Web Services Manager

City of Charlotte•Charlotte, NC

3d•$81,226 - $116,763•Onsite

About The Position

Welcome to the City of Charlotte. Charlotte is America’s Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents. Our guiding principles include: Attracting and retaining a skilled and diverse workforce, Valuing teamwork, openness, accountability, productivity, and employee development, Providing all customers with courteous, responsive, accessible, and seamless quality services, Taking initiative to identify, analyze, and solve problems, Collaborating with stakeholders to make informed decisions. The Web Services Manager reports to Assistant Director of Content Strategy in the Charlotte Communication and Marketing Department and is an integral part of executing the department’s content strategy and adhering to city-wide principles. The Web Services Manager is primarily responsible for managing the City of Charlotte’s web services which develops and maintains all City of Charlotte web properties including charlottenc.gov, CNET (employee intranet) and other city-owned web properties. A major component of this is managing various web platforms used throughout city departments, leading strategic planning, creation and maintenance of governance framework for all city web content while positioning the web services team as experts in web content, production and delivery.

Requirements

Advanced knowledge of enterprise-level content management systems (CMS), such as Granicus OpenCities, Microsoft SharePoint Online and Drupal
Expertise in visual studio code or comparable development environments, HTML5, CSS3, JavaScript and responsive web frameworks and technologies and user interface (UI) and user experience (UX) design tools, including Figma and Adobe Creative Cloud
Experience in website analytics and reporting platforms, including Google Analytics, Google Search Console and SEMrush, to help guide improvements and strategic-decision making
Knowledge of WCAG, ADA and Section 508 accessibility requirements as well as experience in using accessibility testing and quality assurance tools, such Acquia Optimize or equivalent platforms
Ability to manage multiple complex projects and competing priorities in a fast-paced, deadline-driven environment while utilizing project management platforms, including Jira and Monday.com
Demonstrate strong leadership, communication, facilitation and organizational skills with the ability to build consensus among diverse stakeholders.
Demonstrate ability to lead enterprise web strategy, digital governance and user experience initiatives.
Ability to troubleshoot technical issues to improve website performance, load speed, usability and responsiveness.
Ability to collaborate effectively with executive and department leadership, IT, Communications and external vendors
Strong problem-solving, strategic planning and critical thinking skills.
Experience in creating and implementing processes, budgets, project timelines and SAAS tools.
Ability to communicate complex technical concepts to technical and non-technical audiences.
Commitment to innovation, continuous improvement and delivering exceptional digital experiences for residents and City employees.

Nice To Haves

Bachelor’s degree in computer science, Information Technology, User Experience, Web Design or a related field
Seven years of experience in web services, digital experience, content management or a related field
2-4 years of management experience
Professional certifications in User Experience (UX), accessibility, project management (PMP, Scrum), Google Analytics, SEO or related disciplines.

Responsibilities

Establish and maintain city-wide web governance for both public sites and internal intranet including digital standards, information architecture, navigation and content publishing processes to ensure consistent, user-centered digital experiences.
Collaborate with Charlotte Communication and Marketing leadership, department liaisons, creative services (graphic design), IT and other stakeholders to develop and deliver digital solutions that support city-wide principles, priorities and brand guidelines.
Oversee the design, development, implementation and maintenance of websites, web applications and enterprise content management systems.
Supervise, mentor and develop the Web Services team by managing priorities, workloads, performance and professional development.
Work with city accessibility staff to ensure compliance with WCAG, ADA, Section 508 and City branding standards through ongoing quality assurance, accessibility reviews and governance practices.
Monitor and report out website analytics, user behavior and performance metrics to evaluate effectiveness, identify opportunities for improvement and support strategic decision-making.
Research, evaluate and implement emerging technologies, digital best practices and innovative solutions to enhance the City's digital services and customer experience.
Manage multiple enterprise web initiatives simultaneously while coordinating internal teams, vendors and external partners to ensure successful project delivery.