Director, Digital Experience

About the role

Ezee Fiber is looking for a strategic, hands-on Director, Digital Experience to own and advance the digital customer experience across our website, eCommerce platforms, and front-end purchase journeys. This leader will be responsible for the vision, roadmap, performance, and day-to-day health of our digital storefronts across all lines of business, brands, markets, and sales channels. The Director will translate business goals and customer insights into a prioritized digital roadmap that improves conversion, simplifies the customer journey, and enables scalable growth.

Essential Functions

Digital Experience Strategy & Leadership

• Own the digital experience strategy and roadmap across ezeefiber.com, eCommerce/buyflow platforms, and customer- and agent-facing purchase experiences.
• Establish priorities, success metrics, and optimization plans aligned to company growth, market expansion, customer experience, and revenue goals.
• Serve as the digital experience subject-matter leader across the organization, bringing forward recommendations on UX, conversion, platform capabilities, and emerging digital opportunities.
• Lead cross-functional digital initiatives from business case and requirements through launch, measurement, and optimization.
• Balance long-term platform improvements with rapid response to business needs, market launches, pricing changes, promotions, and live-site issues.

Website & Digital Platform Ownership

• Own the performance, governance, and continuous improvement of ezeefiber.com, including content architecture, conversion paths, SEO-related technical requirements, localization, accessibility, and site functionality.
• Lead the website development roadmap and agency relationship, including sprint prioritization, resource planning, delivery expectations, and performance accountability.
• Oversee new page and market launches, product and pricing updates, legal and PR content, redirects, noindexing, FAQs, blog development, and other business-critical site changes.
• Own key website tools and integrations, including Spanish-language translation and third-party experiences such as the Ookla speed test.
• Identify opportunities to improve site architecture, content, UX, and conversion based on behavioral data, customer feedback, business performance, and testing.

ECommerce & Buyflow Experience

• Own the front-end buyflow strategy and customer experience across all lines of business, brands, markets, and sales channels, partnering with back-end owners to ensure end-to-end flow integrity.
• Lead the buyflow vendor relationship, roadmap, prioritization, and accountability for enhancements, defects, integrations, and platform performance.
• Define and lead major buyflow enhancements, including scheduler improvements, product and pricing changes, channel-specific experiences, confirmation experiences, API integrations, and conversion optimization.
• Establish strong QA, regression testing, launch-readiness, and post-production validation processes across complex market, brand, channel, and product permutations.
• Ensure rapid identification and resolution of live experience issues including pricing or plan errors, broken functionality, address qualification issues, tracking gaps, and customer journey friction.
• Maintain clear documentation and governance for market-, brand-, product-, and channel-specific buyflow requirements.

Optimization, Experimentation & Conversion

• Build and own a structured experimentation roadmap across the website and buyflow, prioritizing tests based on customer friction, business impact, and conversion opportunity.
• Lead A/B and multivariate testing from hypothesis development through implementation, live monitoring, analysis, and executive-ready readouts.
• Use funnel performance, session behavior, heat mapping, qualitative insights, and conversion data to identify opportunities and recommend action.
• Translate optimization findings into scalable changes, clearly articulating when to expand, iterate, or pivot.

Analytics, Attribution & Performance

• Own the integrity of digital experience measurement, ensuring website and buyflow tracking supports reliable decision-making and performance reporting.
• Partner with BI, Performance Marketing, and technology teams on analytics implementation, channel attribution, tracking requirements, media parameters, and reporting accuracy.
• Monitor and improve channel grouping and conversion attribution in GA4 and related platforms.
• Define and report on digital experience KPIs such as conversion rate, funnel progression, abandonment, error rate, site engagement, testing impact, and revenue contribution.

Technology, Vendor & Platform Management

• Own the digital experience technology ecosystem and vendor relationships supporting content management, hosting and deployment, analytics, session recording, heat mapping, experimentation, translation, forms, and eCommerce.
• Partner with IT and business stakeholders to guide integrations across Atlas, HubSpot, GLDS, and other systems that impact the digital customer journey.
• Evaluate platform capabilities, vendor performance, and new technology opportunities; develop recommendations and business cases where investment is needed.
• Manage digital experience budgets, vendor scopes, timelines, and deliverables with a focus on business value and scalability.

Cross-Functional Leadership

• Partner closely with Marketing, BI, IT, Operations, Sales, Customer Care, Product, and market teams to translate business requirements into intuitive digital experiences.
• Create clear operating rhythms for intake, prioritization, escalation, launch communication, and performance readouts.
• Influence stakeholders across levels and functions, creating alignment around digital priorities and customer experience improvements.
• Support and develop internal resources as the digital experience function grows, establishing strong standards for execution, documentation, and accountability.

Supervisory Responsibilities

• Directly supervise one or more employees.
• Carries out responsibilities in accordance with the organization's policies and applicable laws.

Qualifications

• Bachelor's degree in eCommerce, digital marketing, business, technology, or a related field.
• 10+ years of experience in eCommerce, digital product, digital experience, UX/CRO, or conversion-focused platforms, including meaningful ownership of complex customer journeys; telecom/broadband experience is a plus.
• Demonstrated experience setting digital strategy and translating it into roadmaps, priorities, and measurable business results.
• Experience leading complex website and eCommerce initiatives across multiple stakeholders, markets, products, or channels.
• Strong understanding of conversion optimization, experimentation, analytics, attribution, UX principles, and digital customer behavior.
• Experience with CMS platforms such as Sanity, deployment environments such as Vercel/GitHub, and management of web developers and external agency partners.
• Familiarity with GA4, Datadog, Hotjar, VWO, or comparable analytics, monitoring, and testing tools.
• Strong executive communication and project leadership skills, with the ability to turn complex digital issues into clear recommendations and decisions.
• Exceptional attention to detail and a strong operating mindset; comfortable moving between strategic planning and hands-on problem solving.
• Ability to lead a high volume of concurrent priorities in a fast-paced, growth-oriented environment.

Physical, Field, Or Environmental Requirements

• The physical requirements described here are representative of those that must be met by an associate to successfully perform the essential functions of the job.
• While performing the duties of the job, the associate is required on a daily basis to analyze and interpret data, communicate, and remain in a stationary position for a significant amount of the workday and frequently access, input, and retrieve information from the computer and other office productivity devices.
• The associate is regularly required to move about the office and around the corporate campus.
• The associate must frequently move up to 10 pounds and occasionally move up to 25 pounds.

Travel Requirements

• Ability to travel up to 40%.

Total Rewards

• Competitive compensation package
• Comprehensive medical, dental, and vision benefits
• Employee Assistance Program (EAP)
• Paid Parental Leave
• 401(k) with company match
• Paid time off and other generous benefit programs
• Tuition reimbursement

We are seeking candidates that are legally authorized to work in the United States without sponsorship.