Website Operations Lead

Part-Time to Start | 90-Day Contractor Trial | Opportunity for Growth

We Need an Owner, Not Just a Developer

This is not a typical web developer position.

We are not looking for someone who simply completes assigned tickets and moves on. We need a technically capable, highly responsible person who will take ownership of the health and functionality of our clients’ websites.

We are looking for someone who naturally thinks:
“I will investigate this, figure out what needs to happen, and make sure it is fully resolved.”
If that sounds like you, please keep reading.

About Us
We are an established digital marketing and website management agency specializing in independent lodging businesses, including boutique hotels, inns, bed and breakfasts, lodges, and vacation rentals throughout the United States.
We are a small, collaborative remote team. Several members of our team have worked with us for many years. We value initiative, communication, reliability, kindness, and people who genuinely care about doing good work.
We do not believe in micromanaging capable people. We give our tea ---------- mbers room to grow, make decisions, and take ownership of their responsibilities.

Why This Position Exists
We do not simply need another developer.
We need someone who wakes up thinking:
“Are all our client websites healthy and functioning properly?”

Our clients depend on their websites to generate reservations, inquiries, wedding leads, gift certificate sales, and revenue. A website that looks fine but has a broken form, booking link, integration, or tracking system is not functioning properly.
You will be responsible for making sure website issues are investigated, assigned, repaired, tested, documented, and fully resolved.

Sometimes you will fix the issue yourself.
Sometimes you will assign or coordinate work with another developer or platform specialist.
Either way, you will remain responsible for the final outcome.

Websites and Platforms
Our client websites operate on several platforms, including:
• WordPress
• Shopify
• SilverStripe
• ThinkWeb
• Proprietary hospitality website platforms
• Custom and legacy website systems

You do not need to be an expert developer in every platform.
You do need to be technically curious, resourceful, comfortable learning unfamiliar systems, and willing to dig into a problem rather than immediately declaring that it belongs to someone else.

Primary Responsibility
Your primary responsibility will be:
To ensure that every website under our management is functional, monitored, maintained, tested, documented, and properly supported.

What You Will Do

Website Monitoring and Maintenance
• Monitor client websites for uptime, visible errors, security concerns, SSL problems, broken links, and other technical issues.
• Ensure website platforms, plugins, themes, and software are updated safely.
• Confirm that website backups are running and can be accessed when needed.
• Monitor hosting accounts, domains, DNS configurations, and related website services.
• Identify outdated software, unsupported integrations, and potential technical risks.
• Maintain an organized schedule for recurring website maintenance and audits.

Form and Functionality Testing
• Test contact, inquiry, wedding, event, newsletter, reservation, and other lead-generating forms.
• Confirm that submissions are delivered successfully to the correct recipients.
• Troubleshoot SMTP, email delivery, notification, routing, and spam-filtering problems.
• Test booking links, phone links, email links, calls to action, redirects, and confirmation messages.
• Verify that important website functions work correctly on desktop and mobile devices.
• Establish a recurring testing schedule so problems are discovered before clients report them.

Technical Troubleshooting
• Investigate reported website issues and determine their likely cause.
• Reproduce problems before assigning or attempting repairs.
• Resolve routine issues involving website platforms, plugins, themes, hosting, DNS, forms, email delivery, analytics, tracking, and integrations.
• Research unfamiliar platforms and technical systems.
• Determine what can be resolved internally and what requires a specialist.
• Continue following each issue until the repair is completed and independently verified.

Quality Assurance
• Review website maintenance and development work before tasks are closed.
• Confirm that completed work functions correctly and matches the original request.
• Check whether a change may have affected other website functions.
• Review new pages and website updates for links, forms, layout problems, mobile responsiveness, and basic usability.
• Require revisions when work does not pass QA.
• Never assume that a task is complete simply because someone says it is complete.

Workflow and Team Coordination
• Manage and prioritize the technical website task queue.
• Write clear and complete technical assignments.
• Coordinate work with internal developers, contractors, and outside platform specialists.
• Follow up on questions, deadlines, incomplete work, and unresolved issues.
• Hold the technical team accountable for documentation, testing, and final results.
• Improve our website maintenance, monitoring, QA, and development processes.
• Escalate issues to the agency owner only when they require a major budget, client, or business decision.

Documentation
• Maintain accurate technical records for each website.
• Document hosting, DNS, domains, website platforms, themes, plugins, integrations, forms, analytics, custom code, and unusual configurations.
• Record troubleshooting steps and completed repairs.
• Create and improve technical standard operating procedures.
• Maintain QA and website audit checklists.
• Ensure another qualified tea ---------- mber could understand and support each website using the available documentation.

Communication
• Provide clear and concise updates about problems, progress, risks, and completed work.
• Explain technical issues in language that nontechnical tea ---------- mbers can understand.
• Ask thoughtful questions when a request or issue is unclear.
• Communicate proactively when a deadline, platform limitation, or technical risk may affect the outcome.
• Focus on resolving problems rather than assigning blame.

Skills and Experience
Strong experience in several of the following areas is preferred:
• Website operations or technical support
• Managing multiple client websites
• WordPress
• Shopify
• SilverStripe or other content management systems
• Website hosting and control panels
• Cloudflare
• Domain and DNS management
• SSL certificates
• Website backups and security
• Contact forms and SMTP
• Transactional email delivery
• HTML and CSS
• PHP and basic JavaScript
• Website migrations
• Plugin, theme, and platform updates
• Google Analytics 4
• Google Tag Manager
• Google Search Console
• Website uptime and performance monitoring
• Mobile and cross-browser testing
• Third-party integrations and APIs
• ClickUp or similar project management systems

You are not expected to know everything. We care deeply about your ability to research, troubleshoot, learn, communicate, and take responsibility.

You May Be a Great Fit If You:
• Enjoy troubleshooting and solving technical puzzles.
• Are naturally thorough and organized.
• Notice details that other people miss.
• Are comfortable taking responsibility for an issue from beginning to end.
• Test the actual client-facing result before closing a task.
• Communicate clearly and consistently.
• Work well independently without constant reminders.
• Are willing to investigate unfamiliar platforms.
• Can prioritize several competing website issues.
• Know when to solve a problem yourself and when to involve a specialist.
• Focus on solutions instead of blame.
• Want a stable, long-term role with a supportive company.

This Position Is Probably Not a Good Fit If You:
• Only want to write code.
• Need every task broken into detailed step-by-step instructions.
• Prefer to work only on one website platform.
• Avoid investigating unfamiliar systems.
• Complete your assigned portion without checking the final outcome.
• Wait for someone else to follow up.
• Close tasks without testing the work.
• Point out who caused a problem without helping resolve it.
• Are primarily looking for several short-term freelance projects.

Schedule and Working Arrangement
• This is a fully remote position.
• The position will begin at approximately 15 hours per week.
• The first 90 days will be structured as a paid contractor trial period.
• In the United States, Colorado business hours are required.
• The weekly schedule and expected availability will be agreed upon before starting.
• During the first 30-day trial, you will begin with responsibility for a selected group of websites rather than our entire portfolio.

Opportunity After the 90-Day Trial
During the 90-day period, we will review:
• Technical ability
• Troubleshooting and problem-solving
• Reliability and responsiveness
• Quality assurance
• Communication
• Initiative
• Documentation
• Ability to manage issues through final resolution
• Fit with our team and company culture

For the right person, our intention is to:
• Increase the number of weekly hours
• Increase compensation based on performance and responsibility
• Transition the position from contractor status to a long-term employee role
• Expand ownership of website operations, monitoring, QA, technical workflow, and team coordination

We are looking for someone who wants to build a long-term career with our company, not simply complete a temporary project.

Paid Trial Project
Final candidates may be invited to complete a paid practical trial.
The trial may involve:
• Auditing several websites
• Testing forms and verifying email delivery
• Investigating a reported technical issue
• Reviewing completed development work
• Prioritizing a list of website concerns
• Documenting findings and recommendations
• Explaining what you would fix directly and what requires a specialist
We will evaluate technical knowledge, but we will be equally focused on ownership, judgment, curiosity, communication, organization, and follow-through.

How to Apply
Begin your application with the words:
“I take ownership.”

Applications that do not include this phrase may not be reviewed.
Please answer the following questions:
1. Tell us briefly about yourself and your website operations or technical support experience.
2. Approximately how many websites have you managed or supported at the same time?
3. Which website platforms and technical systems do you know best?
4. Tell us about a difficult website problem you investigated and resolved.
5. Describe a time you discovered a technical issue before the client or customer reported it.
6. Tell us about a time you had to learn an unfamiliar platform, integration, or technical system.
7. How do you verify that a website contact form is working correctly?
8. How do you approach a task that has unclear or incomplete instructions?
9. What does “taking ownership” mean to you in a technical role?
10. What is your current availability?
11. What is your desired hourly rate for the initial 90-day contractor period?
12. Are you interested in transitioning into a longer-term employee role with increased hours after a successful trial?

Please also respond to the following scenario:
You discover that a contact form on a client’s website appears to submit successfully, but the client has not received any inquiries for several weeks. Walk us through exactly what you would do from the ---------- nt you discover the problem through final resolution, client communication, documentation, and future prevention.

We look forward to hearing from you.