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Digital Experience Manager

Job DescriptionJob Description

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 , 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 , 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.