Mgr Digital Platforms

JEA•Jacksonville, FL

About The Position

Oversees JEA's digital communication ecosystem, including the jea.com website and content management system, MyJEA mobile app, messaging, alerts and notifications platforms, the internal intranet, and other systems assigned to the Marketing and Communications Department. This role is responsible for platform strategy, user experience, functionality, analytics, vendor and contract management, and overall system performance. Provides strategic direction for all digital communication platforms, prioritizing projects and enhancements based on customer insights, performance analytics, and return on investment. They ensure accurate, timely, and seamless customer communications across all digital channels while maintaining system integrity, reliability, security, and integration with enterprise systems. Delivers technical and operational leadership for system configuration, performance monitoring, and analytics reporting, ensuring all customer-facing digital platforms support JEA's strategic objectives, customer service standards, and regulatory and compliance requirements. Lead the strategy, development, and ongoing optimization of the front-end of JEA's digital platforms, including the website, content management system, MyJEA mobile app, messaging and notification platforms, internal intranet, and related digital tools. Establish roadmaps, prioritizing enhancements and ensuring alignment with customer needs and organizational goals. Oversee daily operations of digital communication systems to ensure reliability, performance, security, accessibility, and integration with enterprise systems. Manage vendor relationships and contracts, including monitoring service-level agreements and ensuring deliverables and functionality expectations are met. Ensure platform reliability, security, data privacy, and regulatory compliance in a highly regulated environment. Lead user experience and customer journey optimization efforts through usability testing, accessibility compliance, analytics, A/B testing, and customer research. Direct analytics strategy for all digital channels, establishing KPIs, dashboards, and reporting to measure performance, adoption, customer satisfaction, and operational efficiency. Transform performance metrics into actionable recommendations for improvements. Oversee system configuration, upgrades, enhancements, and release management to minimize risk and ensure business continuity. Develop and manage the digital platforms budget, forecasting costs and ensuring fiscal accountability. Collaborates across business units to achieve desired optimum outcomes. Ensure all digital communications support JEA's customer service standards, crisis communications protocols, and accessibility requirements. Monitor emerging digital technologies and industry trends to recommend improvements that enhance customer experience and operational effectiveness. Plans, organizes, trains, coaches, directs, and evaluates the performance of assigned staff; establishes performance requirements and personal development targets aligned with the JEA Scorecard and Strategic Initiatives; monitors performance and provides direction for improvement and development. Monitor emerging digital technologies and industry trends to recommend improvements that enhance customer experience and operational effectiveness. Participates in JEA's strategic planning processes. Participates in the development of team goals and objectives; develops tactical plans to achieve success; and manages the tracking of progress and execution. Translates analytics and performance metrics into actionable recommendations for platform enhancements and continuous improvement. Provides leadership and example in meeting JEA's safety and wellness goals. Ensures compliance with local, state, and federal legal and regulatory requirements by staying abreast of existing and new legislation. Applies project management principles to plan, coordinate, and oversee assigned initiatives and operational improvements. Perform other job-related duties as assigned.

Requirements

Bachelor's degree in Technology, Information Systems, Digital Media/Design, Business Administration, or related field.
Five (5) years of experience in digital platform management, digital marketing and communications, and/or digital strategy and experience.
A valid driver's license is required prior to appointment and must be maintained during employment.

Nice To Haves

Experience in a leadership role is preferred.

Responsibilities

platform strategy
user experience
functionality
analytics
vendor and contract management
system performance
prioritizing projects and enhancements based on customer insights, performance analytics, and return on investment
technical and operational leadership for system configuration, performance monitoring, and analytics reporting
Lead the strategy, development, and ongoing optimization of the front-end of JEA's digital platforms
Establish roadmaps, prioritizing enhancements and ensuring alignment with customer needs and organizational goals
Oversee daily operations of digital communication systems to ensure reliability, performance, security, accessibility, and integration with enterprise systems
Manage vendor relationships and contracts, including monitoring service-level agreements and ensuring deliverables and functionality expectations are met
Ensure platform reliability, security, data privacy, and regulatory compliance in a highly regulated environment
Lead user experience and customer journey optimization efforts through usability testing, accessibility compliance, analytics, A/B testing, and customer research
Direct analytics strategy for all digital channels, establishing KPIs, dashboards, and reporting to measure performance, adoption, customer satisfaction, and operational efficiency
Transform performance metrics into actionable recommendations for improvements
Oversee system configuration, upgrades, enhancements, and release management to minimize risk and ensure business continuity
Develop and manage the digital platforms budget, forecasting costs and ensuring fiscal accountability
Collaborates across business units to achieve desired optimum outcomes
Ensure all digital communications support JEA's customer service standards, crisis communications protocols, and accessibility requirements
Monitor emerging digital technologies and industry trends to recommend improvements that enhance customer experience and operational effectiveness
Plans, organizes, trains, coaches, directs, and evaluates the performance of assigned staff
Participates in JEA's strategic planning processes
Participates in the development of team goals and objectives
Translates analytics and performance metrics into actionable recommendations for platform enhancements and continuous improvement
Provides leadership and example in meeting JEA's safety and wellness goals
Ensures compliance with local, state, and federal legal and regulatory requirements by staying abreast of existing and new legislation
Applies project management principles to plan, coordinate, and oversee assigned initiatives and operational improvements
Perform other job-related duties as assigned

Benefits

JEA offers a generous benefits and compensation package, with most benefits starting on your first day of employment .
Paid Time Off: 13 paid holidays plus an exceptional annual leave benefit to be used for vacation, personal and sick time.
Medical: Three comprehensive medical plans offered as options for you and your dependents–including one plan with 100% paid coverage for the employee.
Other Benefits: Exceptional benefits package beginning from first day of employment.
Dental
Vision
Health accounts – employer sponsored HSA and HRA
Flexible spending accounts
Tuition reimbursement
Life insurance, accidental death & dismemberment, short-term and long-term disability and more.
Retirement: JEA provides a great benefits and retirement package for its employees. Employees may begin participation in the 457 Deferred Compensation Plan on day one of employment. Employees have the flexibility to choose from a variety of investment options to help them achieve their retirement goals.
Health & Wellness To encourage our employees to develop and maintain good health, JEA offers access to the Healthy Lifestyles Wellness program as well as 11 onsite fitness centers. From annual flu shots and biometric screenings to health risk assessments and periodic access to an on-site mobile mammography unit, the program offers something for everyone.