Digital Operations Specialist

ABOUT SHATTERPROOF

Shatterproofis a national nonprofitworking toward a world where addiction never defines or ends a evidence-based programs advocacy and public education Shatterproof works to transformsystems for tomorrow support families today and end stigma forever. Learnmore at.

WHO SUCCEEDS AT SHATTERPROOF

Shatterproof is in a period oftransformativeand rapid growth. We are building new systems reimagining how work gets done and creating more cross-functional alignment to accelerateour thrive here you should be energized by building not justmaintaining and excited to bring structure clarity and innovation to evolving spaces.

Werelooking for team members who:

• Build systems and processes from the ground upand improve them continuously as we scale.

• Take ownership and act with a builders mindset bringing forward solutions rather than waiting for direction.

• Influence and collaborate across teams shaping work throughstrong communicationand relationship-building.

• Move quickly learn fast and adapt with resilience especially in a high-growth high-impact environment.

• Are mission-driven and motivated to leave their markon an organization working to reverse the addiction crisis.

Shatterproof seeks a Digital Operations Specialist to manage the daily operations reliability and continuous improvement of our web ecosystem and digital engagement platforms. This role sits at the intersection of IT operations content publishing digital marketing and datadriven decisionmaking. It ensures that our publicfacing digital propertiesespecially secure accessible highperforming and aligned with the needs of Marketing Fundraising and Programs.

A key responsibilityofthis position is responsivehigh-qualitycontent publishing. The Specialist will manage updates across the primary website and microsites;maintaintemplates and design consistency; safeguard accessibility and SEO fundamentals; troubleshoot issues; and ensure that each update supports campaign fundraising and program goals. The role also administers and provides oversight for our suite of cloud hosted engagement toolsincluding Engaging Networksensuring configurations integrations and data flowsoperatesmoothly.

In addition to ongoing operations this role will supportShatterproofsupcomingnewWordPresswebsite includes contributing to content preparationassistingwith user journey and IA evaluationvalidatingtemplates coordinating with vendor partners and helping ensure a smooth transition without disrupting daily publishing needs. While the migration is a -termstability and daily operational excellence remain the core focus of the role.

This position is deeply collaborative. The Specialist will work closely with IT Marketing andFundraising;translate business requirements into technicalexecution;and balance rapid response work with structured processes such as QA change management and documentation. The ideal candidate brings a mix ofhands-onCMS experience digital operations discipline basic frontend development comfort and an understanding of how user experience impacts mission critical outcomes like fundraising and engagement.

CORE RESPONSIBILITIES

1. Website Operations & Content Publishing

• Executetimelycontent updates across campaign pages blogs microsites and landing pages to support Marketing Fundraising and Programs.

• Maintain CMS platforms (WordPressDrupaland occasional Wix sites) applying updates patches and configuration changes withappropriate QAand communication.

• Support the Drupal WordPress migration through content inventories user journey mapping template alignment content QA and vendor coordination.

• Troubleshoot site issues andmonitorperformance using analytics and performance tools toidentifyroot causes and recommend improvements.

• Ensure compliance with WCAG 2.1 AA accessibility standards; partner with content creators on accessible patterns alt text semantic markup and scan remediation.

• Maintain brand and design consistency across all properties; collaborate with Marketing on layout decisions and work with creative partners for complex needs.

• Maintain documentation for CMS workflows release processes update procedures and configuration notes.

• Provide support and training to staff who create ormaintaincontent.

2. Analytics & Digital Optimization

• Configure GA4 measurementmaintaintagging conventions and oversee data quality across sites and engagement platforms.

• Monitor critical metrics including conversions navigation behavior form performance and site engagement.

• Build ormaintaindashboards (Looker Studio or equivalent) thatprovideactionable insights to internal teams.

• Identifyoperational and UX improvements using analytics; contribute recommendations to increase conversions reduce friction and improve donor journeys.

• Support A/B testing initiatives implement variations and evaluate test results with internal partners.

• Maintain SEO fundamentals: metadata structured data sitemapsrobotsdirectives Core Web Vitals monitoring and Search Console oversight.

3. Platform & Vendor Management

• Serve as the primary administrator for Engaging Networks configuring donation and advocacy forms managing integrationsvalidatingtracking and ensuring data integrity.

• Provide configuration oversight and support for Donor Drive Double the Donation/360MatchPro Quorum and related platforms.

• Consult onRFP development technical scoping and vendor evaluations.

• Coordinate Statements of Work SLAs execution timelines deliverables and monthly performance reviews with vendors.

• Researchcost-effective scalable tools to enhance monitoring hosting publishing efficiency or digital engagement.

4. Infrastructure Hosting & Security

• Manage hosting accounts DNS recordsCloudflareCDN/WAF services SSL/TLS lifecycle and uptime monitoring for all web properties.

• Maintain backup and restoration processes aligned with RTO/RPO targets;participatein periodic backup tests and DR exercises.

• Support vulnerability remediation and coordinate access reviews patching and security hardening across digital platforms.

5. Change Management Documentation & User Support

• Operate a structured intake process for web requests with clear SLAs triage workflows and transparent communication.

• Maintain a searchable knowledge base user guides release notes and quick reference materials.

• Provide internal training for content publishers platform users and cross team partners.

• Communicate scheduled downtime platform updates and new feature rollouts clearly and proactively.

QUALIFICATIONS

• 45 years of experience in web operations digital analytics web production or CMS administration.

• Stronghands-onexperience with WordPress; familiaritywithDrupal andWix or no code tools helpful.

• Proficiencyin HTML CSS JavaScript; basic comfort with PHP or modern frontend tooling is a plus.

• Experience administering fundraising/advocacy platforms (e.g. Engaging Networks Donor Drive Classy Every Action).

• Understanding ofonline fundraising workflows and donor experience best practices.

• Experience troubleshooting integrations between web platforms CRMs and email systems.

• Working knowledge of WCAG 2.1 AA SEO fundamentals and performance optimization.

• Demonstrated ability to manage multiple projects prioritize incoming requests document work and communicate clearly across technical and nontechnical audiences.

• Experience with CMS or platform migrationsstronglyvalued.

You May Be a Good Fit If

• You balance speed with operational disciplineexecuting content updates quickly whilemaintaininghigh quality.

• You use data and insights to guide decisions and improve user experiences.

• You enjoy supporting cross functional teams and translating business needs into actionable digital solutions.

• You stay curious about changes in SEO AI user behavior and digital engagement trends.

• Yourecomfortable navigating a hybrid operations/technical role within a mission driven nonprofit environment.