Mgr, Sitecore CMS Publisher

The Web Publishing Manager is part of the Web Publishing team, which is responsible for the efficient, timely, and error-free publishing of all public-facing web content on behalf of the entire enterprise. The Web Publishing Manager is responsible for managing a team of Web Publishing Specialists that publish a wide array of digital content (web, mobile, XML, etc.) to all TIAA and Nuveen public web properties, working fluidly between multiple content management systems, and multiple digital workflow platforms to manage and fulfill requests.


Key Responsibilities and Duties

• Manage a team of Web Publishing Specialists that is responsible for publishing content on behalf of all enterprise LOBs using the CMS platforms Adode Experience Manager (AEM) and Sitecore
• Manage the queue of work requests using Adobe Workfront and SharePoint, and assign requests to publishers in a way that balances workloads, meets SLAs, and leverages differing skillsets and strengths of each publisher
• Coordinate and manage the hiring, onboarding and training of all new FTE and CW publishers
• Support the ongoing design and implementation of workflow processes that increase speed-to-market and improve SLAs
• Partner with the Web Production Support team as the Web Publishing Team’s initial point of contact for troubleshooting contribution issues, communicating outages and elevating larger production issues
• Maintain and update the Web Publishing Team SOPs annually or as needed
• Maintain the team’s SharePoint site, which includes a Production Defect queue, all relevant team information such as time off and availability, publishing best practices, and SLAs
• Communicate frequently with internal marketing partners to set expectations on SLAs, bandwidth, current workloads, and most importantly, offer guidance on how to most effectively partner with the team to maximize the speed and efficiency of publishing requests
• Communicate frequently with internal clients from across lines of business and support areas to create desired web experiences and troubleshoot issues as needed
• Manage multiple projects, multiple internal clients and multiple workflow environments simultaneously
• Develop expertise in the user interfaces of all our web publishing systems, the different environments of each, what work is done in which environments, and how they interact
• Maintain familiarity with IT Release calendar and associated outages and upgrades in order to communicate system availability to internal clients
• Support the QA and testing of new templates, template changes and new functional elements released by IT Development partners
• Proactively expand knowledge of all contribution environments, asset types and usage, component functionality, site map & navigation, and enhancements to contribution environments as they are released, and be able to cover for any publisher as needed
• Work quickly, efficiently and accurately in a fast-paced environment, juggling multiple requests simultaneously that may be in different stages of workflow
• Articulate to non-technical clients what our CMS does, and does not support, and provide suitable alternatives for non-CMS-supported requests
• Build strong working relationship with partners in all areas of the enterprise, including Marketing, Product, Operations, Relationship Management, UX, IT and others

Minimum Qualifications

• At least five years of experience working in a web content management system (CMS), including familiarity with template concepts and usage, the range of asset types involved in creating web pages, workflow, and general asset administration
• Basic understanding of HTML, XML, CSS, and JavaScript
• Base knowledge of digital marketing concepts
• Able to prioritize and manage multiple tasks simultaneously
• Meticulous attention to detail, with demonstrated ability for accuracy and thoroughness
• Familiarity with Adobe AEM, Sitecore, Adobe Workfront, analytics tools and publishing A/B tests and personalized experiences preferred

Educational Requirements

• University (Degree) Preferred

Work Experience

• 3+ Years Required; 5+ Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level
7IC