eCommerce Platform and Content Enablement Manager

Holland America Line has been exploring the world since 1873. Our ships offer innovative features and enriching experiences focused on destination exploration and personalized travel, inviting guests to savor the journey. 

The Manager, eCommerce Platform and Content Enablement is responsible for leading Holland America Line's content platform strategy, governance framework, and content operations capabilities across the digital ecosystem. This role oversees the CMS Center of Excellence and is accountable for the performance, scalability, and continuous improvement of content management platforms, structures, workflows, and supporting processes. The position leads a team of platform and content professionals while establishing departmental priorities that enable efficient, consistent, and compliant content execution across digital channels. Working closely with Web Experience, Product, Engineering, Marketing, Personalization, and SEO partners, this leader ensures platform capabilities align with business objectives and evolving guest needs. 

The Manager develops governance standards for content architecture, taxonomy, metadata, digital assets, and publishing workflows to support operational excellence and scalable growth. This role provides strategic direction for platform enhancements, integrations, and authoring experiences that empower self-service content management while maintaining brand, accessibility, and quality standards. The position is responsible for resource planning, policy development, performance measurement, and the adoption of emerging technologies, including AI-enabled content solutions. The ideal candidate brings deep expertise in enterprise CMS platforms, content operations, digital experience management, and cross-functional leadership within a complex eCommerce environment. This leader combines strong business judgment, technical acumen, and operational discipline to drive platform effectiveness, organizational adoption, and measurable business outcomes.. 

Here’s a summary of what Holland America Line is looking for.  Is this you? 

Responsibilities:

• Content Platform Governance and Management: Lead the administration, governance, and ongoing optimization of Holland America Line's enterprise content management platform and supporting technologies. Establish and maintain standards for platform configuration, permissions, workflows, publishing controls, and operational processes. Develop policies and procedures that promote consistency, scalability, and effective content management practices across digital channels. Evaluate business requirements and determine appropriate platform solutions that balance user needs, operational efficiency, and long-term sustainability. Oversee platform enhancements, upgrades, and configuration changes to support evolving organizational priorities. Establish governance processes to ensure alignment with brand standards, accessibility requirements, security expectations, and content management best practices. Monitor platform health and performance, identifying risks, dependencies, and improvement opportunities. Provide oversight and guidance on platform-related decisions, ensuring effective resource utilization and operational continuity. Drive adoption of governance standards that enable efficient execution while minimizing complexity and technical debt.

• Content Architecture, Taxonomy, and Authoring Enablement: Oversee the development and maintenance of content architecture frameworks that support scalable, reusable, and structured content throughout the digital ecosystem. Establish standards for taxonomy, metadata, content modeling, and component design to improve content organization, discoverability, and operational efficiency. Ensure content structures support personalization, search optimization, localization, and future business requirements. Direct the creation and evolution of templates, content frameworks, and reusable assets that enable consistent execution across channels and experiences. Evaluate authoring processes and implement improvements that simplify content creation and publishing activities. Develop standards that empower business teams to manage content independently while maintaining established quality and user experience expectations. Partner with stakeholders to identify opportunities for increased efficiency, consistency, and content reuse. Ensure content frameworks remain aligned with changing business priorities, platform capabilities, and guest expectations. Maintain documentation and standards that support sustained adoption and effective content operations.

• Platform Integration and Digital Operations Management: Direct platform-related operational activities to ensure reliable, efficient, and scalable support for digital commerce and content delivery objectives. Partner with Product, Engineering, and technology teams to define business requirements, prioritize enhancements, and support implementation of new capabilities. Lead user acceptance testing, validation activities, and operational readiness efforts for platform releases and system changes. Oversee platform integrations and connected systems to support seamless content management, asset delivery, and digital experience execution. Evaluate operational performance and identify opportunities to improve functionality, efficiency, and user satisfaction. Establish processes to resolve platform issues, mitigate operational risks, and minimize disruption to business activities. Monitor emerging technologies and evolving platform capabilities to identify opportunities for continuous improvement. Serve as the primary escalation point for complex platform-related matters requiring business and technical alignment. Ensure operational processes support business objectives while maintaining system stability and service quality.

• Content Quality, Accessibility, and Digital Asset Governance: Establish and oversee quality standards that support accurate, compliant, and effective content experiences across digital properties. Develop processes and controls that promote content consistency, publishing accuracy, and adherence to established brand guidelines. Ensure content and platform activities comply with accessibility standards, regulatory requirements, and organizational policies. Lead governance of digital asset management practices, including asset organization, maintenance, lifecycle management, and usage standards. Implement quality assurance processes that validate content, assets, and publishing activities prior to deployment. Monitor compliance metrics and identify corrective actions to address quality, accessibility, or governance concerns. Partner with stakeholders to strengthen accountability for content maintenance and ongoing asset stewardship. Establish reporting mechanisms that provide visibility into content health, governance adherence, and operational performance. Drive continuous improvement efforts that enhance content quality and support a consistent guest experience.

• Team Leadership, Performance, and Continuous Improvement: Lead, develop, and mentor a team of content platform and digital operations professionals, fostering a culture of accountability, collaboration, and continuous learning. Establish departmental objectives, performance expectations, and operational priorities aligned with organizational goals. Manage resource allocation, workload planning, and team capacity to support efficient delivery of initiatives and ongoing operations. Provide coaching, feedback, and professional development opportunities that strengthen individual and team capabilities. Develop and monitor key performance indicators that measure platform adoption, operational effectiveness, quality, and efficiency. Analyze performance trends and implement action plans to improve outcomes and address operational challenges. Identify opportunities to streamline processes, improve workflows, and reduce manual effort through automation and technology solutions. Evaluate emerging tools, including artificial intelligence capabilities, to improve productivity and enhance content operations. Champion a culture of continuous improvement that supports innovation, operational excellence, and long-term scalability.

Knowledge & Skills:

• Scope: The Manager, eCommerce Platform and Content Enablement serves as the functional leader responsible for the content management platform, content governance framework, and content operations capabilities supporting Holland America Line's digital ecosystem. This role operates across multiple business functions and supports web experiences that contribute directly to guest acquisition, engagement, and revenue generation. The position partners extensively with Marketing, Product, Engineering, User Experience, Analytics, Personalization, and other stakeholders to ensure content platforms effectively support evolving business priorities. The role provides oversight of enterprise content management processes, governance standards, digital asset management practices, and platform enablement initiatives. Accountabilities extend across all digital content experiences supported through the content management ecosystem. The position is responsible for balancing business needs with technical, operational, accessibility, and brand requirements. The role influences platform roadmap priorities, content operations strategies, and process improvements that affect a broad range of stakeholders. Success requires effective coordination across multiple teams, systems, and digital initiatives that support both current business objectives and future growth. The position plays a key role in enabling scalable, efficient, and consistent content management capabilities across the organization.

• Problem solving: This role regularly addresses complex operational and technical challenges involving content management platforms, content architecture, governance frameworks, and digital processes. Decisions often require analysis of competing business priorities, system limitations, user needs, resource availability, and long-term scalability considerations. The Manager evaluates platform capabilities and identifies solutions that balance flexibility, governance, efficiency, and user experience requirements. Problem solving frequently involves assessing the downstream impact of platform changes on multiple teams, workflows, integrations, and customer experiences. The role must anticipate operational risks, identify potential inefficiencies, and proactively implement solutions to support sustainable growth. Complex decisions may involve content modeling approaches, workflow design, system integrations, metadata structures, accessibility compliance, and digital asset governance. The position requires interpretation of data, performance metrics, and stakeholder feedback to identify root causes and improvement opportunities. Success relies on applying functional expertise, business judgment, and analytical thinking to resolve issues where solutions may not be immediately apparent. The role exercises independent decision-making within established objectives and governance frameworks while addressing both short-term operational needs and long-term organizational goals.

• Impact: This role has a significant impact on the effectiveness, consistency, and scalability of content operations across Holland America Line's digital channels. The position establishes and maintains standards that govern how content is structured, managed, published, and maintained throughout the organization. Decisions made within this role influence operational efficiency, content quality, accessibility compliance, and the effectiveness of digital experiences. The role contributes to the successful execution of revenue-generating initiatives by ensuring teams have the platforms, tools, and processes necessary to deliver content efficiently and consistently. Through governance and enablement efforts, the position helps reduce operational complexity while improving content reuse and scalability. The role influences how digital teams adopt and utilize technologies, workflows, and best practices to support business objectives. Effective performance contributes to improved productivity, reduced risk, stronger compliance outcomes, and enhanced customer experiences. The position also helps drive continuous improvement by identifying opportunities to modernize processes and leverage emerging technologies. As the functional owner of key content management capabilities, the role shapes standards and practices that have broad organizational impact. 

• Leadership: The Manager, eCommerce Platform and Content Enablement provides leadership to a team of content platform and digital operations professionals while fostering a culture of accountability, collaboration, and continuous improvement. The role establishes departmental objectives, operational priorities, performance expectations, and development plans aligned with broader business goals. This position is accountable for team performance, resource allocation, workload management, and the successful execution of multiple concurrent initiatives. The Manager oversees the effective utilization of departmental resources and may participate in budget planning and management activities related to platform operations and vendor support. The role develops and implements policies, standards, and procedures that guide platform administration, governance, and content operations activities. Success requires influencing stakeholders across multiple functions, including teams that do not have a direct reporting relationship to the position. The role regularly leads cross-functional initiatives that require alignment among technical, operational, and business partners. The Manager provides coaching, mentorship, and development opportunities that strengthen team capability and organizational effectiveness. This position serves as a leader within the digital organization, driving operational excellence and supporting the achievement of strategic business objectives.

Essential/Minimum qualifications:

• Bachelor's degree in Business, Marketing, Information Systems, Digital Media, Computer Science, Communications, or a related field.

• Minimum of 5 years of experience in digital content management, content operations, eCommerce platforms, digital experience management, or a related discipline.

• Experience administering or supporting enterprise Content Management Systems (CMS).

• Experience developing or applying content governance, taxonomy, metadata, or workflow standards within a digital environment.

• Experience working with cross-functional teams including Product, Engineering, Marketing, User Experience, and Analytics.

• Demonstrated ability to lead projects, programs, or teams in a complex business environment.

• Strong written and verbal communication skills with the ability to translate business requirements into scalable operational solutions.

• Proficiency with digital content publishing, quality assurance, and operational best practices.

• Experience using analytics and performance data to support decision-making and process improvements.

Essential Experience Required:

• Experience managing content platforms, content operations, or digital experience programs within a complex, customer-facing environment.

• Experience establishing and maintaining governance frameworks, content standards, workflows, and operational processes that support scalable digital content management.

• Experience developing content models, taxonomy structures, metadata frameworks, or reusable content architectures that improve consistency and efficiency across digital channels.

• Experience partnering with Product and Engineering teams to define business requirements, support system enhancements, participate in testing activities, and implement platform improvements.

• Experience evaluating operational performance, identifying process improvement opportunities, and implementing solutions that increase efficiency, quality, and scalability.

• Experience leading cross-functional initiatives that require alignment across multiple stakeholders with competing business priorities.

• Experience overseeing content quality, accessibility compliance, publishing controls, and digital asset management practices.

• Experience leading, coaching, and developing professional staff while managing workloads, priorities, and performance expectations.

• Experience leveraging data, analytics, and user feedback to drive operational improvements and support business objectives.

Travel: Less than 25% non-shipboard travel likely

Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.

This position is classified as “in-office.”  As an in-office role, it requires employees to work from Holland America Line's corporate office in Seattle Monday through Thursday each week. Employees may work from their homes on Fridays.  Candidates must be located in (or willing to relocate to) the Seattle, WA area. 

What You Can Expect  

• Cruise and Travel Privileges for You and Your Family 
• Health Benefits 
• 401(k)  
• Employee Stock Purchase Plan  
• Training & Professional Development 
• Tuition & Professional Certification Reimbursement 
• Base Salary Range: $88,100 to $119,000 The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidate’s qualifications and experience uniquely. 

Our Culture…Stronger Together 

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees.  Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.hollandamerica.com/en_US/our-company/mission-values.html 
 
Holland America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. 

Americans with Disabilities Act (ADA)  

Holland America will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws.  If you have a disability and require assistance in this application process, please contact [email protected] 
 

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