Digital Operations Specialist

ABOUT SHATTERPROOF

Shatterproof is a national nonprofit working toward a world where addiction never defines or ends a life. Through evidence-based programs, advocacy, and public education, Shatterproof works to transform systems for tomorrow, support families today, and end stigma forever. Learn more at  shatterproof.org .  

WHO SUCCEEDS AT SHATTERPROOF 

Shatterproof is in a period of transformative and rapid growth. We are building new systems, reimagining how work gets done, and creating more cross-functional alignment to accelerate our mission. To thrive here, you should be energized by building, not just maintaining — and excited to bring structure, clarity, and innovation to evolving spaces. 

We’re looking for team members who: 

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

• Take ownership and act with a builder’s mindset, bringing forward solutions rather than waiting for direction. 

• Influence and collaborate across teams, shaping work through strong communication and 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 mark on 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 data driven decision making. It ensures that our public facing digital properties—especially Shatterproof.org—are secure, accessible, high performing, and aligned with the needs of Marketing, Fundraising, and Programs. 

A key responsibility of this position is responsive, high-quality content publishing. The Specialist will manage updates across the primary website and microsites; maintain templates 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 tools—including Engaging Networks—ensuring configurations, integrations, and data flows operate smoothly. 

In addition to ongoing operations, this role will support Shatterproof’s upcoming new WordPress website launch. This includes contributing to content preparation, assisting with user journey and IA evaluation, validating templates, coordinating with vendor partners, and helping ensure a smooth transition without disrupting daily publishing needs. While the migration is a significant near-term project, Shatterproof.org’s long-term stability and daily operational excellence remain the core focus of the role. 

This position is deeply collaborative. The Specialist will work closely with IT, Marketing, and Fundraising; translate business requirements into technical execution; and balance rapid response work with structured processes such as QA, change management, and documentation. The ideal candidate brings a mix of hands-on CMS 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 

• Execute timely content updates across Shatterproof.org, campaign pages, blogs, microsites, and landing pages to support Marketing, Fundraising, and Programs. 

• Maintain CMS platforms (WordPress, Drupal and occasional Wix sites), applying updates, patches, and configuration changes with appropriate QA and communication. 

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

• Troubleshoot site issues and monitor performance, using analytics and performance tools to identify root 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 or maintain content. 

2. Analytics & Digital Optimization 

• Configure GA4 measurement, maintain tagging conventions, and oversee data quality across sites and engagement platforms. 

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

• Build or maintain dashboards (Looker Studio or equivalent) that provide actionable insights to internal teams. 

• Identify operational 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, sitemaps, robots directives, 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 integrations, validating tracking, and ensuring data integrity. 

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

• Consult on RFP development, technical scoping, and vendor evaluations. 

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

• Research cost-effective, scalable tools to enhance monitoring, hosting, publishing efficiency, or digital engagement. 

4. Infrastructure, Hosting & Security 

• Manage hosting accounts, DNS records, Cloudflare CDN/WAF services, SSL/TLS lifecycle, and uptime monitoring for all web properties. 

• Maintain backup and restoration processes aligned with RTO/RPO targets; participate in 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

• 4–5+ years of experience in web operations, digital analytics, web production, or CMS administration. 

• Strong hands-on experience with WordPress; familiarity with Drupal and Wix or no code tools helpful. 

• Proficiency in 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 of online 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 migrations strongly valued. 

You May Be a Good Fit If… 

• You balance speed with operational discipline—executing content updates quickly while maintaining high 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. 

• You’re comfortable navigating a hybrid operations/technical role within a mission driven nonprofit environment.