Manager, Digital Experience

United States Postal Service; Washington (District of Columbia); On-site; USD 150,000 - 210,000; Full time

Job summary

The United States Postal Service seeks a senior digital experience leader to develop and execute strategies across usps.com, the Postal Store, and mobile apps. You will guide a team of professionals responsible for design, optimization, and day-to-day operations, ensuring a consistent, accessible, and customer-centric digital experience.

You will collaborate with stakeholders and contractors, manage budgets, and set roadmaps for SEO, ASO, content strategy, and performance analytics to drive

Qualifications

• Knowledge of digital platform design principles and UX/UI standards.
• Experience with front-end web/mobile development practices (HTML, CSS).
• Experience with digital marketing strategy, e-commerce and SEO including AI-driven search.
• Ability to translate data insights into actionable improvements.
• Ability to manage budgets and lead a team across projects.

Responsibilities

• Oversees day-to-day website operations and content management for usps.com and apps.
• Leads UX/UI strategy and front-end design to ensure accessible, responsive platforms.
• Develops content optimization strategies to boost visibility and engagement.
• Manages iOS/Android app experiences and ASO to improve mobile adoption.
• Oversees USPS Store e-commerce performance and feature enhancements.
• Monitors platform performance and provides data-driven recommendations.
• Develops a continuous improvement roadmap for the online customer journey.
• Ensures compliance with privacy, accessibility, and regulatory requirements.
• Manages unit budget and mentors digital marketing professionals.

Skills

UX/UI strategy

Team leadership

Front-end design

Content optimization

Data analysis

Budget management

Stakeholder management

SEO

AI search

Tools

HTML

CSS

SEO tools

Analytics tools

ASO tools

Job description

Develops and leads the implementation of digital experience strategies to improve customer engagement, conversion, and retention across Postal Service digital channels. Manages a team of professionals responsible for the design, optimization, and day-to-day operations of usps.com, the e-commerce Postal Store, and mobile applications.

DUTIES AND RESPONSIBILITIES

1. Oversees day-to-day website operations, digital content management, and front-end platform functionality for usps.com and relevant mobile applications. Coordinates updates, enhancements, and issue resolution with internal stakeholders and contractors to maintain platform performance, usability, and content accuracy.
2. Manages the design, development, and continuous improvement of customer-facing digital platforms. Leads UX/UI strategy and front-end design activities to ensure platforms are intuitive, accessible, responsive, visually consistent, and aligned with organizational branding and customer experience goals. Oversees development of wireframes, prototypes, page layouts, and interface designs for web and mobile platforms. Establishes and maintains design standards, usability guidelines, and consistent digital experience practices across all platforms.
3. Develops and implements content optimization strategies to improve website visibility, discoverability, customer engagement, and the likelihood of content being surfaced in search results, featured snippets, and AI-generated responses. Establishes standards and practices for search engine optimization (SEO) and content optimization across traditional search engines and emerging AI-enabled discovery platforms.
4. Coordinates the design, development, and ongoing optimization of mobile application experiences and responsive digital interfaces, overseeing feature prioritization, release planning, and app content updates for iOS and Android platforms. Optimizes app performance, usability, and conversion, and manages app store presence, including listings, updates, and app store optimization (ASO), to improve mobile platform discoverability and customer adoption.
5. Manages the end-to-end performance of the Postal Store e-commerce platform, overseeing usability, product presentation, functionality, and conversion optimization. Coordinates with technology, product, and internal stakeholder teams to implement platform enhancements and new features. Oversees e-commerce revenue analysis, forecasting, performance, and volume projection activities to support marketing operations and overall digital platform performance.
6. Monitors, analyzes, and reports on digital platform performance metrics including traffic patterns, customer behavior, engagement, conversion rates, and revenue. Monitors performance across traditional and AI-influenced search channels to identify shifts in user acquisition patterns. Uses data insights and testing results to make recommendations for digital experience enhancements and inform strategic and operational priorities.
7. Develops and executes a continuous improvement roadmap for the online customer journey to help make Postal Service digital platforms easier to use for customers. Identifies and implements enhancements to digital navigation, content flow, and user interactions. Collaborates with business partners, technical teams, and contractors to evaluate and implement emerging tools, technologies, and digital capabilities that enhance platform usefulness and customer experience.
8. Ensures Postal Service digital platforms comply with applicable regulatory requirements, privacy policies, and digital accessibility standards. Provides guidance to developers, contractors, and internal stakeholders on compliance obligations and digital governance practices.
9. Develops and manages the unit budget in accordance with Postal Service policies and procedures, controlling costs and providing accurate financial analysis and reporting to support digital marketing programs and operations.
10. Manages a team of digital marketing professionals responsible for the development and maintenance of Postal Service digital platforms, making assignments, monitoring performance, and providing direction, feedback, and mentoring to team members. Establishes individual development plans to support employee growth and ensure organizational goals are met.

This role reports directly to the VP of Marketing

JOB REQUIREMENTS

• Knowledge of digital platform design principles, user experience and interaction (UX/UI) standards, and front-end web and mobile development practices (e.g., HTML, CSS) sufficient to direct platform strategy and evaluate platform design quality.
• Knowledge of digital marketing strategy, e-commerce platform management, and search optimization practices including AI-driven and semantic search environments sufficient to monitor the performance of customer-facing digital channels and support engagement and revenue goals.
• Ability to leverage digital platform performance data and user behavior data across multiple channels to identify meaningful patterns in customer behavior, develop actionable recommendations, and inform strategic priorities.
• Ability to develop and execute digital experience improvement roadmaps, evaluate emerging tools and technologies, and prioritize enhancements that improve usability and customer outcomes.
• Ability to communicate orally and in writing to present platform performance findings, strategic
• recommendations, and technical requirements to senior leadership, business partners, and contractors.
• Ability to evaluate digital accessibility standards, privacy requirements, and other regulatory requirements applicable to web platforms and provide compliance guidance to others.
• Ability to manage a team of professionals by setting performance expectations, providing feedback and development guidance, and establishing individual development plans to support employee growth and organizational effectiveness.
• Ability to develop and manage an operational budget, analyze expenditures, and provide financial reporting to support program planning and resource decisions.