Responsibilities
- Oversee a team dedicated to delivering and managing high quality websites that drive revenue for our customers
- Develop and implement strategic goals for the Presence Website team, aligning with broader organizational objectives and ensuring high-quality, consistent customer support across all account levels.
- Serve as the primary escalation point for complex website-related inquiries, providing high-level support and guidance to resolve issues promptly and effectively.
- Ensure customers’ websites are aligned with their brand, strategy, and goals
- Complete testing to ensure customers’ websites are operating efficiently and effectively
- Coach the Website Services team to regularly evaluate customers’ competitors and take appropriate action to differentiate customer websites within their market segment
- Regularly assess the Presence Website queue, identifying and addressing potential bottlenecks. Implement process improvements to maintain smooth, uninterrupted customer service.
- Collaborate with IT & Security teams to protect websites and ensure compliance with local regulations
- Oversee all project timelines and resource allocation for high-tier accounts, ensuring the team meets deadlines and deliverables for multi-location enterprises and complex account structures.
- Collaborate with Marketing & Sales departments to increase revenue generated from website services
- Promote collaboration between the Presence Website team and other departments to meet cross-functional requirements. Gather feedback from the Website Services team and work closely with Engineering and Product teams to enhance service efficiency and address any process improvements.
- Develop KPIs and deliverables for the Website Services team and conduct performance evaluations
- Stay informed on best practices, industry trends, and design innovations in online presence to ensure top-quality service for our customers
Qualifications & Skills :
- Educational background in Website Development, Web Design, Computer Science, or related is preferred
- At least 2-3 years of experience leading a team, including developing measurable KPIs and delivering constructive feedback to reach department goals
- Ability to advocate for customers and have a customer-focused approach when implementing initiatives and processes
- Familiarity with content management systems (CMS)
- Data-driven and possess a strong attention to detail
- Experience with JavaScript, WordPress, CSS, HTML
- Familiarity with Jira is an asset
- Familiarity with Salesforce is an asset
Benefits :
- Extended health care
- Vision care
- Vacation & paid time off
- Life insurance
- Work from home opportunities
- Company events & social hours
- Dental care
- Casual dress
- On-site parking
- Discounted / free food
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