Digital Operations Director

3 weeks ago


Franklin, Kentucky, United States Servpro Industries Inc Full time

About the Role

The Director of Web Operations at Servpro Industries Inc will lead the strategic direction and day-to-day operations of our websites and digital applications. This individual will develop a holistic view of our Consumer and Commercial customer journeys and apply data and insights to inform the ongoing improvement of the customer experience and bottom-line performance of the websites.

Key Responsibilities

  • Develops the strategy and leads day-to-day operations for SERVPRO.com, our microsites, applications, and architecture.
  • Acquires a deep understanding of our both consumer and commercial customer journeys, creating best-in-class experiences that deliver on business goals.
  • Establishes clear priorities leading a team including UX/UI, designers, content authors and producers, product managers, and developers.
  • Drives continuous performance improvement establishing a product roadmap with ongoing testing and optimization including new features and functionality.
  • Establishes standard operating procedures and systems of governance, including agile methodologies with sprint planning.
  • Collaborates on SEO initiatives and content opportunities that improve website visibility and performance.
  • Oversees project timelines, deliverables, and budgets to ensure successful implementation and delivery of digital projects.
  • Aids onboarding, education, and customer success for our global network of franchise owners.
  • Partners with agencies and analytics to establish a clear measurement framework, define KPIs, develop dashboards, track and analyze website performance, and manage forecasts.

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 supervisory experience.
  • Prior experience leading local demand businesses at scale (e.g., Retail, Franchise, Home Services).
  • Strong business judgment and decision-making skills; 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.
  • Adept at leading hypothesis-driven A/B tests, experiment design, and running experiments at scale.
  • Technical superstar. You are well-versed in leading sprint planning, work management platforms (Jira, Asana), scrum teams including UX and engineering, technical site performance, and more.
  • Demonstrated understanding of SEO fundamentals and the interaction between site architecture and content to deliver organic traffic performance.
  • Excellent project management and problem-solving skills with the ability to manage multiple projects simultaneously from strategy to execution.
  • Ability to adapt and thrive with ambiguity.
  • Thrive in a fast-paced and dynamic environment.
  • Proven work experience managing a team of direct reports, agencies, and contractors and a demonstrated ability to mentor and develop direct reports into more senior roles.
  • Excellent communication and interpersonal skills with strong cross-functional leadership skills and the ability to rally teams from across large organizations around clear objectives and key results.
  • Bachelor's degree in business, design, advertising, communications, or a technology-oriented discipline. In lieu of degree, relevant work experience required.
  • Ability to travel 10% of the time.

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