Digital Experience Manager

Job Summary

To enhance patient interactions, the full-time Digital Experience Manager will optimize and manage the operational efficiency of Care Center websites on the Drupal platform while supporting the online scheduling strategy and ensuring high-quality technical support.

Key responsibilities

• Oversee the end-to-end support of the Care Center Digital queue, ensuring high-quality technical support
• Manage day-to-day queue efficiency and serve as a senior escalation point for complex issues
• Establish and analyze key performance metrics (KPIs) to drive continuous platform improvements

Required qualifications

• BA or BS in Digital Marketing, Information Systems, Business Administration, Operations Management, or a related field preferred
• 5+ years of experience in web operations, digital project management, or digital product support
• 2+ years of experience managing external vendors or offshore development teams against SLAs
• Strong working knowledge of enterprise Content Management Systems (CMS), with Acquia Drupal experience preferred
• Proven experience managing complex, multi-stakeholder projects using agile ticketing systems