Digital Customer Experience Operations Coordinator

Grand Circle•Boston, MA

3d•Hybrid

About The Position

Grand Circle Corporation is seeking a highly organized, proactive Digital Customer Experience (DCX) Operations Coordinator to help advance the website roadmap. Reporting to the VP, Digital Platform Experience, the Coordinator manages priorities, decisions, action items, business requirements, and cross-functional dependencies so digital initiatives are clearly defined and ready for Technology execution. The role partners across DCX, Technology, Marketing, and other business teams to improve digital experiences, strengthen accountability, and support modernization of content management across channels. The Coordinator supports DCX leadership with roadmap and priority management, maintains centralized tracking of decisions and deliverables, and provides concise leadership updates. They help clarify and refine requirements, prepare initiatives for execution, participate in agile ceremonies as needed, and identify risks or unresolved issues that could delay work. The role also researches digital customer experiences, analyzes feedback and available data, recommends improvements, and helps ensure agreed actions are completed. The position serves as a bridge between business and technical teams, representing traveler needs while coordinating scope, expectations, dependencies, and next steps. It also supports content-management and content-operations improvements, including scalable processes, automation, content reuse, and governance. The role is based in Boston, Massachusetts, with a hybrid work arrangement.

Requirements

2–5 years of experience in digital operations, project coordination, customer experience, web operations, content management, or a related field.
Experience working with website, digital product, or technology teams and collaborating with technical stakeholders.
Strong organizational and coordination skills, including the ability to manage competing priorities, track deliverables, and drive follow-through.
Experience reviewing business requirements, identifying gaps, and preparing initiatives for execution.
Familiarity with agile ways of working, including backlog refinement, sprint planning, or similar processes.
Strong written and verbal communication skills, with the ability to summarize progress, surface risks, and facilitate decisions.
Proactive and detail-oriented, comfortable navigating ambiguity, and able to balance execution-focused coordination with critical thinking and a customer-first perspective.

Nice To Haves

Experience with content management systems (CMS), content operations, digital publishing workflows, implementations, migrations, or transformation initiatives.
Understanding of how content is created, maintained, and distributed across websites, email, and other digital channels.
Experience in customer-facing web, e-commerce, or digital platform environments.
Exposure to website roadmap planning, prioritization, or digital product development.
Familiarity with Jira, Confluence, or similar project and documentation tools.
Interest in process improvement, automation, and AI-enabled operational efficiencies.

Responsibilities

Support DCX leadership in managing website roadmap priorities in alignment with business objectives and traveler needs.
Maintain visibility into priorities, outstanding decisions, action items, dependencies, and business-side deliverables.
Track progress, identify blockers, escalate issues requiring leadership input, and keep teams focused on agreed priorities and next steps.
Maintain centralized tracking of decisions, owners, deadlines, action items, and dependencies across DCX initiatives.
Develop and maintain action plans, engage stakeholders proactively, and drive open items through resolution.
Provide concise leadership updates on progress, overdue items, outstanding decisions, and follow-ups requiring attention.
Identify opportunities to improve DCX processes, documentation, and ways of working.
Partner with DCX stakeholders and Technology Project Managers to ensure initiatives are clearly scoped, requirements are complete, and work is ready for execution.
Review and refine business requirements, identify gaps, clarify expectations, and define business objectives, traveler experience considerations, and success criteria.
Participate in backlog refinement, sprint planning, and other agile ceremonies as needed.
Surface unanswered questions, dependencies, and decisions that could delay execution or create rework.
Research and evaluate digital customer experiences to identify pain points, usability issues, and improvement opportunities.
Analyze customer feedback, support cases, and available data to identify recurring issues and understand their impact on travelers.
Develop actionable recommendations that balance customer impact, business priorities, and technical constraints.
Translate findings into clear action plans and drive follow-through on agreed improvements.
Coordinate priorities and deliverables with DCX leadership, Technology Project Managers, Marketing, and other business stakeholders.
Translate business needs into clear, actionable requirements and facilitate alignment on scope, expectations, dependencies, and next steps while representing the voice of the traveler.
Support initiatives to modernize content-management capabilities and improve content operations across digital channels.
Coordinate requirements, decisions, and dependencies related to content-management improvements.
Partner with Content Operations, Marketing, Email, and Technology to streamline content creation, maintenance, and publishing.
Support scalable processes, automation, content reuse, and improved governance.

Benefits

Annual incentive bonus.
Comprehensive and heavily subsidized medical, dental, and vision plans.
On-site gym access, holistic wellness sessions, and group fitness classes.
Substantial paid time off (PTO), 11 paid holidays, and Summer Fridays.
Extensive parental leave, including up to 12–16 weeks of paid leave at 100% of base salary.
Discounts on company trips for employees, companions, and additional immediate family members, plus quarterly associate travel deals.
401(k) with company match.
Life insurance and disability coverage.
Tuition assistance for professional and personal development.
Professional development opportunities through overseas travel and access to Pinnacle Leadership & Team Development.
Commuter benefits.
Flexible spending account (FSA) options.
Pet insurance.
Home and auto discounts.
Paid volunteer time off.