Web Operations Manager

Summary

Join AutoVitals as the Manager, Web Operations and lead a team supporting and managing clients using our SaaS website products. You will oversee website development, support, and client management, providing hands-on expertise. This remote role reports to the Director, Product and Web Operations and requires managing a team, ensuring high-quality work and meeting KPIs. You will identify and escalate issues, manage client implementations, define onboarding processes, and handle escalations. The position demands strong technical skills (HTML/CSS, Javascript) and excellent communication and project management abilities.

Requirements

• 2+ years experience managing a team, preferably with similar duties to those listed above
• Advanced knowledge and experience creating, deploying, and updating websites using HTML/CSS, Javascript and image editing software
• Must be eligible to work in the United States
• Excellent written, verbal, and project management skills
• Ability to work cross-functionally in a dynamic environment
• Ability to follow through on tasks promptly with precision, using independent judgment to accomplish goals

Responsibilities

• Manage a team and make sure they are providing high-quality work and achieving pre-determined KPIs and goals
• Identify and escalate issues requiring Engineering to Product for prioritization; helping identify opportunities for improvements to reduce support tickets
• Ensure new client website implementations are completed with high quality, efficiency, and communication, measured by post-launch CSAT surveys and similar to identify areas for improvement
• Define and iterate on website onboarding and support processes, working cross-functionally to ensure customer-facing teams have the information needed for client
• Handle web-related client escalations with best interest of the client and the business
• Perform website migration activities, updates, QA work, and identify issues via support tickets - requires HTML/CSS and Javascript skills
• Assist, evaluate, and offer feedback to team members on a regular basis
• Review client website performance to proactively identify areas for improvement and coordinate with the Customer Success team to review with clients when needed; coordinating with Product when there are opportunities to improve website offering more broadly

Preferred Qualifications

• Proficiency using Salesforce, Zoom, Slack, Zendesk, Jira, Google Calendar, or equivalent
• You have a positive attitude and a drive to win
• Capable of juggling multiple projects and identifying priorities
• Willing and able to work hands-on alongside team,” coaching from the field”
• Curious and able to work ambiguously to solve complex problems, often through self-education
• Always looking for ways to improve things via process, people, product, or communication

Benefits

• Medical/Dental/Vision
• Flexible Spending Account
• 401K Match
• Flexible PTO
• Salary Range Transparency