Director, Web Services

Requisition Number

94503BR

Supervisory Organization

YSM Office of Communications - Web Services

University Job Title

Software Engineering Manager

Bargaining Unit

None - Not included in the union (Yale Union Group)

Time Type

Full time

Duration Type

Regular

Compensation Grade

Administration & Operations

Compensation Grade Profile

Manager; Program Leader (M6)

Wage Ranges

Click here to see our Wage Ranges

Searchable Job Family

Communications/Editing/Teaching, Computing and Information Systems

Total # of hours to be worked:

37.5

Work Days/Hours (Other than Standard)

Must be willing and able to work occasional off-hours on nights and weekends, as deadlines, special events or crises occur.

Work Week

Standard (M-F equal number of hours per day)

Work Location

Central Campus

Worksite Address

50 Division Street New Haven, CT 06511

Work Model

Hybrid

Position Focus:

The Director, Web Services will use experience and knowledge of help desk management, web publishing, usability, analytics, user testing, data, customer service, and relationship management to help execute the output, details, strategy, and support of web projects for the school of medicine. This role is critical for enhancing YSM’s reputation and awareness among the public, peer institutions, media, patients, internal community, and donors. In addition, this position will support the Office of Communications in serving YSM faculty and staff, collaborating with the community to achieve their web-related goals in a professional, accessible, and user-friendly manner.

The position has responsibility for the school's 600+ websites and leads a cohort of web professionals focused on enhancing web and digital communications at YSM. This involves assessing client goals, applying expertise in usability, accessibility, and content layout to publish content, establishing metrics to determine success, and providing ongoing refinement and support. In conjunction with other team members, this position is responsible for publishing all static web content at YSM. By combining independent thinking with team consultation, this position is crucial for elevating the school’s web and digital communications, offering expertise on how best to publish and support content.

This position will help design and implement industry-leading practices for usability and content to best represent the school and will make recommendations for website and system improvements to the product management team. Additionally, it will assess the effectiveness of the support systems and materials clients use to publish information through the school’s dynamic content management system (Beatrix), researching, suggesting, and implementing improvements as appropriate.

In addition, this position works to improve the team’s offerings and their capability to efficiently complete projects and requests. This includes creating protocols for handling repeat help tickets, utilizing service desk features and other tools like AI to streamline responses and request completions, and ensuring SLAs are set and met to maintain client satisfaction.

Primary responsibilities include, but are not limited to:

Maintains daily interactions with faculty, staff, and other clients and stakeholders across YSM, with support from the Web Communications and Service Specialists cohort, manages YSM Web Services.

For YSM web, system, and data projects, the Web Services Lead is responsible for leading analysis, recommendations, implementation, testing, training, and support that will be implemented across YSM’s communications systems.

Manages the help desk and support queue. Stays abreast of the latest technology and best practices, researches and recommends new products to help the cohort better interface with clients, and manages tasks to facilitate transparency. Create and lead a client communication and support program. Designs, plans, communicates and executes training plans for optimal results.

Observes end user issues during web publishing and client interaction and develops user testing programs to recommend product improvements to the Director of Product Development. These improvements will range in complexity to user interfaces to create better clarity for clients. The position will have a deep understanding of client usage and all web systems within the school’s ecosystem.

Independently reviews existing technological capabilities, workflows, and time constraints to determine if requests are possible with existing resources. Where they are not, investigates what changes or new systems could be implemented to meet the needs of the end user. Provides solutions and recommends improvement opportunities to the Product Lead.

The Principal Responsibilities below are generic in nature. Please refer to the Position Focus for the most accurate position description.

Essential Duties

Manages a team of software engineers that architect and design enterprise software products and operating systems. Writes product requirement documents, implements and tracks development timelines, and negotiates feature sets with the development leads and product teams. Familiar with a variety of the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of tasks. Leads and directs the work of others. A wide degree of creativity and latitude is expected. Typically reports to a head of a unit/department.

Required Education and Experience

Requires a bachelor's degree in a related area and at least 7 years of experience in software development.

Required Skill/Ability 1:

Superior oral and written communication skills. Proven ability to communicate compelling and concise analysis to team members, leadership, and end users. Capable of providing translational support to internal teams and end users on system upgrades and usability.

Required Skill/Ability 2:

Demonstrated ability to work collaboratively in an open, friendly manner. Must be organized, detail-oriented, resourceful, with stellar interpersonal and problem-solving skills. Proven interest in service-oriented work.

Required Skill/Ability 3:

Proven ability to exercise independent judgment, completing tasks with minimal supervision. Capable of identifying and solving complex problems involving multiple stakeholders. Experience managing daily deadlines and long-term projects. Able to prioritize assignments and deliver against defined metrics and KPIs.

Required Skill/Ability 4:

Deep understanding of data and analytics for web communications, mobile, and social platforms, including UI, UX, content tagging, and the vended medical taxonomy, downstream impact of internal algorithms. Deep understanding of web structure, web best practices, web usability, and fluency with online technology, specifically web content management systems.

Required Skill/Ability 5:

High-level understanding of complex technical concepts and multiple development processes. Experience with digital publishing, analytics, and content management systems. Proficient with relevant software applications such as Microsoft Office Suite. Willingness to use collaboration software and self-motivate in an office or work-from-home environment.

Preferred Education, Experience and Skills:

Extensive experience in a customer service-focused role,

Preexisting familiarity with WCAG2.0 Accessibility Guidelines

Expertise in multiple content management systems, web user interface (UI) and user experience (UX), metadata, and have a thorough understanding of taxonomies and downstream impact of internal algorithms.

Experience with hands-on end-user support.

Weekend Hours Required?

Occasional

Evening Hours Required?

Occasional

Drug Screen

No

Health Screening

No

Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.

Posting Disclaimer

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.

EEO Statement:

The University is committed to basing judgments concerning the admission, education, and employment of individuals upon their qualifications and abilities and seeks to attract to its faculty, staff, and student body qualified persons from a broad range of backgrounds and perspectives. In accordance with this policy and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.

Inquiries concerning Yale’s Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).

Note

Yale University is a tobacco-free campus