Assistant Director, Content & Digital Services

Position Summary

The Assistant Director of Content & Digital Services leads the City's newly established Content & Digital Services Team within the Department of Innovation & Technology. Reporting to the Director of 311 & Resident Experience, this position is responsible for developing the City's strategy for digital content and resident-facing web experiences while building a high-performing team that delivers clear, accessible, and user-centered information.

The Assistant Director provides strategic leadership for the City's website, employee hub (intranet), and other digital communication channels by establishing content governance, managing cross-departmental partnerships, and driving continuous improvement. This position serves as the City's leader for digital content strategy, ensuring residents and employees can easily find, understand, and use information and services.

• Lead and manage the Content & Digital Services Team, fostering a collaborative, innovative, and service-oriented culture.
  
• Supervise, coach, and develop a multidisciplinary team of content, design, and digital professionals while managing future staffing and contractor resources.
• Establish the vision, priorities, operating procedures, and performance standards for the team.
• Develop and implement organization-wide content strategy, governance, editorial standards, and publishing processes for the City's website, employee hub, and other digital platforms.
• Ensure digital content is accurate, accessible, user-focused, and aligned with City priorities and resident needs.
• Lead cross-functional digital initiatives from planning through implementation, coordinating with departments across the organization.
• Build strong working relationships with City departments and serve as the primary point of contact for digital content strategy and governance.
• Develop sustainable processes for departments to create, review, publish, and maintain digital content.
• Partner with Mayor’s Office of Communications, Information Technology Services, and departmental leadership to improve digital service delivery and resident experience.
• Monitor website performance, accessibility, usability, and content quality using analytics, user feedback, and industry best practices to drive continuous improvement.
• Manage multiple projects simultaneously while balancing competing priorities and organizational objectives.
• Prepare reports, recommendations, and presentations for executive leadership on digital initiatives and performance.
• Perform other duties as assigned.

• Bachelor's degree in Communications, Journalism, Public Administration, Marketing, User Experience, Information Science, or a related field.
  
• Five (5) years of progressively responsible experience in digital communications, web content strategy, digital services, or a related field.
• Three (3) years of supervisory or management experience.
• Demonstrated experience leading complex projects involving multiple stakeholders.
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational, analytical, and project management skills.
• Ability to develop processes, establish standards, and manage organizational change.

• Experience working in local government or another complex public-sector organization.
  
• Experience managing enterprise websites, intranets, or digital service platforms.
• Knowledge of web accessibility standards (WCAG), plain language principles, content governance, and user-centered design.
• Experience with content management systems, digital analytics, and project management methodologies.

• Exceptional writing, editing, and communication skills.
  
• Strong leadership and team-building abilities.
• Excellent project management and organizational skills.
• Emotional intelligence, sound judgment, and the ability to build trust across diverse stakeholders.
• Strategic thinking with a strong focus on execution and results.
• Ability to influence without direct authority and navigate complex organizational environments.
• Commitment to continuous improvement and delivering exceptional resident experiences.

The City's guiding principles are as follows: Placing Clevelanders at the Center, Empowering Employees to Do Purposeful Work, Defining Clear and Pragmatic Objectives, Leading with Trust and Transparency, Striving for Equity in All We Do, and Embracing Change. All City employees are responsible for embracing and carrying out these principles in all that they do.