Digital Operations Specialist

About the Company

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 transforms systems for tomorrow, supports families today, and ends stigma forever. The organization is in a period of transformative and rapid growth, building new systems and reimagining how work gets done to accelerate their mission to reverse the addiction crisis.

About the Role

Shatterproof seeks a Digital Operations Specialist to support the day-to-day management, measurement, and optimization of their website and digital fundraising ecosystem. This role is perfect for someone energized by building systems from the ground up and bringing structure and innovation to evolving spaces. Based in Washington, DC and reporting to the Director of Direct Response within Marketing + Communications, you'll combine hands-on website operations, digital fundraising technology, analytics, and systems support to create reliable, measurable digital experiences that drive mission impact.

Responsibilities

• Manage website updates, digital fundraising experiences, and campaign-driven digital initiatives while serving as a key resource for donation platforms including DonorDrive
• Develop and recommend page layouts, landing page wireframes, content hierarchy, calls to action, and other web elements that create cohesive, user-friendly campaign experiences aligned with Shatterproof's brand strategy
• Configure and maintain website-based promotional and conversion elements such as lightboxes, banners, forms, and campaign components across WordPress, Drupal, and Wix platforms
• Maintain GA4 measurement and reporting; analyze performance data and user behavior to translate insights into actionable recommendations for site structure, design, content presentation, and conversion optimization
• Play a key role in the Drupal-to-WordPress migration through content inventories, user-journey mapping, template alignment, content QA, analytics validation, user acceptance testing, and vendor coordination
• Troubleshoot website issues and integrations across Salesforce Marketing Cloud, Salesforce, donation platforms, and Shatterproof.org; monitor performance using analytics and performance tools
• Ensure WCAG 2.1 AA accessibility compliance; partner with content creators on accessible patterns, alt text, semantic markup, and remediation
• Provide technical guidance and documentation support to staff who create or maintain website content, maintaining CMS workflows, release processes, and recurring technical procedures

Requirements

• Demonstrated experience managing website operations, CMS platforms (WordPress, Drupal, or similar), and digital fundraising or donation management systems
• Proficiency with GA4 (Google Analytics 4), digital analytics tools, and the ability to analyze performance data and translate it into actionable insights
• Strong understanding of web design principles, user experience, accessibility standards (WCAG 2.1 AA), and digital best practices for conversion optimization
• Experience configuring website elements, working with marketing automation platforms, and troubleshooting integrations across multiple marketing and fundraising technology systems
• Ability to build systems and processes from the ground up, take ownership with a builder's mindset, and move quickly while learning fast in a high-growth environment
• Strong communication and collaboration skills with ability to influence across teams, manage vendors, and partner effectively with marketing, development, and IT functions
• Demonstrated commitment to mission-driven work and ability to thrive in a transformative organization focused on social impact

Nice to Have

• Experience with Salesforce Marketing Cloud and Salesforce CRM integration
• Familiarity with nonprofit fundraising platforms and donor management systems
• Experience leading or supporting major website migrations or platform transitions
• Knowledge of WordPress theme and plugin development or customization

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.