Associate Process Manager

Role Overview

We are seeking an experienced Senior Web CMS Expert to lead complex website publishing, CMS operations, platform governance, issue resolution, experimentation enablement, and continuous website improvement.

This role will serve as a subject matter expert for the organization’s CMS and web operations ecosystem. The successful candidate will manage high-impact website changes, guide junior team members, establish publishing and governance standards, investigate complex defects, coordinate cross-functional releases, and support experimentation programs designed to improve user experience and business outcomes.

The ideal candidate combines strong CMS expertise with technical troubleshooting, operational leadership, stakeholder management, accessibility, SEO, analytics, and optimization experience.

Key Responsibilities

• CMS Operations and Platform Expertise
• Serve as the primary CMS subject matter expert for content authors, publishers, business teams, and technical stakeholders.
• Manage complex content publishing activities across multiple websites, markets, languages, brands, or business units.
• Configure and maintain page templates, reusable components, content fragments, taxonomies, workflows, and publishing rules.
• Review CMS configurations and publishing processes to identify opportunities for standardization, automation, and risk reduction.
• Troubleshoot content authoring, workflow, publishing, rendering, and caching issues.
• Partner with product and engineering teams to define CMS enhancements and platform requirements.
• Support CMS upgrades, releases, migrations, integrations, and platform modernization initiatives.
• Develop and maintain CMS standards, operational procedures, governance documentation, and authoring guidelines.
• Advanced Page Creation and Website Enhancements
• Create and manage complex pages, landing pages, campaign experiences, navigation structures, and reusable content modules.
• Translate business and design requirements into scalable CMS solutions using approved templates and components.
• Assess enhancement requests for feasibility, dependencies, accessibility, SEO, analytics, performance, and maintenance impact.
• Collaborate with user experience, design, development, content, marketing, legal, compliance, and analytics teams.
• Ensure page implementations are responsive, accessible, consistent, and aligned with design system standards.
• Identify opportunities to improve component reuse and reduce unnecessary custom development.
• Review and approve high-impact publishing changes before production release.
• Access Management and CMS Governance
• Own or oversee CMS user access management, including account provisioning, role assignments, permission changes, periodic reviews, and deactivation.
• Define and maintain role-based access control models in partnership with security and platform teams.
• Ensure access requests follow approval, audit, segregation-of-duties, and least-privilege requirements.
• Conduct periodic access audits and address inactive accounts, excessive permissions, and role conflicts.
• Establish governance standards for content ownership, approval workflows, publishing rights, and emergency access.
• Support internal audits by providing access records, publishing evidence, and process documentation.
• Incident Management and Complex Issue Resolution
• Lead the investigation and resolution of complex website incidents, publishing failures, component defects, display issues, navigation problems, and production bugs.
• Triage issues based on customer impact, business priority, urgency, and technical severity.
• Use browser developer tools, application logs, analytics, network traces, and CMS diagnostics to identify probable root causes.
• Coordinate incident response across content operations, development, quality assurance, infrastructure, security, and vendor teams.
• Document defects with detailed reproduction steps, environment information, affected URLs, evidence, and expected results.
• Validate technical fixes and coordinate functional, regression, accessibility, and cross-browser testing.
• Lead root cause analysis for recurring or high-impact incidents.
• Recommend preventive controls, monitoring improvements, process changes, or platform enhancements.
• Support emergency content updates and production releases when required.

Website Maintenance and Operational Excellence

• Own routine website health checks and preventive maintenance activities.
• Establish quality assurance checklists covering content, links, metadata, accessibility, responsive behavior, analytics, and functional performance.
• Monitor operational metrics such as publishing accuracy, incident volume, resolution time, aged requests, broken links, and content freshness.
• Identify repetitive manual activities and define opportunities for workflow automation.
• Support release planning, change management, impact assessment, rollback preparation, and production validation.
• Maintain comprehensive operational documentation, runbooks, support procedures, and knowledge articles.
• Drive continuous improvement initiatives across content publishing, governance, support, and website quality.
• Provide training, coaching, and technical guidance to junior publishers and business content authors.
• Experimentation and Optimization
• Partner with product, marketing, analytics, user experience, and conversion optimization teams to plan and deliver website experiments.
• Translate experiment hypotheses into technically feasible CMS and experimentation solutions.
• Create or oversee the creation of page and content variants for A/B and multivariate testing.
• Configure or support audience targeting, test allocation, scheduling, personalization, and experience delivery.
• Ensure experiments include appropriate analytics events, success metrics, quality controls, and documentation.
• Review experiments for accessibility, performance, responsive behavior, data integrity, and unintended user experience impacts.
• Troubleshoot experiment delivery, flicker, targeting, tracking, variant rendering, and compatibility issues.
• Support the interpretation of experiment results in partnership with analytics teams.
• Maintain an experimentation backlog and help prioritize tests based on potential value, effort, dependencies, and risk.
• Document experiment learnings and recommend scalable updates for successful variants.
• Establish experimentation governance to prevent overlapping tests, inconsistent experiences, or unreliable results.
• Required Qualifications and Experience
• 5 or more years of experience in web operations, enterprise CMS management, digital experience delivery, website production, or a related field.
• Deep experience with platforms such as Adobe Experience Manager, Sitecore, Drupal, Optimizely, Contentful, WordPress VIP, or similar enterprise solutions.
• Experience with experimentation platforms such as Adobe Target, Optimizely, VWO, or comparable tools.
• Demonstrated experience managing complex website updates and multi-page digital initiatives.
• Strong experience with CMS workflows, templates, reusable components, permissions, publishing environments, and content governance.
• Experience managing user access and role-based permissions in a controlled enterprise environment.
• Experience planning, implementing, and validating URL redirects at scale.
• Demonstrated experience with A/B testing, multivariate testing, personalization, or conversion rate optimization.
• Experience working with experimentation tools and coordinating experiment delivery across business and technical teams.
• Strong working knowledge of HTML and CSS, with sufficient JavaScript knowledge to support troubleshooting and experimentation.
• Strong understanding of SEO fundamentals, metadata, canonical URLs, redirects, indexing considerations, and content structure.
• Practical understanding of digital accessibility and responsive design.
• Experience with web analytics, tag validation, and experiment measurement requirements.
• Experience troubleshooting production defects and coordinating resolution across technical teams.
• Experience working with ticketing, release management, and collaboration tools.
• Strong stakeholder management, documentation, and communication skills.
• Ability to prioritize high-volume requests and manage competing deadlines.