Job Details

Worcester Polytechnic Institute
  • Position Number: 4153246
  • Location: Worcester, MA
  • Position Type: Communications - Public Relations and Advertising

Web Marketing Support Manager


Marketing Technology

Worcester Polytechnic Institute - WPI

The Web Marketing Support Manager is responsible for overseeing the marketing helpdesk and providing web technical support and training to WPI internal users to ensure published content meets the university's content, branding, usability, user experience, SEO, and web accessibility compliance standards on a wide range of web marketing platforms (web, email, webform) supported by Marketing Communications.

WPI is passionate about creating an inclusive workplace that promotes and values diversity. We are looking for candidates who can support our commitment to equity, diversity and inclusion.


  • Provide technical support, recommendations, create and manage technical documentation to help users publish, update and maintain content on a wide range of digital publishing platforms
  • Be the first point of contact for technical support and provide training to internal users for the university's content management platforms (Drupal, Wordpress), email marketing system (Mailchimp), and web forms (FormSite).
  • Provide in-person/training, workshops, and customer service support to campus partners, maintain and update existing systems documentation and training documentation (on-demand videos) for Drupal and Wordpress as necessary.
  • Provide first-line web technical support to end users on a variety of issues.
  • Provide critical technical support and expertise to the Marketing Communications division teams (Content, Internal Communications, and Public Relations) to create and publish pages, news stories and press releases in Drupal, with sometimes tight time constraints.
  • Develop content and publish the quarterly Drupal CMS newsletter to provide updates, tips and how tos to CMS users.
  • Serve as the primary technical contact, assisting the Marketing Internal Communications team with the creation and publishing of the WPI Today email sent daily to all employees.
  • Manage the publishing of content on the WPI interactive maps (Campusbird) as well as additional systems necessary to the publishing of content on WPI digital web properties (captioning, digital asset management, etc.).
  • Respond to technical and content related inquiries primarily via email, phone, remotely (video conferencing, training videos, phone, email using a help desk support application) and provide training to campus partners as necessary (one-on-one or group training via Zoom or in-person).
  • Responsible for overseeing, providing training and maintaining technical documentation for the Marketing Communications student helpdesk, prioritizing their tasks using the WPI ticketing system (Cherwell) and our internal project management platform (Gitlab).
  • Continuously measure the success and efficiency of the current training curriculum and update as required to ensure best practices are followed.
  • Provide feedback from campus partners to the marketing operations team related to helping improve or adding new CMS functionalities to meet the university and marketing department's needs, and suggestions for improvements or reporting issues for any of the web marketing platforms.
  • Create and maintain documentation and training materials to educate users across the different web marketing platforms supported by Marketing Communications.
  • Collaborate with other divisions to ensure that all website content is aligned with the university's goals and objectives.
  • Web accessibility, usability and user experience: in collaboration with the Digital Marketing and Web teams, you will implement and provide recommendations to internal CMS users to ensure content they publish meets usability, user experience (UX) and SEO standards. You will also ensure that provides a similar experience for everyone, including users with disabilities. You will stay informed, identify and help prioritize the implementation of any new required Web Content Accessibility Guidelines (WCAG). You will gain new knowledge and expertise by attending online webinars and staying engaged with our web accessibility technology partner.

Additional Responsibilities:
  • Create detailed and accurate description of customer problems, troubleshooting steps and resolutions. Document, track, and monitor the problem to ensure a timely resolution and escalate to leadership as needed.
  • Hire, train, schedule, and supervise WPI students to serve as technical and customer service support on CMS Help Desk
  • Grant access rights to content publishers who have received training and the proper authorization.
  • Creates web forms with payment processing capabilities.
  • Work with cross-division functions to ensure that design and delivery of training support for campus partners is aligned with goals. Assist with creating new training materials and deliver on-site training for internal campus audiences.
  • Additional web related duties such as implementing shorturls or setting up redirects
  • Other duties as assigned.

  • Bachelor's degree, or the equivalent combination of education, training and, experience.
  • 2-4 years help desk support or similar experience required.
  • 2-4 years CMS experience: Wordpress or Drupal preferred
  • Exceptional customer service skills, including oral and technical written communications.
  • Excellent interpersonal and effective communication skills with a strong customer service orientation and the ability to interact effectively with all levels of staff and faculty in the university community.
  • Experience in Mailchimp or similar email marketing platform
  • Excellent organizational and problem-solving skills.
  • Supervisory experience a plus
  • Understanding of SEO (meta tags, tagging, keyword optimization), image and link optimization, etc.
  • Experience with HTML and coding standards
  • Ability to multi-task and think and respond in a timely manner. Need to be able to change gears quickly and work efficiently when responding to multiple support tickets on a variety of products.
  • Ability to communicate effectively to audiences of varying technical knowledge and abilities.
  • Experience creating and maintaining training documentation.
  • Experience as a trainer/educator for technical products.
  • Solid technical proficiency with the ability to install, utilize and troubleshoot a variety of operating systems and web applications.
  • Ability to deliver product and technology-based training to a variety of different learners.
  • Ability to adapt to evolving products and technology.
  • Knowledge of Web Consortium's Web Content Accessibility Guidelines (WCAG) Standards.
  • Experience with implementation of web accessibility standards (WCAG 2.0). Web Accessibility certification a plus.
  • Experience with accessibility testing experience with at least one of the following screen readers: NVDA, JAWS, VoiceOver a plus.
  • Ability to work collaboratively and effectively within a team environment.
  • An ability to take initiative and work with limited direction.
  • Willingness to learn and adapt quickly.

To apply, please submit a cover letter and resume for consideration.

United States of America (Exempt)

WPI is an Equal Opportunity Employer that actively seeks to increase the diversity of its workplace. All qualified candidates will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. It seeks individuals with diverse backgrounds and experiences who will contribute to a culture of creativity, collaboration, inclusion, problem solving, innovation, high performance, and change making. It is committed to maintaining a campus environment free of harassment and discrimination.

To apply, visit:

About WPI
WPI is a vibrant, active, and diverse community of extraordinary students, world-renowned faculty, and state of the art research facilities. At WPI, we have competitive and comprehensive benefits, including health insurance, long-term care, retirement, tuition assistance, flexible spending accounts, work-life balance and much more.

Diversity & Inclusion at WPI
WPI is committed to creating an inclusive workplace where everyone feels valued and respected; a place where every student, faculty and staff member can be themselves, so that they can study, live, and work comfortably, to reach their full potential, and make meaningful contributions in order to meet departmental and institutional goals. WPI thrives on innovative practice and welcomes diverse perspectives, insight, and people from diverse lived experiences, to enhance the community environment and propel the institution to the next level in a competitive, global marketplace.

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