Job Title: Digital Manager

Employment Type: Full-Time
Schedule: Monday to Friday, 9:00 AM – 5:00 PM Eastern Time (EST)
Hours: 40 hours per week, including one 30-minute paid break

⚠️ High-Performance Environment

This role is designed for professionals who thrive in fast-paced, high-expectation environments.

Successful candidates should be comfortable with:

• Delivering consistently high-quality work under ambitious deadlines
• Adapting quickly to changing priorities and business needs
• Making sound decisions with limited supervision
• Taking ownership, solving problems proactively, and driving continuous improvement

If you enjoy building scalable systems, leading teams, and delivering measurable business outcomes, this role offers the opportunity to make a significant impact.

Position Overview

We are seeking an experienced Digital Manager to lead the strategy, design, and execution of digital experiences across customer-facing and internal platforms. Reporting to senior leadership, this individual will oversee UX, UI, content strategy, and digital operations while establishing scalable processes that enable teams to consistently deliver exceptional digital experiences.

The Digital Manager will work closely with Operations, Engineering, Marketing, Customer Experience, and other stakeholders to improve customer journeys from acquisition through long-term engagement. This role also leads the evolution of research practices, design systems, AI-assisted workflows, and digital governance to improve speed, quality, and business performance.

Key Responsibilities

Digital Strategy & Customer Experience

• Define and execute the overall digital experience strategy across websites, email, customer portals, support channels, and community platforms.
• Map and optimize end-to-end customer journeys to improve engagement and conversion.
• Establish governance frameworks for prioritizing, executing, and measuring digital initiatives.
• Ensure digital experiences remain consistent, intuitive, and aligned with business objectives.

Cross-Functional Leadership

• Partner with Operations, Engineering, Marketing, Customer Success, and other teams to deliver digital initiatives.
• Translate business requirements into actionable project plans and execution roadmaps.
• Coordinate stakeholders, clarify ownership, and ensure projects are delivered on schedule.
• Facilitate collaboration between internal teams and external vendors.

Digital Operations & Process Improvement

• Develop scalable operating procedures for digital projects and content production.
• Build standardized workflows, templates, review processes, and documentation.
• Improve efficiency through automation and AI-powered workflows where appropriate.
• Continuously evaluate and refine processes to improve speed and quality.

Team Leadership

• Recruit, mentor, and manage designers, researchers, content specialists, and external contractors.
• Foster a collaborative, accountable, and high-performing team culture.
• Balance strategic leadership with hands-on execution when necessary.
• Maintain high standards for quality, usability, and consistency.

Analytics & Performance

• Define digital performance metrics and customer journey KPIs.
• Partner with analytics and operations teams to establish event tracking and reporting.
• Analyze user behavior and identify opportunities for optimization.
• Present regular performance reports and recommendations to leadership.

Required Qualifications

• 10+ years of experience in digital management, product design, UX, digital strategy, or related fields.
• 5+ years of leadership experience managing multidisciplinary digital teams.
• Demonstrated success improving digital customer experiences with measurable business results.
• Experience developing scalable operating models, workflows, and governance processes.
• Strong project management and stakeholder management skills.
• Excellent communication and leadership abilities.
• Proven ability to work effectively in fast-paced, evolving organizations.

Preferred Qualifications

• Experience building and maintaining design systems and brand standards.
• Strong understanding of UX research, usability testing, and iterative product improvement.
• Experience managing content systems and customer communication journeys.
• Familiarity with CRM platforms such as GoHighLevel.
• Experience integrating AI tools into digital workflows.
• Bilingual English and Spanish is an advantage.

Preferred Tools & Platforms

• Notion
• GoHighLevel (CRM)
• Google Workspace
• Telegram
• Zendesk
• Figma or similar design platforms
• Project management and collaboration tools

Key Performance Indicators (KPIs)

Success in this role will be measured by:

• Adoption of standardized digital operating processes across teams.
• Improvements in website and customer journey conversion rates.
• Increased customer activation and engagement.
• Reduced support requests through improved digital experiences.
• Higher customer satisfaction scores (CSAT).
• Faster project delivery while maintaining quality standards.
• Successful implementation of AI-enabled workflows that improve efficiency.