Digital Experience Operations Director
7 days ago
We are seeking a highly skilled Digital Experience Operations Director to join our team at WellnessLiving Systems Inc. This is a full-time, permanent position based in Thornhill, ON, with the option for hybrid work.
About Us:
At WellnessLiving Systems Inc., we empower thousands of health and wellness business owners to turn their entrepreneurial dreams into reality. Our mission-critical software fuels their vision, supporting millions of clients around the world in their wellness journeys. With a deep commitment to putting our customers first, we foster a culture that values high performance, adaptability, and accountability.
About You:
In this role, you will play a pivotal part in planning and overseeing all customer websites. You will lead a dedicated team focused on delivering quality websites that align with our customers' brand strategy and vision.
- 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.
Compensation: The estimated salary for this position is $95,000 - $110,000 per year, depending on experience and qualifications. Benefits include a comprehensive health and dental plan, retirement savings plan, and generous paid time off.
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