The Digital Experience Manager will serve a key role in ensuring a cohesive digital experience for our Care Centers and patients by supporting the strategy and utilization of our digital products. This role will own, scale, and optimize the operational efficiency of our existing Care Center websites on the Drupal enterprise platform. This role will also be a key partner in implementing the online scheduling strategy in partnership with internal IT and respective market operations teams to create a cohesive patient experience. Primary Job Duties: • Oversee the end-to-end support of the Care Center Digital queue. Establish, monitor, and ensure high-quality technical support for our Care Centers. • Manage day-to-day queue efficiency, acting as a senior escalation point for complex issues while partnering closely with IT, offshore support team, and internal operational teams to resolve tickets. • Manage external contractors that work on support tickets. • Establish and analyze key performance metrics (KPIs) via regular reporting to evaluate support efficiency, identify operational bottlenecks, and drive continuous platform improvements. • Serve as the primary operational liaison for the online scheduling rollout; facilitate alignment meetings with external vendors and internal teams, synthesize technical updates, and brief leadership on implementation progress and key insights. • Provide support in other Digital projects (like SEO, ORM, DAM etc) as needed. 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, with a proven track record in a fast-paced environment. • 2+ years of experience managing external vendors, agencies, or offshore development teams against SLAs. • Strong working knowledge of enterprise Content Management Systems (CMS), with Acquia Drupal experience highly preferred. • Functional understanding of HTML/CSS, web UX best practices, and SEO principles to effectively communicate technical requirements to developers. • Proven experience managing complex, multi-stakeholder projects, with deep familiarity using agile ticketing systems (e.g., Monday, Asana, Salesforce Cases) to manage support workflows. • Excellent communication and presentation skills. The salary range for this role is $84,000 to $105,000 in base pay and exclusive of any bonuses or benefits (medical, dental, vision, life, and pet insurance, 401K, paid time off, and other wellness programs). This role is also eligible for an annual bonus targeted at 15% and restricted stock units. The base pay offered will be determined based on relevant factors such as experience, education, and geographic location. Technical Requirements (for remote workers only, not applicable for onsite/in office work): In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.speedtest.net/. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.