Manager, Digital Experience – Web Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee website content, navigation, information architecture, and overall site structure.

• Identify and implement enhancements to website content, customer communications, promotional banners, landing pages, and self-service functionalities.

• Improve customer journeys for information discovery, order management, reordering, order tracking, account management, and service requests.

• Optimize the website experience for patients, caregivers, clinicians, and payors.

• Support initiatives for lead generation, referrals, intake, acquisition, retention, and engagement throughout the customer lifecycle.

• Collaborate with Operations, Customer Service, and Revenue Cycle Management teams to address customer challenges and enhance satisfaction and operational efficiency.

• Represent both internal and external customers in campaigns, content, and initiatives.

• Develop and implement SEO and AEO strategies.

• Manage and optimize website analytics, tagging, consent, and compliance technologies, including Google Analytics, Google Tag Manager, Freshpaint, Osano, and related platforms.

• Analyze website performance, customer behavior, conversion funnels, search performance, and metrics related to self-service adoption.

• Provide actionable insights and recommendations.

• Collaborate with legal, privacy, and compliance stakeholders to adhere to regulatory standards, including HIPAA and ADA.

• Oversee departmental operations and manage professional employees, front-line supervisors, and/or business support staff.

• Engage in the development of policies and procedures.

• Ensure adherence to operational guidelines by employees.

• Interact with subordinates, peers, customers, suppliers, and senior management as necessary.

• Resolve operational and project-related issues and achieve consensus among stakeholders.

⛳️ Requirements

• A minimum of 7 years of experience managing enterprise websites, ecommerce platforms, customer portals, or digital customer experiences is preferred.

• A Bachelor's degree in a related field, or equivalent work experience, is preferred.

• Experience with Salesforce Commerce Cloud or similar digital experience and ecommerce platforms is preferred.

• Strong familiarity with web analytics tools (GA4, Google Tag Manager, Adobe Analytics, Mouseflow) and other digital performance measurement frameworks.

• Proven track record of developing and implementing SEO strategies along with a solid understanding of emerging AEO best practices.

• Demonstrated ability to utilize customer insights, analytics, and optimization techniques to achieve measurable business results.

• Excellent communication skills and ability to work comfortably across both technical and non-technical teams.

• Defined experience with consent, privacy, and compliance technologies such as Osano, Freshpaint, or similar platforms.

• Experience in healthcare or related regulated industries is strongly preferred.

🏝️ Benefits

• Eligible for bonuses.

• Medical, dental, and vision coverage.

• Paid time off plan.

• Health savings account (HSA).

• 401k savings plan.

• Access to wages before payday with myFlexPay.

• Flexible spending accounts (FSAs).

• Short- and long-term disability coverage.

• Work-Life resources.

• Paid parental leave.

• Healthy lifestyle programs.