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- Excellent health benefits plan, which includes medical, vision and dental options
- 401(k) with company match
- 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:
- Develop the strategy and lead day-to-day operations for SERVPRO.com, our microsites, applications and architecture
- Acquire a deep understanding of both consumer and commercial customer journeys, creating best-in-class experiences that deliver on business goals
- Establish clear priorities leading a team including UX/UI, designers, content authors and producers, product managers and developers
- Drive continuous performance improvement establishing a product roadmap with ongoing testing and optimization including new features and functionality
- Establish standard operating procedures and systems of governance, including agile methodologies with sprint planning
- Collaborate on SEO initiatives and content opportunities that improve website visibility and performance
- Capture local demand at scale across thousands of SERVPRO franchise locations in the US/Canada, which is paramount to successful performance.
- Oversee project timelines, deliverables, and budgets to ensure successful implementation and delivery of digital projects
- Aid onboarding, education, and customer success for our global network of franchise owners
- Partner 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, providing guidance and mentorship 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 skills in leading sprint planning, work management platforms (Jira, Asana), scrum teams including UX and engineering, and technical site performance.
- 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 in a fast-paced and dynamic environment.
- Proven work experience managing a team of direct reports, agencies, and contractors with 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 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 is 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.
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