Director, Web Experience & Operations

Job Description

Job Description

Summary

The IIA’s digital presence is the front door to a global profession, and for millions of internal auditors worldwide, it’s where trust in the IIA is built, every day. TheIIA.org and its network of web properties are mission-critical assets, connecting members, customers, and stakeholders to the credentials, resources, and community that define the profession.

The Director of Web Experience & Operations is the strategic owner of that digital footprint. This role is accountable for website performance, user experience, SEO, CMS governance, and analytics, with the organizational mandate and cross-functional partnerships to continuously evolve what’s possible. This leader does not just maintain the web; they drive engagement, conversion, and revenue growth by delivering digital experiences that work for every audience, across every touchpoint.

The right leader will see this not as a technical operations role, but as a strategic growth opportunity, bringing data-driven instincts, a passion for user experience, and the credibility to influence across Marketing, Technology, and Business Unit leadership. If you are energized by building digital ecosystems that perform and by translating organizational strategy into seamless online experiences, this role was designed for you.

ESSENTIAL DUTIES AND RESPONSIBILITIESDigital Strategy & Website Ownership

• Own TheIIA.org and related web properties, ensuring they meet business goals, performance KPIs, and UX standards that reflect the IIA’s global stature.
• Lead UX design and conversion optimization initiatives; build and manage A/B and multivariate testing programs that continuously sharpen performance.
• Develop and execute SEO and GEO strategy to grow organic search visibility and drive qualified traffic from the audiences the IIA serves.
• Partner with Marketing and Business Unit leaders to implement personalization and audience segmentation strategies that make every visit feel relevant.

Web Operations & CMS Governance

• Serve as the product owner for the CMS, overseeing system functionality, the code repository, vendor relationships, customizations, integrations, documentation, and training.
• Govern web content processes end-to-end, ensuring accuracy, timeliness, and brand alignment across all IIA digital properties.
• Partner with IT and PMO to plan and execute backend functionality, site enhancements, frontend design, and the launch of new digital tools and products.

Analytics, Reporting & Optimization

• Own web analytics and reporting, including GA4, Looker Studio dashboards, data warehouse integrations, uptime monitoring, and performance tracking.
• Deliver insightful, actionable dashboards in collaboration with BI teams that optimize campaigns, lead capture, member engagement, and revenue performance.
• Manage ad serving and advertiser reporting, ensuring accuracy, transparency, and clear ROI visibility for advertising partners.

Cross-Functional Leadership

• Partner with stakeholders across Marketing, Technology, and Business Units to launch and optimize web experiences that drive revenue, member acquisition, and engagement.
• Lead continuous improvement cycles across the IIA’s digital ecosystem, grounded in data, user feedback, and emerging best practices.
• Represent the web function as a strategic business partner, communicating clearly with senior leaders and translating technical realities into organizational decisions.

Team Leadership

• Directly supervise and develop a three-person web team, fostering a culture of high performance, innovation, accountability, and continuous learning.
• Invest in the team’s growth, managing performance, expanding capabilities, and ensuring the team stays ahead of digital marketing and web technology trends.
• Build a team environment where creativity is encouraged, problems are solved collaboratively, and every team member understands how their work connects to the IIA’s mission.

CORE COMPETENCIESEducation & Experience

• 10+ years of experience, including 7+ years in digital and web marketing leadership. Equivalent experience and non-linear career paths are welcomed.
• Proven track record in web operations, UX design, SEO, web accessibility, content governance, and conversion rate optimization.
• Hands-on experience with CMS platforms (Optimizely a plus), frontend technologies (HTML, CSS, JavaScript, React, Angular), API and CRM integrations, and version control (Git/SVN).
• Proficiency with backend languages (PHP, Go, .NET, Python, or equivalent), data management (SQL, YAML, JSON), and static site generators (Hugo, Jekyll, Next.js or equivalent).
• Strong foundation in Agile/Scrum methodologies and managing web projects in a fast-paced, cross-functional environment.
• Bachelor’s degree in Digital Media , Computer Science, or a related field; Master’s preferred.

Strategic Leadership

• Translates organizational priorities into clear, measurable digital strategies with accountability for outcomes.
• Comfortable leading complex, multi-stakeholder initiatives from concept through execution, including platform migrations, personalization programs, and new product launches.
• Balances long-term vision with hands-on execution and brings others along in the process.

Digital Expertise & User Focus

• Deeply curious about user behavior and motivated by building digital experiences that genuinely serve the audiences the IIA is built for.
• Uses data, testing, and qualitative feedback to continuously refine the web experience and drive measurable improvement.
• Understands the full digital ecosystem, from infrastructure and development to UX, content strategy, and performance marketing.

Analytical Thinking

• Comfortable with data and uses it to set direction, measure impact, and prioritize the team’s work with confidence.
• Expertise in Google Analytics (GA4), web dashboards, data visualization, and campaign performance reporting.
• Applies digital marketing economics and web performance metrics without losing sight of the human experience behind the numbers.

Communication & Influence

• Communicates technical complexity clearly and persuasively to a wide range of audiences, from developers to senior executives.
• Builds trusted relationships across functions and brings stakeholders along through ambiguity and change.
• Skilled in managing budgets, vendors, and agency relationships with transparency and accountability.

People Leadership

• Leads with empathy and accountability, creating a team culture where people are challenged, supported, and doing their best work.
• Invests in developing talent and building the capabilities the team needs to stay ahead in a fast-moving digital landscape.
• Holds the team to a high standard of quality and delivery while fostering a collaborative, growth-oriented environment.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

This position will require work in our Headquarters office in Lake Mary, FL 40% of the time.