Director, Web Operations

What we offer

• Excellent health benefits plan, which includes medical, vision and dental options
• 401(k) with company match
• Company profit sharing plan
• Generous paid time-off and paid holidays
• Paid parental leave
• Company-paid mental health benefit through Headspace
• 2 free on-site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program

Job Summary

The Director of Web Operations guides both the strategic direction and day-to-day operations of our websites and digital applications. The person in this position 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. Reporting to the Vice President of Digital, the Director leads a team responsible for UX/UI, design, content, web operations, development and customer service.

You will:

• 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
• Winning local – SERVPRO has thousands of franchise locations across US/Canada. Capturing local demand at scale, will be paramount to successful performance.
• Oversee 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
• Lead by example. Provide guidance and mentorship, have a growth mindset, constantly pioneer new strategies and opportunities for the team, while fostering a culture of continuous curiosity.

You have:

• 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 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

About SERVPRO

For more than 50 years, SERVPRO® has been 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.