Digital Experience Manager

The Digital Experience Manager is a key member of the Wheeling Park Commission’s Commercial Strategy team, responsible for leading the implementation, integration, and optimization of digital platforms that support revenue generation, guest experience, and operational efficiency. This role manages Oglebay’s website infrastructure, oversees a growing ecosystem of guest-facing technologies, and ensures that digital touchpoints function seamlessly and cohesively.

Working closely with other Commercial Strategy team members, this role champions best-in-class user experiences across platforms, ensures technology partners are effectively managed, and supports the development of digital tools that align with Oglebay’s mission, brand identity, and business goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Website & Digital Infrastructure

• Serve as the primary point of contact for Oglebay’s website, overseeing functionality, content updates, UI/UX, accessibility, and technical performance.
• Manage relationships with third-party providers for website hosting, maintenance, and development.
• Work in partnership with the Commercial Services Manager to ensure the website and digital experiences reflect current marketing campaigns, promotions, and seasonal events.
• Lead continuous website optimization efforts including SEO/SEM, A/B testing, and mobile responsiveness.

Digital Platform Integration & Management

• Oversee and commercialize all digital products and platforms across the Wheeling Park Commission ecosystem, including but not limited to:
• • Revinate (CRM, guest communication)
  • Zingle (text-based customer engagement)
  • Agilysys (PMS, POS, inventory, and ordering)
  • Versa (scheduling or resource management)
  • Shift4 (payments and ecommerce)
  • GiveX (gift card and loyalty programs)
  • Squary by Cognistx (digital concierge chat bot)
  • 22Mile (digital property mapping)
  • Trumba (event management software)
  • Monday.com (project management ticketing system)
• Ensure these systems are integrated effectively into the guest journey and optimized to support revenue growth.

Digital Performance Oversight

• Monitor key platform health indicators such as system uptime, load speed, form performance, and ecommerce functionality.
• Coordinate closely with vendors and internal stakeholders to resolve issues, implement improvements, and optimize digital workflows.
• Maintain documentation of digital tools, integrations, and processes to ensure continuity and cross-training within the team.
• Translate insights into actionable strategies to improve digital performance across all platforms.

Strategy & Collaboration:

• Digital Performance Oversight
• Monitor key platform health indicators such as system uptime, load speed, form performance, and ecommerce functionality.
• Coordinate closely with vendors and internal stakeholders to resolve issues, implement improvements, and optimize digital workflows.
• Maintain documentation of digital tools, integrations, and processes to ensure continuity and cross-training within the team.

Customer Experience & Ecommerce:

• Serve as a champion for intuitive and frictionless digital guest experiences — from mobile booking to gift card redemption and ecommerce transactions.
• Identify and evaluate emerging technologies to improve digital service delivery and conversion paths.
• Support the implementation of new digital tools or pilots (e.g., custom mobile app, digital loyalty programs) that elevate guest engagement and operational excellence.

Driving Operational Excellence:

• Identify gaps and anticipate evolving business needs, recommending new technologies—such as a potential Oglebay app or customer rewards program—and be prepared to lead these initiatives to enhance operational excellence.
  • Complete appropriate trainings listed on the human resources Training Matrix.
  • Adhere to Wheeling Park Commission’s safety rules and policy; refer any and all safety concerns to department manager, safety committee or human resources.
  • Interact with the public with a cheerful and positive attitude, solve guest problems and complaints in a proper manner, and maintain harmonious working relationships with fellow employees.

COMPENTENCIES:

• Experience in hospitality, resort, or destination marketing environments.
• Familiarity with digital platforms such as Revinate, Agilysys, Zingle, or similar.
• Working knowledge of CRM, SMS, and automated guest communications.
• Experience managing omni-channel or cross-functional digital projects.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

EDUCATION and/or EXPERIENCE

Fourth year college or university program certificate; or five to seven years related experience and/or training; or equivalent combination of education and experience.