Assistant Director, Content & Digital Services
About The Position
The Assistant Director of Content & Digital Services leads the City’s newly established Content & Digital Services Team within the Department of Innovation & Technology. Reporting to the Director of 311 & Resident Experience, this position develops the City’s strategy for digital content and resident-facing web experiences and builds a high-performing team that delivers clear, accessible, user-centered information. The Assistant Director provides strategic leadership for the City’s website, employee hub (intranet), and other digital communication channels. The role establishes content governance, manages cross-departmental partnerships, and drives continuous improvement so residents and employees can easily find, understand, and use information and services. The successful candidate is expected to embrace and carry out the City’s guiding principles: placing Clevelanders at the center, empowering employees to do purposeful work, defining clear and pragmatic objectives, leading with trust and transparency, striving for equity, and embracing change.
Requirements
- Bachelor’s degree in Communications, Journalism, Public Administration, Marketing, User Experience, Information Science, or a related field.
- Five years of progressively responsible experience in digital communications, web content strategy, digital services, or a related field.
- Three years of supervisory or management experience.
- Demonstrated experience leading complex projects involving multiple stakeholders.
- Excellent written, verbal, and interpersonal communication skills.
- Strong organizational, analytical, and project management skills.
- Ability to develop processes, establish standards, and manage organizational change.
- Exceptional writing, editing, and communication skills.
- Strong leadership and team-building abilities.
- Emotional intelligence, sound judgment, and ability to build trust across diverse stakeholders.
- Strategic thinking with a strong focus on execution and results.
- Ability to influence without direct authority and navigate complex organizational environments.
- Commitment to continuous improvement and delivering exceptional resident experiences.
Nice To Haves
- Experience working in local government or another complex public-sector organization.
- Experience managing enterprise websites, intranets, or digital service platforms.
- Knowledge of web accessibility standards (WCAG), plain language principles, content governance, and user-centered design.
- Experience with content management systems, digital analytics, and project management methodologies.
Responsibilities
- Lead and manage the Content & Digital Services Team, fostering a collaborative, innovative, and service-oriented culture.
- Supervise, coach, and develop a multidisciplinary team of content, design, and digital professionals, and manage future staffing and contractor resources.
- Establish the team’s vision, priorities, operating procedures, and performance standards.
- Develop and implement organization-wide content strategy, governance, editorial standards, and publishing processes for the City’s website, employee hub, and other digital platforms.
- Ensure digital content is accurate, accessible, user-focused, and aligned with City priorities and resident needs.
- Lead cross-functional digital initiatives from planning through implementation, coordinating with departments across the organization.
- Build working relationships with City departments and serve as the primary point of contact for digital content strategy and governance.
- Develop sustainable processes for departments to create, review, publish, and maintain digital content.
- Partner with the Mayor’s Office of Communications, Information Technology Services, and departmental leadership to improve digital service delivery and resident experience.
- Monitor website performance, accessibility, usability, and content quality using analytics, user feedback, and industry best practices to drive continuous improvement.
- Manage multiple projects while balancing competing priorities and organizational objectives.
- Prepare reports, recommendations, and presentations for executive leadership on digital initiatives and performance.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
