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Digital Experience Manager

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Class Title

Digital Experience Manager

Class Code

5984

Salary

$116,688.00 - $152,817.60 Annually

• Definition

• Benefits

Classification Description Summary

Under administrative direction, directs, manages, supervises, and coordinates the activities and operations of Reno Direct within the City Manager’s Office; coordinates assigned activities with other divisions, departments, and outside agencies; and provides highly responsible and complex administrative support to the City Manager’s Office. Additional responsibilities include managing and maintaining the Digital Engagement Program, as well as federal accessibility compliance for the City of Reno’s digital presence.

Essential Functions

The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

Assume management responsibility for assigned services and activities of the City of Reno’s digital experience programs.

Manage and participate in the development and implementation of departmental goals, objectives, and priorities for each assigned area; identify significant policy and operational issues; confer with and provide assistance to management team in resolving issues; create strategic objectives and plans within Reno Direct.

Select, train, motivate, supervise and evaluate assigned staff; provide or coordinate staff training and succession planning; work with employees to correct deficiencies; implement discipline and termination procedures; reward employees for their contributions. Participates in the accomplishment of organizational, departmental and workgroup goals and objectives.

Develop strategies, programs, practices and policies that will lead to the improvement of digital accessibility programs, requirements, and implementation for federal guideline adherence.

Manage consultants in the preparation of plans and studies. Respond to and resolve difficult and sensitive citizen inquiries and complaints, media inquiries, City Council concerns, issues and community needs.

Provide responsible and complex assistance in administering the daily operations and activities of the Reno Direct division; direct and oversee the preparation of the City Council staff reports; monitor the progress of key issues faced by the department and attainment of various Council goals.

Monitor and evaluate the efficiency and effectiveness of service delivery methods and procedures; recommend, within departmental policy, appropriate service and staffing levels.

Develop and administer the Reno Direct division budget; forecast funds needed for staffing, equipment, materials, and supplies.

Develop and administer the website development budget and associated tools and services.

Performs communication functions by attending various public and internal meetings, performing internal planning duties, and meeting with the Chief Innovation & Experience Officer on a regular basis regarding objectives of this position as well as general division objectives.

Attend and participate in a variety of professional group meetings with public and private organizations; discuss and resolve complex community issues.

Prepare written and graphic reports containing specific recommendations on citizen complaints, inquiries, and market needs and trends. Oversees and coordinates public information activities designed to ensure open avenues of communication and promote public understanding and support for City activities and objectives via the City’s websites and other Internet tools; creates and edits website content; organizes and coordinates web development efforts to represent the City of Reno’s position and issues to the public.

Administer and maintain City’s Intranet site including site design, contributor access management and training.

Participates in the development and administration of digital initiatives to improve user experiences.

Identifies key performance indicators, analyzes reports and metrics, and adjusts customer service strategies, methodologies, and systems to achieve service objectives.

Manages documentation of process workflows, system support materials, knowledge articles, and self-service capabilities.

Performs full spectrum of work ensuring the consistency and accessibility of the city’s websites and Intranet; uses appropriate web tools to enhance web usability, website architecture, accessibility, and search engine optimization; tracking and monitoring system activities; and developing and maintaining standards and guidelines for website style and content.

Perform related duties as required.

Minimum Qualifications

QUALIFICATIONS

The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.

Knowledge of:

Principles and practices of public administration. Organization and operation of municipal government. Municipal government functions specifically related to digital experiences. Operational characteristics, services and activities of digital experiences. Principles and practices of program development and administration.

Work organization and office management principles and practices.

Procedures, policies, rules, and practices affecting the development, maintenance, and control of systems. Advanced organizational and management practices as applied to the analysis and evaluation of programs, policies, and operational needs related to area of assignment. Principles and practices of contract negotiation, preparation and monitoring. Principles and applications of critical thinking and analysis. Methods and techniques of effective technical, administrative, and financial record keeping, report preparation, and presentation. Recent developments, research methods, current literature, and sources of information related to digital experiences. Terminology used in areas of assignment. Federal, state, and local government organizations. Methods and techniques of conflict resolution. Pertinent federal, state, and local laws, codes, and regulations. Principles of supervision, training, and performance evaluation. Office procedures, methods, and equipment including computers and applicable software applications such as word processing, spreadsheets, and databases. Principles, trends, methods, and techniques used in customer service, public relations, public information, and program education and promotion. English usage, spelling, grammar, and punctuation.

Methods and techniques of research, statistical analysis, and report presentations.

Methods and techniques of public relations and public information.

Methods and techniques of customer service. Basic operations, services and activities of a public information or communication program. Proficiency with website development and management including knowledge of HTML/CSS, Web Content Accessibility Guidelines (WCAG), computer generated graphics, and web reporting tools like Google Analytics and SiteImprove.

Applying ADA guidelines and accessibility best practices in digital communications and knowledge of testing and monitoring tools.

Ability to:

Manage the City's Reno Direct division.

Oversee, direct, and coordinate the work of lower level staff. Select, supervise, train, and evaluate staff. Plan, organize, direct, coordinate, and evaluate significant programs, projects, events, or technical areas.

Participate in the development and administration of program goals, objectives, and procedures.

Examine and verify documents, reports, and transactions. Maintain and prepare a variety of budgets, financial statements, reports, and analyses. Research, negotiate, manage, and monitor contracts and agreements. Respond tactfully, clearly, concisely, and appropriately to inquiries from the public, City staff, or other agencies on sensitive issues in area of responsibility. Oversee and participate in the development and administration of program goals, objectives and procedures. Perform the full range of complex and difficult professional analytical, programmatic and administrative duties involving the use of independent judgment and personal initiative. Analyze problems, identify alternative solutions, project consequences of proposed actions and implement recommendations in support of goals. Research, analyze, and evaluate new service delivery methods and techniques. Understand the organization and operation of the City and of outside agencies as necessary to assume assigned responsibilities. Understand, interpret, and apply general and specific administrative and departmental policies and procedures as well as applicable federal, state, and local policies, laws, and regulations. Work cooperatively with other departments, City officials, and outside agencies. Operate office equipment including computers and supporting word processing, spreadsheet, and database applications. Work in a team based environment to achieve common goals. Coordinate multiple projects and complex tasks simultaneously while meeting critical deadlines. Meet the physical requirements to safely and effectively perform the assigned duties. Communicate clearly and concisely, both orally and in writing. Establish and maintain effective working relationships with those contacted in the course of work. Collect, evaluate and interpret varied information and data. Research, analyze, and formulate recommendations, work plans, and activities regarding planning, technical, and administrative issues. Develop recommendations for problematic areas and implement and monitor changes. Prepare clear, accurate and concise tables, schedules, summaries and other materials in statistical and narrative form. Establish and maintain various data collection, record keeping, tracking, filing, and reporting systems. Identify and respond to community and organizational issues, concerns, and needs. Exercise good judgment and maintain confidentiality in maintaining critical and sensitive information, records, and reports.

Maintain websites working with vendors and department users.

Oversee and coordinate public information activities designed to ensure open avenues of communication and promote public understanding and support for City activities and objectives via the City’s website and Intranet.

Oversee, create, and provide training and technical support to designated departments; answer technical questions from users.

Recommend and assist in the implementation of goals and objectives; establish schedules and methods for providing public information services; implement policies and procedures associated with the City’s websites.

Education and Experience Guidelines - Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Education/Training :

A Bachelor's degree from an accredited college or university with major course work in business administration, communication, public administration, marketing, journalism, or a related field. Formal training in graphic design is highly desirable.

Knowledge and experience using Adobe Creative Suite applications such as Dreamweaver, Illustrator, and Photoshop.

Experience :

Six years of increasingly responsible experience in leadership, communications, project management, public relations, website development, and customer service. Public sector operations and administration experience preferred.

License or Certificate :

Possession of an appropriate, valid driver's license.

Supplemental Information

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment: Work is performed primarily in an office environment with some travel from site to site; extensive contact with system users and occasional public contact.

Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including extensive use of a computer keyboard; and to verbally communicate to exchange information.

Please use this Health and Welfare Benefit Link (http://www.reno.gov/government/departments/human-resources/benefits) to learn more about the City of Reno's great employee benefit plans and wellness programs.

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