[Hiring] Manager, Digital Experience & Web Operations @Cardinal Health

Role Description

As the day-to-day business owner of our website and customer portals, this role is responsible for delivering intuitive, customer-centric experiences that enable customers to find information, manage orders, track status, and complete key self-service activities online.

• Partnering across Product, Marketing, Operations, UX, Analytics, and Technology teams.
• Leverage content strategy, SEO/AEO, analytics, and customer insights to continuously improve digital experiences and business outcomes.
• Accountable for increasing digital adoption, reducing customer friction and service contacts, and ensuring customers can successfully achieve their goals online.

Responsibilities

• Manage website content, navigation, information architecture, and site structure to ensure an intuitive, accurate, and customer-centric experience.
• Proactively identify and implement opportunities to improve website content, customer communications, promotional banners, landing pages, and self-service experiences.
• Enhance customer journeys to ensure customers can efficiently find the information they need, manage orders, reorder products, track order status, manage account information, and complete common service requests through self-service capabilities.
• Optimize site for multiple customer types - patients, caregivers, clinicians, payors.
• Partner with the Marketing and Communication teams to support lead generation, referral, intake, acquisition, retention, and engagement initiatives across the customer lifecycle.
• Collaborate with the Operations, Customer Service, and Revenue Cycle Management teams to identify customer pain points and implement digital solutions that improve satisfaction and operational efficiency.
• Be the voice of internal and external customers to ensure all campaigns, content, and initiatives meet needs and create an industry-leading customer experience.
• Develop and execute SEO and AEO strategies to improve search visibility, discoverability, organic traffic, and engagement.
• Manage and optimize website analytics, tagging, consent, and compliance technologies, including Google Analytics, Google Tag Manager, Freshpaint, Osano, and related platforms.
• Analyze website performance, customer behavior, conversion funnels, search performance, and self-service adoption metrics to deliver actionable insights and recommendations.
• Partner with legal, privacy, and compliance stakeholders to ensure all solutions meet regulatory standards (HIPAA, ADA, etc.).

Qualifications

• 7+ years of experience managing enterprise websites, ecommerce platforms, customer portals, or digital customer experiences preferred.
• Bachelor's degree in related field, or equivalent work experience, preferred.
• Experience working with Salesforce Commerce Cloud or comparable digital experience and ecommerce platforms preferred.
• Strong familiarity with web analytics tools (GA4, Google Tag Manager, Adobe Analytics, Mouseflow) and other digital performance measurement frameworks.
• Proven success developing and executing SEO strategies and a strong understanding of emerging AEO best practices.
• Demonstrated ability to leverage customer insights, analytics, and optimization techniques to drive measurable business outcomes.
• Excellent communication skills and comfort working across technical and non-technical teams.
• Defined experience with consent, privacy, and compliance technologies such as Osano, Freshpaint, or similar platforms.
• Experience in healthcare or adjacent regulated industries strongly preferred.

Requirements

• Manages department operations and supervises professional employees, front line supervisors and/or business support staff.
• Participates in the development of policies and procedures to achieve specific goals.
• Ensures employees operate within guidelines.
• Decisions have a short term impact on work processes, outcomes and customers.
• Interacts with subordinates, peers, customers, and suppliers at various management levels; may interact with senior management.
• Interactions normally involve resolution of issues related to operations and/or projects.
• Gains consensus from various parties involved.

Benefits

• Medical, dental and vision coverage.
• Paid time off plan.
• Health savings account (HSA).
• 401k savings plan.
• Access to wages before pay day with myFlexPay.
• Flexible spending accounts (FSAs).
• Short- and long-term disability coverage.
• Work-Life resources.
• Paid parental leave.
• Healthy lifestyle programs.