Associate Director of Web Operations

Description Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines. Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work? Summary: The Associate Director of Web Production is a key leader responsible for the strategic planning, execution, and continuous optimization of Penn Medicine's public facing websites and related digital properties, as well as the administration of our Content Management System (CMS). They collaborate closely with cross-functional teams, including design, development, content, user experience research, taxonomy, analytics, marketing, and governance to deliver a seamless and engaging online user experience. Key responsibilities include documentation and training on the CMS, managing workflows, overseeing access rights, maintaining templates, and ensuring content aligns with Penn Medicine's guidelines and industry best practices. The Associate Director leads the team responsible for all web maintenance, work request intake process, and provides guidance on process improvement. They serve as the primary point of contact for Website and CMS issue escalation. Responsibilities: Web Production Team: Manage the web production team, including hiring, training, and performance management. Develop and implement production processes and standards to ensure high-quality and timely delivery of web content. Develop and maintain a production schedule to manage website updates, ensuring timely and efficient execution. Oversee the implementation of web design and content updates, including multimedia elements, text, graphics, and interactive features QUALITY ASSURANCE Implement rigorous quality control processes to maintain website reliability, usability, accessibility, and performance. Conduct regular testing and debugging to identify and resolve issues promptly. CROSS-FUNCTIONAL COLLABORATION Work closely with the content team to ensure the accuracy and relevance of website content. Collaborate with the development team to implement technical enhancements and bug fixes. Liaise with the design team to ensure adherence to design system specifications and best practices and co-manage digital assets. Coordinate with the user experience research team to facilitate testing and implement UX improvements. Interface with taxonomy team to ensure accuracy and relevance of tagging of website content. Work together with the governance team to ensure that the web properties are updated in accordance with the rules, guidelines and best practices in place and provides insight and feedback when changes may be required. Collaborate with the analytics team to facilitate data gathering and to generate site health reporting. Engage with the marketing team to ensure facilitation of online marketing initiatives and ensure content accuracy. Work in partnership with third party vendors or web developers to troubleshoot technical issues, develop new workflows, create new platform integrations, etc. TRAINING Provide training to team members on the use of content management systems (e.g., Sitecore and WebPublisher) to empower them to independently manage website content. Ensure team members are proficient in CMS operations, including content updates, publishing, and basic troubleshooting. WEB OPTIMIZATION AND SITE HEALTH Monitor website analytics and user feedback to identify areas for improvement. Implement strategies to enhance site performance, load times, and user experience. Provide ongoing reports reflecting site health and performance PROJECT MANAGEMENT Manage website-related projects, including updates, redesigns, and new feature development. Accountabilities Maintain project documentation, timelines, and budget tracking. Ensure closed loop communications on all web requests COMPLIANCE AND SECURITY Ensure that the website adheres to relevant industry regulations, standards, and security protocols. PROFESSIONAL DEVELOPMENT. Stay abreast of health care, marketing, and technology-related issues to serve as a knowledgeable leader and system resource. Maintain skill levels in technology tools required to perform job requirements. Performs duties in accordance with Penn Medicine and entity values, policies, and procedures Other duties as assigned to support the unit, department, entity, and health system organization Education or Equivalent Experience: Bachelor's degree. (Required) 8+ years of experience working in related field. (Required) 3+ years of management (teams and/or large projects and programs). (Required) Master's degree. (Preferred) Previous experience in tech industry and in a healthcare organization. (Preferred) Skills/Abilities: Proficiency in web development technologies (HTML, CSS, JavaScript) and content management systems (e.g., Sitecore). Strong understanding of web design principles, user experience, and accessibility standards. Strong understanding of writing for the web best practices from an SEO (Search Engine Optimization), accessibility and user experience perspective. Proven ability using web analytics tools (e.g., Google Analytics) and SEO best practices. Detail-oriented with a passion for delivering high-quality web experiences. Software systems training experience Ability to develop ideas that result in improvements to existing procedures, projects, or materials Strong experience and knowledge of health care organizations, universities and academic medical centers preferred. Ability to set priorities for multiple projects competing for scarce time and resources and deliver on time. Must work well under pressure and tight deadlines Strong knowledge of Microsoft Office (including Excel, Word and PowerPoint) Ability to learn new systems quickly Strong critical thinking, analytic and problem-solving skills Must have ability to work independently and effectively Expert knowledge using a content management system Expert knowledge of SEO and organic content best practices Fundamental knowledge of HTML, CSS, JavaScript and Photoshop Solid understanding of information architecture and digital usability principles Strong critical thinking, analytic and problem-solving skills Strong written and oral communication skills, with ability to establish credibility as a strategic thought partner Familiarity with graphic design principles and tools (e.g., Adobe Creative Suite) is a plus. Demonstrated ability to develop an organizational approach to online customer review management Demonstrated ability to manage vendors to align with digital strategic goals We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives. Live Your Life's Work We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law. REQNUMBER: 239152

Created: 2024-10-26