Digital Operations Specialist
Washington, DC
Full Time
Marketing and Communications
Experienced
ABOUT SHATTERPROOF
Shatterproof is a national nonprofit working toward a world where addiction never defines or ends a life. Through evidence-based programs, advocacy, and public education, Shatterproof works to transform systems for tomorrow, support families today, and end stigma forever. Learn more at shatterproof.org.
WHO SUCCEEDS AT SHATTERPROOF
Shatterproof is in a period of transformative and rapid growth. We are building new systems, reimagining how work gets done, and creating more cross-functional alignment to accelerate our mission.
To thrive here, you should be energized by building, not just maintaining — and excited to bring structure, clarity, and innovation to evolving spaces.
We’re looking for team members who:
WHO SUCCEEDS AT SHATTERPROOF
Shatterproof is in a period of transformative and rapid growth. We are building new systems, reimagining how work gets done, and creating more cross-functional alignment to accelerate our mission.
To thrive here, you should be energized by building, not just maintaining — and excited to bring structure, clarity, and innovation to evolving spaces.
We’re looking for team members who:
- Build systems and processes from the ground up and improve them continuously as we scale.
- Take ownership and act with a builder’s mindset, bringing forward solutions rather than waiting for direction.
- Influence and collaborate across teams, shaping work through strong communication and relationship-building.
- Move quickly, learn fast, and adapt with resilience, especially in a high-growth, high-impact environment.
- Are mission-driven and motivated to leave their mark on an organization working to reverse the addiction crisis.
Shatterproof seeks a Digital Operations Specialist to support the day-to-day management, measurement, and optimization of our website and digital fundraising ecosystem. Reporting to the Director of Direct Response within Marketing + Communications, this role combines hands-on website operations, digital fundraising technology, analytics, reporting, and systems support.
The Specialist will manage website updates and digital fundraising experiences; serve as a key resource for donation platforms, including DonorDrive; maintain GA4 measurement and reporting; analyze performance data and translate it into actionable insights; and help troubleshoot integrations and data flows across Salesforce Marketing Cloud, Salesforce, donation platforms, and Shatterproof.org.
This role will also support Shatterproof’s WordPress website launch and ongoing optimization, working closely with Marketing + Communications, Development, IT, and external vendors to ensure digital experiences are reliable, measurable, and effective.
CORE RESPONSIBILITIES
- Website Strategy, Operations & Digital Experience
- Serve as a web strategy partner for campaigns and organizational initiatives, helping translate campaign goals, audiences, messaging, and creative into effective digital experiences.
- Develop and recommend page layouts, landing page wireframes, content hierarchy, calls to action, header imagery, lightboxes, banners, forms, and other web elements that create cohesive, user-friendly campaign experiences.
- Partner with Marketing + Communications, Direct Response, creative teams, and external vendors to ensure website experiences reflect Shatterproof’s brand and campaign strategy while supporting engagement and conversion goals.
- Configure and maintain website-based promotional and conversion elements such as lightboxes, banners, calls to action, forms, and other campaign components.
- Use analytics, user behavior, and digital best practices to recommend improvements to site structure, page design, content presentation, user journeys, and conversion paths.
- Maintain CMS platforms, with primary emphasis on WordPress and ongoing support for Drupal and occasional Wix sites during transition periods, applying updates and configuration changes with appropriate QA and communication.
- Play a key role in the Drupal-to-WordPress migration through content inventories, user-journey mapping, template alignment, content QA, analytics and tracking validation, user acceptance testing, and vendor coordination.
- Troubleshoot website issues and monitor performance, using analytics and performance tools to identify root causes, resolve issues, and recommend improvements.
- Help steward the look, feel, usability, and consistency of Shatterproof’s web properties, making thoughtful recommendations about layout, imagery, content hierarchy, and user experience while partnering with creative or development resources for more complex design needs.
- Ensure compliance with WCAG 2.1 AA accessibility standards; partner with content creators on accessible patterns, alt text, semantic markup, and scan remediation.
- Maintain documentation for CMS workflows, release processes, update procedures, configurations, and recurring technical processes.
- Provide technical guidance and support to staff who create or maintain website content.
- Analytics & Digital Optimization
- Serve as a primary internal resource for Google Analytics 4 (GA4), maintaining measurement strategy, events, key events/conversions, tagging conventions, campaign tracking, and data quality across Shatterproof’s digital properties.
- Build and maintain GA4 reports and explorations to measure website traffic, acquisition, engagement, user behavior, conversion activity, and digital fundraising performance.
- Develop and maintain recurring dashboards using Looker Studio or equivalent reporting tools that provide clear visibility into established marketing, fundraising, website, and campaign KPIs.
- Produce recurring and ad hoc performance reports using data from GA4, donation platforms, Salesforce, Salesforce Marketing Cloud, and other relevant sources.
- Work with available resources to maintain and update Shatterproof’s Power BI Dashboards.
- Analyze performance data and translate findings into actionable insights and recommendations, identifying trends, anomalies, opportunities, and areas requiring further investigation.
- Monitor key metrics including traffic and acquisition sources, user journeys, engagement, form completion, donation conversion, campaign performance, and other digital behaviors.
- Establish and maintain consistent UTM, campaign naming, and tracking standards across digital channels.
- Partner with internal teams and external vendors to implement and validate analytics events, pixels, tags, conversion tracking, and other measurement requirements.
- Conduct regular data-quality checks and investigate discrepancies between GA4, fundraising platforms, CRM data, marketing platforms, and other reporting sources.
- Use analytics to identify opportunities to improve website experiences, increase conversion, reduce friction, strengthen donor journeys, and improve campaign performance.
- Support A/B and other optimization testing initiatives, including implementation, measurement, analysis, and evaluation of results.
- Maintain SEO fundamentals including metadata, structured data, sitemaps, robots directives, Core Web Vitals monitoring, and Google Search Console oversight.
- Digital Fundraising Platforms + Systems Integration
- Serve as a hands-on administrator and technical resource for Shatterproof’s digital fundraising and donation platforms, with DonorDrive experience strongly preferred.
- Build, configure, test, launch, and maintain donation forms, fundraising pages, campaign experiences, confirmation experiences, tracking parameters, and related digital fundraising functionality.
- Provide technical configuration and support for DonorDrive, Double the Donation/360MatchPro, Every.org, Engaging Networks, and other fundraising or engagement platforms used by Shatterproof.
- Troubleshoot donation-platform issues including forms, tracking, data capture, integrations, and constituent experiences, working directly with vendors and internal stakeholders to resolve issues.
- Support the integration and flow of constituent and fundraising data across Salesforce Marketing Cloud, Salesforce CRM, donation platforms, and Shatterproof.org.
- Monitor integrations and data flows, identify discrepancies or failures, troubleshoot root causes, and coordinate with IT, platform vendors, or other technical partners when escalation is required.
- Partner with Direct Response and Development to translate fundraising and campaign requirements into effective technical configurations and digital experiences.
- Conduct quality assurance of donation pages, forms, integrations, tracking, confirmation experiences, and data capture prior to campaign launches.
- Maintain documentation of platform configurations, integration points, data flows, tracking requirements, and troubleshooting procedures.
- Identify opportunities to simplify, automate, or improve processes across Shatterproof’s digital platforms.
- Support technical scoping, vendor evaluations, and RFP development for digital platforms and services.
- Coordinate with external technology and development partners on technical requirements, deliverables, troubleshooting, and platform improvements.
- Research cost-effective, scalable tools that could improve fundraising, reporting, monitoring, publishing efficiency, or digital engagement.
- Digital Infrastructure, Reliability + Technical Coordination
- Partner with IT and external technology vendors to support the reliability, security, and performance of Shatterproof’s web properties and digital platforms.
- Coordinate technical needs related to hosting, domains and DNS, SSL/TLS, CDN services, uptime monitoring, platform access, and other infrastructure supporting Shatterproof’s public-facing digital properties.
- Monitor website and platform performance and proactively identify issues requiring technical remediation or escalation.
- Support appropriate access controls, platform permissions, and routine access reviews for Marketing + Communications digital systems.
- Coordinate with IT and external partners on security, platform updates, vulnerability remediation, backup processes, and other technical requirements as needed.
QUALIFICATIONS
- 4–5+ years of experience in digital operations, digital fundraising, web operations, marketing technology, digital analytics, CMS administration, or a related field.
- Strong hands-on experience with WordPress; familiarity with Drupal, Wix, or other CMS/no-code tools helpful.
- Demonstrated experience administering a digital fundraising or donation platform required; DonorDrive experience strongly preferred.
- Strong understanding of online fundraising workflows, donation forms, conversion experiences, and donor-experience best practices.
- Demonstrated proficiency with Google Analytics 4 (GA4), including reporting, explorations, events/key events, campaign measurement, conversion analysis, and data-quality validation.
- Experience creating dashboards and recurring performance reports using Looker Studio or similar reporting/BI tools.
- Demonstrated ability to analyze digital performance data, identify meaningful trends and issues, and translate findings into clear recommendations for nontechnical stakeholders.
- Experience working across connected digital systems and troubleshooting integrations and data flows among CRM, marketing automation/email, donation platforms, and websites.
- Experience with Salesforce and Salesforce Marketing Cloud strongly preferred.
- Working knowledge of Google Tag Manager, UTM tracking, digital pixels/tags, and conversion measurement strongly preferred.
- Working knowledge of web infrastructure and troubleshooting, including domains/DNS, SSL/TLS, CDN and caching services such as Cloudflare, redirects, uptime monitoring, and website performance; ability to investigate technical issues and coordinate effectively with IT or development partners when escalation is needed.
- Strong digital judgment and understanding of web design, UX, content hierarchy, and conversion best practices, with the ability to translate campaign and business goals into effective landing pages, wireframes, and digital experiences.
- Familiarity with Google Search Console, SEO fundamentals, WCAG 2.1 AA accessibility standards, and website-performance optimization.
- Working knowledge of HTML and CSS; familiarity with JavaScript or other front-end technologies is helpful.
- Experience configuring website campaign elements such as forms, landing pages, lightboxes, banners, or similar conversion tools preferred.
- Experience with CMS or digital-platform migrations strongly valued.
- Strong troubleshooting skills and ability to diagnose technical, tracking, integration, or data-quality issues and determine when outside technical support is needed.
- Demonstrated ability to manage multiple priorities, document work, maintain high attention to detail, and communicate clearly with both technical and nontechnical audiences.
You May Be a Good Fit If…
- You balance speed with operational discipline, moving digital work forward quickly while maintaining strong QA and data integrity.
- You are comfortable moving between building something, troubleshooting something, and analyzing how it performed.
- You don't stop at reporting what happened; you want to understand why it happened and what we should do next.
- You enjoy figuring out how different systems connect and diagnosing where something has gone wrong when data or functionality isn't flowing as expected.
- You enjoy supporting cross-functional teams and translating business and fundraising needs into actionable digital solutions.
- You stay curious about changes in digital fundraising, analytics, SEO, AI, user behavior, and digital engagement trends.
- You’re comfortable navigating a hands-on operations and technical role within a fast-moving, mission-driven nonprofit environment.
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