Digital Operations Director

3 days ago

Columbus, Ohio, United States Servpro Industries Inc Full time
About the Role

We are seeking a seasoned digital product leader to join our team as a Director of Web Operations. In this role, you will be responsible for guiding the strategic direction and day-to-day operations of our websites and digital applications.

Key Responsibilities
  • Develop and execute a holistic view of our consumer and commercial customer journeys, applying data and insights to inform the ongoing improvement of the customer experience and bottom-line performance of our websites.
  • Lead a team responsible for UX/UI, design, content, web operations, development, and customer service, establishing clear priorities and driving continuous performance improvement.
  • Collaborate with cross-functional teams to establish a clear measurement framework, define KPIs, develop dashboards, track and analyze website performance, and manage forecasts.
  • Oversee project timelines, deliverables, and budgets to ensure successful implementation and delivery of digital projects, and aid in onboarding, education, and customer success for our global network of franchise owners.
Requirements
  • 10+ years of hands-on, operating experience as a digital product leader in a consumer-facing e-commerce and/or digital marketing organization.
  • 5+ years of supervisory experience.
  • Prior experience leading local demand businesses at scale (e.g. Retail, Franchise, Home Services).
  • Strong business judgment and decision-making skills, with the ability to identify, prioritize, and articulate highest impact initiatives.
  • Experience using data and insights to inform requirements, ideas, and strategies, with hands-on experience with web tools including CMS, A/B testing, site analytics, and business intelligence.
About Us

SERVPRO is a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,200+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together.

SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.

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