross-functional activities required to deliver digital service enhancements and new capabilities.

• Maintain effective stakeholder engagement throughout the digital service lifecycle.

• Identify emerging digital trends, technologies, and customer needs that could support service innovation and growth.

• Promote a culture of collaboration, customer focus, innovation, and continuous improvement.

Qualification Required & Experience

Education

• Bachelor’s degree in Business Administration, Information Technology, Digital Business, Marketing, or a related discipline.

Experience

• Minimum of 3 years of relevant professional experience in digital product management, digital services, customer experience, customer service within a digital environment, marketing, technology, or digital service enablement.

• Experience coordinating digital products, platforms, services, or technology-enabled customer experiences will be an advantage.

• Experience working with internal teams, external partners, vendors, or technology service providers is preferred.

Professional & Technical Competencies

The successful candidate should demonstrate:

• Strong knowledge of digital product and service management within a customer-focused environment.

• Understanding of digital platforms, emerging technologies, digital customer journeys, and industry best practices.

• Practical experience in project coordination and cross-functional delivery.

• Strong stakeholder, vendor, and digital partner-management capabilities.

• Knowledge of product lifecycle management, service delivery, testing, and quality assurance.

• Ability to analyze service-performance data, customer feedback, and operational information to generate actionable insights.

• Understanding of Agile delivery principles, continuous improvement, and customer-centric product development.

• Strong business acumen and an appreciation of customer, market, and digital trends.

• Ability to identify opportunities to enhance digital services, customer engagement, adoption, and business value.

• Good understanding of digital service operations and the factors that influence platform performance and customer experience.

Skills & Behavioural Competencies

The successful candidate should demonstrate:

• Strong interpersonal and teamwork skills, with the ability to collaborate effectively across multiple functions.

• Strong customer focus and a commitment to delivering excellent digital service experiences.

• Excellent analytical, problem-solving, and decision-making abilities.

• Strong communication and presentation skills, both written and verbal.

• Ability to build and maintain productive relationships with internal and external stakeholders.

• Strong organizational skills and the ability to manage multiple priorities and deadlines.

• Proactive, innovative, self-motivated, and committed to continuous improvement.

• Ability to take ownership, demonstrate accountability, and deliver results in a fast-paced environment.

• Adaptability and willingness to learn new technologies, products, processes, and ways of working.

• High levels of integrity, professionalism, confidentiality, and ethical conduct.

MTN Values

The successful candidate must consistently demonstrate and live MTN’s values:

• Lead with Care

• Collaborate with Agility

• Serve with Respect

• Can Do with Integrity

• Act with Inclusion

MTN Vital Behaviours

The successful candidate must demonstrate MTN’s vital behaviours:

• Complete Candor

• Complete Accountability

• Active Collaboration

• Get It Done

• Innovation as a Way of Work

General Working Conditions

• Anywhere/Anytime Work: Demonstrate flexibility and effectiveness across different work environments and working arrangements.

• Ability to Manage Self and Others: Demonstrate effective self-management and collaborate productively with colleagues and project teams.

• Personal Accountability: Take ownership of assigned responsibilities, commitments, service outcomes, and deliverables.

• Fast-Paced Environment: Adapt effectively to changing customer expectations, digital trends, business priorities, and technology requirements.

How to Apply

Apply online by clicking on the application button.

Application Deadline: 7 October 2026

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