Mgr Digital Platforms

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. 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. Education: Bachelor’s degree in Technology, Information Systems, Digital Media/Design, Business Administration, or related field. AND Experience: Five (5) years of experience in digital platform management, digital marketing and communications, and/or digital strategy. Must include two (2) years of management or supervisory experience. OR An equivalent combination of education, experience and/or training. License/Certifications/Registrations: A valid driver's license is required prior to appointment and must be maintained during employment. The minimum salary for this position is $94,500 annually. Compensation will be determined based on education, licenses, certifications, skills, experience, and alignment with salaries for similar roles within the organization. PHYSICAL REQUIREMENTS Sitting Up to 8 hours per day Lifting Up to 2 hours per day Walking Up to 6 hours per day Up to 50 max. pounds ** Standing Up to 3 hours per day Pushing Will not generally apply Bending Up to 3 hours per day Up to 50 max. pounds ** Squatting Up to 2 hours per day Pulling Will not generally apply Stooping Up to 2 hours per day Up to 50 max. pounds ** Reaching Up to 1 hour per day Climbing Up to 1 hour per day Balancing Up to 1 hour per day Stairs Up to 1 hour per day Twisting Up to 1 hour per day Ladder Will not generally apply Crawling Will not generally apply Equipment Will not generally apply Kneeling Will not generally apply Outdoors Will not generally apply Unusual hearing or vision demands: None. Other physical demands or notes: ** JEA employees should not attempt to lift, pull or push a load in excess of 50lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position. Education: Bachelor’s degree in Technology, Information Systems, Digital Media/Design, Business Administration, or related field. AND Experience: Five (5) years of experience in digital platform management, digital marketing and communications, and/or digital strategy. Must include two (2) years of management or supervisory experience. OR An equivalent combination of education, experience and/or training. License/Certifications/Registrations: A valid driver's license is required prior to appointment and must be maintained during employment. The minimum salary for this position is $94,500 annually. Compensation will be determined based on education, licenses, certifications, skills, experience, and alignment with salaries for similar roles within the organization. PHYSICAL REQUIREMENTS Sitting Up to 8 hours per day Lifting Up to 2 hours per day Walking Up to 6 hours per day Up to 50 max. pounds ** Standing Up to 3 hours per day Pushing Will not generally apply Bending Up to 3 hours per day Up to 50 max. pounds ** Squatting Up to 2 hours per day Pulling Will not generally apply Stooping Up to 2 hours per day Up to 50 max. pounds ** Reaching Up to 1 hour per day Climbing Up to 1 hour per day Balancing Up to 1 hour per day Stairs Up to 1 hour per day Twisting Up to 1 hour per day Ladder Will not generally apply Crawling Will not generally apply Equipment Will not generally apply Kneeling Will not generally apply Outdoors Will not generally apply Unusual hearing or vision demands: None. Other physical demands or notes: ** JEA employees should not attempt to lift, pull or push a load in excess of 50lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position.

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