Website Operations Supervisor

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 Onboarding / New Clients ● 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 lists cancellations ● 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 tasks renewals ● 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 escalate 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 escalate 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 ● Strong 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