The Website Operations Supervisor is responsible for overseeing the day-to‑day operations of the website production team, driving project management across website builds, launches, renewals, and client‑facing deliverables, and ensuring smooth collaboration across other business silos (Sales, Client Support, Stock, etc.). The role combines hands‑on task and project management with team leadership, client management, and technical coordination with the Development team.

This is a hybrid role requiring own PC/laptop and a reliable, high-speed internet connection, with once a week attendance at our Westville office.

Key Skill Requirement Project Management is the core competency for this role. The Supervisor is expected to plan, prioritise, track, and deliver multiple concurrent website projects and tasks balancing team capacity, client expectations, deadlines, and billable scope while proactively identifying and resolving bottlenecks.

Key Responsibilities 1. Project & Task Management

Assign and delegate tasks to team members, communicating task details clearly (including via email where required)

Monitor task progress and enforce timely completion; follow up on incomplete tasks and offer support

Reassign tasks as needed due to resource constraints or departmental needs

Manage task statuses (e.g. Work In Progress, Testing) and ensure proper close‑out/handover of tasks

Create website build, layout, and internal tasks

Run weekly task and timesheet recons with the Team Lead

Facilitate daily scrum/stand‑up meetings to guide and align the team

Ensure template mailers are sent on schedule

Track project billables against original scope to identify and address hour "leakage"

Manage weekly extensions of overdue tasks

Assist other silos where needed (Sales, Client Support, Stock, etc.)

2. Client & Website Lifecycle Management

Allocate adopters (website assistant and auditor) for new clients

Manage website launches (going live)

Coordinate SSL setup and troubleshooting, domain pointing

Configure Looker Studio reports and scheduling, Google Analytics, and Google Search Console

Update the live website spreadsheet and send "site live" communications

Add clients to the audit schedule and relevant mailing listscancellations

Manage website and GMB product cancellations end-to-end: removing adopters, deleting/transferring websites and domains, removing scheduled reports, updating tracking sheets,



removing clients from mailing lists and audit schedules, and closing out tasksrenewals

Create and manage domain renewal documentation, invoices, and reminders

Reconcile recurring billing and cancelled domains, and liaise with Accounts

3. Domain Management (Xneelo)

Register new domains and manage domain pointing (SPF, CNAME, A records)

Manage domain transfers: advising clients, identifying hosts/owners, obtaining permissions, processing transfer requests, and troubleshooting with Xneelo support

4. Development Coordination

Identify and log issues raised by support or the team

Investigate and propose solutions; liaise with the Development team on required fixes/enhancements

Track items on the Dev sheet, follow up on feedback, and elevate CMS issues

Assist with specifying widgets and silo testing

Close out completed items and communicate outcomes to waiting clients

5. Ad Hoc Queries & Issue Handling

Act as first point of escalation for ad hoc queries and issues from clients, team members, and other silos

Triage incoming issues to determine urgency and the right resolution path

Provide quick turnaround support on unplanned requests that fall outside standard task workflows

Keep relevant stakeholders informed of progress and outcomes on ad hoc matters

6. Issue & Complaint Management

Investigate client or internal concerns/complaints

Identify root cause (including any team member involved) and implement corrective processes

Communicate new processes to the team and elevate to the CX Manager as needed

7. Team Leadership & Development

Ensure the team loads OEM specials on time and checks mailers when sent

Monitor that the team is reviewing Looker Studio and SemRush reports and saving them correctly

Provide hands‑on assistance with advanced or overdue tasks

Monitor task/duty completion and provide coaching and feedback

Conduct monthly appraisals and regular 1:1s with team members

Identify training needs, manage training registers, and create how‑to guides

8.



Client Management

Provide feedback to clients on issues and more advanced queries

Follow up with clients for outstanding information

Handle client calls/meetings on advanced website matters

Keep clients updated on project and setup progress

Assist with client quotes and monitor retainers to accurately charge for additional front‑end development hours

Support the team with client feedback

9. Reporting & KPIs

Track and report on recurring subscriptions and client counts

Maintain visibility of sites going live each week

Enforce and track OEM specials/promotions

10. Manager Support

Assist the Website Manager with weekly reporting for the Team Leader meeting

Assist the Manager where needed with client quotes

Work with the Manager to identify issues and come up with solutions

Skills & Competencies

Project management (essential) — planning, prioritisation, resource allocation, and delivery tracking across multiple simultaneous workstreams

Robust organisational and time‑management skills

Team leadership, coaching, and performance management

Cross‑functional collaboration with Sales, Client Support, Stock, and Development

Client relationship management and communication

Working knowledge of website CMS platforms, domain/DNS management (Xneelo or similar), Google Analytics, Google Search Console, Looker Studio, and Mautic

Problem‑solving and issue escalation

Attention to detail, particularly around billing, scope, and reporting accuracy

Matric / Grade 12 certificate (essential)

A relevant tertiary qualification in Project Management, Marketing, Digital Media, IT, or a related field (advantageous)

Project Management certification (e.g. PMP, Prince2, or similar) advantageous

Minimum 2–3 years' experience in website production, digital operations, or a similar project/task management role

Minimum 1 year experience in a supervisory or team‑leading capacity

Proficiency in Microsoft Office / Google Workspace (Excel/Sheets, Word/Docs)

Working knowledge of CMS platforms, domain/DNS management, Google Analytics, Google Search Console, and Looker Studio

Strong written and verbal communication skills

Ability to manage multiple projects and deadlines under pressure

Own PC/Laptop is required

A high-speed internet connection at home is required

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📌 Website Operations Supervisor (Pictou)
🏢 Internetwork Expert
📍 Pictou