Manager, Digital Web Services

About this role

ICF is seeking a forward-thinking Manager of Digital and Web Services to support and maintain websites and systems for Child Welfare Information Gateway, a service of the Children’s Bureau (CB), Administration for Children and Families (ACF), US Department of Health and Human Services (DHHS) that centralizes resources for the nation’s child welfare, adoption, and foster care professionals, along with the public. 

The Manager of Digital and Web Services will provide operational leadership for the Digital Web Team and across the project, driving the planning, coordination, and execution of website initiatives that enhance the user experience, support compliance with Federal requirements, and advance Information Gateway’s digital strategy. This role will partner closely with other Digital & Web Services team members and other managers on the project to translate strategic priorities into coordinated implementation plans, foster alignment across teams, and support an integrated approach to digital services, content management, and knowledge stewardship. Responsibilities include managing and tracking website projects for the Information Gateway and Children’s Bureau websites and other web properties as needed; leading web content and other website efforts; supporting the implementation of emerging technologies and AI-enabled solutions; advancing strategies that improve visibility of Information Gateway resources across traditional and AI-powered search experiences; and collaborating across teams to continuously strengthen the organization, curation, discoverability, and use of our knowledge resources. This position will be responsible for supervising a team of Web Specialists who coordinate and support the ongoing website operations, resource collection and curation, content publishing, and online web content development activities.  

Key Responsibilities:   • Lead the delivery of Digital Web Team initiatives, including facilitating project planning, schedules, timelines, stakeholder communications, and risk management to ensure successful execution.

• Partner closely with other managers, including the Integrated Digital Collections Manager, to implement shared priorities, coordinate cross-team initiatives, improve workflows, manage dependencies, and foster a unified approach to achieving Digital & Web Services goals.

• Collaborate with Digital & Web Services, project leadership. and other internal and external stakeholders to support the implementation of AI and other emerging technologies, translating strategic initiatives into practical workflows, team practices, and efficiencies.

• Support implementation of client and project priorities by aligning Digital Web Team strategy and activities with project goals.

• Assess team workload, capacity, resourcing needs, and skill gaps to support effective planning, staff development, and delivery of project priorities.

• Promote a culture of continuous improvement by monitoring performance data, identifying opportunities for enhancement, and providing actionable recommendations that support leadership decision-making.

• Provide key written communications for stakeholders, including ad hoc and formal reports.

• Develop, organize, and maintain knowledge assets, including documentation, protocols, process flows, templates, SOPs, and tracking tools. 

• Provide quality checks on website updates and maintenance to ensure that content is correct and consistently meets branding, SEO/GEO, style, and web standards. 

• Respond to and coordinate team responses to urgent website and informational client requests.

Required Qualifications:   • Bachelor’s degree in communications, digital media, information science, information systems, or a related field; or a dual degree in an IT-focused field and social work or another human-service related field. 

• Minimum 5 years professional experience, with at least 3 years in client management, project management, web content management, or related disciplines in Federal contracting. 

• At least 2 years’ experience in supervising multiple staff with varying levels of expertise across both technical and content-related domains. 

Preferred Skills/Experience:   • Experience with the Drupal content management system, with the ability to troubleshoot issues and train others. 

• At least two years of experience managing Federal government websites. 

• Experience in project/task management applications such as Confluence, JIRA, SharePoint. 

• Demonstrated experience in managing large-scale websites. 

• Knowledge of best practices in user experience/user interface and experience with user research and usability testing. 

• Experience using or evaluating AI-enabled tools to support content management, information organization, workflow improvement, or digital service delivery.

• Proven success in developing and maintaining a long-term roadmap with clear, complex stages of development. 

• Proficiency in developing and managing processes for website operations and maintenance. 

• Direct experience collaborating heavily with senior leadership staff. 

• Understanding of the child welfare and human services sector, including experience working in a child welfare agency. 

• Minimum 8 years professional experience, with at least 3 years in client management, project management, web content management, or related disciplines in Federal contracting. 

Professional Skills • Ability to build productive partnerships across teams and work effectively through differing perspectives and priorities.

• Facilitation and stakeholder engagement skills, with the ability to lead meetings, build consensus, navigate competing priorities, and drive decisions to resolution.

• Capacity to build trust, develop staff, and create alignment across teams, fostering a culture of collaboration, accountability, and shared ownership.

• Experience in understanding complex, technical concepts and breaking them down into simple ideas and visu

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