Manager, Digital Experience & Web Operations

About This Role

This role is the day-to-day business owner of the company's website and customer portals, responsible for delivering intuitive, customer-centric experiences that enable customers to find information, manage orders, track status, and complete key self-service activities online. The Manager partners across various teams to leverage content strategy, SEO/AEO, analytics, and customer insights to continuously improve digital experiences and business outcomes. This position is accountable for increasing digital adoption, reducing customer friction and service contacts, and ensuring customers can successfully achieve their goals online.

Responsibilities

• Manage website content, navigation, information architecture, and site structure to ensure an intuitive, accurate, and customer-centric experience
• Proactively identify and implement opportunities to improve website content, customer communications, promotional banners, landing pages, and self-service experiences
• Enhance customer journeys to ensure customers can efficiently find the information they need, manage orders, reorder products, track order status, manage account information, and complete common service requests through self-service capabilities
• Optimize site for multiple customer types: patients, caregivers, clinicians, payors
• Partner with the Marketing and Communication teams to support lead generation, referral, intake, acquisition, retention, and engagement initiatives across the customer lifecycle
• Collaborate with the Operations, Customer Service, and Revenue Cycle Management teams to identify customer pain points and implement digital solutions that improve satisfaction and operational efficiency
• Be the voice of internal and external customers to ensure all campaigns, content, and initiatives meet needs and create an industry-leading customer experience
• Develop and execute SEO and AEO strategies to improve search visibility, discoverability, organic traffic, and engagement
• 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 self-service adoption metrics to deliver actionable insights and recommendations
• Partner with legal, privacy, and compliance stakeholders to ensure all solutions meet regulatory standards (HIPAA, ADA, etc.)

Requirements

• 7+ years of experience managing enterprise websites, ecommerce platforms, customer portals, or digital customer experiences preferred
• Bachelor's degree in related field, or equivalent work experience, preferred
• Experience working with Salesforce Commerce Cloud or comparable digital experience and ecommerce platforms preferred