Manager-III (Web Services & Digital Platform Manager), Grade M3

Montgomery County • 27 Courthouse Sq Rockville MD 20850 USA, MD

4d • Hybrid

About The Position

The Web Services Team within the Department of Technology and Enterprise Business Solutions (TEBS) is responsible for managing and continuously improving the County’s enterprise website and digital presence. The team partners with departments across the organization to ensure web content is accurate, accessible, and user-centered, while working closely with external vendors to support the underlying platform and deliver ongoing enhancements. As the County continues to modernize its digital services, this team plays a critical role in shaping how residents, businesses, and employees interact with government online. It is an exciting team to join because it sits at the intersection of technology, communication, and service delivery—offering the opportunity to drive meaningful impact, influence enterprise standards, and help define the future of digital government. The Department of Technology and Enterprise Business Solutions (TEBS) is currently recruiting for a Web Services and Digital Platform Manager (Manager-III), Grade M3. This role is responsible for the strategic, operational, and technical oversight of the County’s enterprise website and related digital services. This role leads a small team of web content managers while functioning as the product owner for the County’s web platform, managing the roadmap, vendor delivery, and ongoing service performance. This position bridges business needs, user experience, and technical delivery—ensuring the County’s website and associated web applications are scalable, accessible, secure, and aligned with enterprise standards.

Requirements

• Five (5) years of progressively responsible professional experience in website management, digital platforms, or a related technical field, including leadership and supervisory responsibilities
• Experience managing vendors and external service providers
• Strong understanding of CMS platforms, including Drupal
• Knowledge of web architecture and infrastructure (DNS, hosting, domains)
• Experience with website deployment and cutover processes
• Experience with web integrations and application delivery
• Experience defining and managing SLAs and service delivery models
• Experience implementing and managing SEO strategies for enterprise websites
• Familiarity with AI tools used in content creation and optimization
• Understanding of modern search trends, including voice search and AI-driven search experiences
• Graduation from an accredited college or university with a bachelor’s degree in computer science, Web Development, Government Relations, Public Administration, or related field.
• An equivalent combination of education and experience may be substituted.

Nice To Haves

• 10+ years of progressively responsible professional experience in website management, digital platforms, or a related technical field, plus 5+ years of leadership and managerial skills.
• Five plus (5+) years of managerial and leadership experience overseeing digital, web, or content-focused teams
• Ten plus (10+) years of progressively responsible experience in web/content management, digital strategy, or related fields
• Experience working in a government or public sector environment
• Knowledge of digital accessibility standards, including WCAG and ADA/Title II compliance
• Proficiency with website analytics tools such as Google Analytics
• Experience implementing structured data, schema markup, and modern search optimization techniques
• Experience optimizing content for AI-powered or conversational interfaces
• Familiarity with Google Search Console, SEO platforms (e.g., SEMrush, Ahrefs ), or comparable tools
• Exposure to AI governance frameworks, prompt methodologies, or enterprise AI adoption strategies
• Experience managing enterprise-scale or multi-department digital platforms
• Familiarity with IT service management frameworks such as ITIL

Responsibilities

• Responsible for the strategic leadership, operational management, and continuous improvement of the County’s primary public-facing website and associated digital services.
• Serve as the product owner for the County’s website platform and digital service ecosystem.
• Define and maintain a multi-year product roadmap driven by business needs, analytics, and user research.
• Prioritize enhancements, feature requests, defects, and improvements for enterprise value.
• Manage the development backlog in coordination with platform vendor.
• Lead release planning and ensure alignment between roadmap objectives and vendor deliverables.
• Establish and enforce County-wide web governance, standards, and policies.
• Define requirements for design, UX, navigation, accessibility, and content quality.
• Review and approve departmental requests for web apps and digital integrations.
• Ensure consistency, usability, and scalability across all County web properties.
• Serve as primary point of contact for website platform vendors.
• Manage SLAs, KPIs, contracts, and vendor performance.
• Coordinate releases, enhancements, upgrades, and defect resolution.
• Hold vendors accountable for timelines, quality, and system stability.
• Collaborate with procurement on contract renewals and negotiations.
• Define and enforce SLAs for content updates and issue resolution.
• Lead the intake, triage, and prioritization of web requests County-wide.
• Establish and track service metrics to improve responsiveness and quality.
• Drive continuous improvement in digital service delivery.
• Oversee daily content operations and publishing workflows.
• Lead and support a team of content managers across multiple departments.
• Define content standards, review processes, and publishing protocols.
• Ensure content accuracy, compliance, and alignment with County standards.
• Oversee infrastructure including domains, DNS, URLs, SSL, and redirects.
• Lead major updates, migrations, and digital transformation initiatives.
• Coordinate with IT and vendors to ensure reliability, uptime, and security.
• Maintain expertise in modern CMS platforms, frameworks, and integrations.
• Establish SEO and search optimization best practices.
• Implement AI tools to improve content quality, consistency, and findability.
• Optimize content structure for AI-driven and generative search environments.
• Ensure all web properties comply with WCAG 2.1 AA, ADA/Title II, and related requirements.
• Implement accessibility workflows and governance mechanisms.
• Support departments in accessibility remediation and continuous compliance.
• Define and track KPIs for website performance, engagement, and usability.
• Use data insights to drive content decisions and inform the digital roadmap.
• Deliver executive-level reporting and strategic recommendations.
• Partner with County departments to understand business needs and develop digital solutions.
• Manage intake and prioritization of web projects and enhancements.
• Serve as a strategic advisor on digital presence, UX, and content strategy.
• Manage expectations across diverse stakeholder groups.
• Lead, coach, and develop a team of three web content managers.
• Set clear goals, KPIs, and accountability standards.
• Conduct performance reviews and support professional development.
• Foster a collaborative, high-performing, service-oriented team environment.
• Oversee response to website outages, incidents, and service disruptions.
• Coordinate with IT and vendors to ensure timely resolution.
• Establish escalation protocols and communication standards.
• Provide after-hours support for urgent, high-severity incidents as needed.

Benefits

• This position may require occasional evening and weekend hours based on program needs.
• This position may be eligible for limited hybrid telework, up to two days per week, after the initial training period.
• A criminal background (and credit history) check will be conducted on the selected candidate prior to appointment and will be a significant factor in the hiring decision.
• This position carries supervisory responsibilities and requires managing, coaching, and developing staff to ensure effective program operations.
• Individuals appointed to this class will be required to serve a probationary period of twelve (12) months.
• Individuals promoted to this class will be required to serve a probationary period of six (6) months.
• This position requires successful completion of a pre-employment medical evaluation, which includes a physical examination and drug screening.
• This position is designated as one that requires filing a Financial Disclosure Statement and will be required to disclose information about your financial affairs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager