Customer Experience Specialist

California, United States
23 Oct 2018
End of advertisement period
23 Dec 2018
Contract Type
Full Time

You make websites

You are an aspiring web professional with 1-2 years of experience working on websites. In your daily work:

  • You love helping people and delight in creating a great customer experience.
  • You enjoy using Drupal, WordPress, or other content management tools.
  • You like to learn new things, because let’s face it: things just don’t stay the same.
  • Bonus points if you are comfortable editing CSS and use GitHub.

You can get behind the goal of doing things right:

  • You pay attention to details and keep track of multiple tasks, getting them done successfully in collaboration with a group of other talented people.
  • You are compassionate and seek opportunities to improve the customer experience at all steps.
  • You have learned or would like to learn more about universal design and web accessibility.
  • You like to zoom out sometimes and think about the larger picture of how you work.

We are Stanford Web Services

Known as SWS, we are a growing group of top–notch web professionals, many of whom left commercial industries for careers in higher education. We take pride in our work and have a shared purpose of making Stanford’s web presence even stronger, because supporting the research and education mission of a renowned university can make a positive difference in the world.

As a part of the Stanford community, we encourage a culture of real work-life balance; going home at a reasonable hour is how life should be. Our group includes musicians, a photographer, a brewer, a master gardener, a rock climber, an ultra-marathoner, a lunchtime Zumba-enthusiast, and many loving parents. We like what we do and other things, too!

Read more about our team on the Stanford Web Services blog:

Here’s what we do

Our mission is to build beautiful, mobile-responsive, secure, accessible and effective websites for Stanford, including,,, and hundreds more.

Everyone in SWS works directly with campus clients and partners, and we are committed to problem-solving using friendly and clear communication. Also, we don’t just build one website at a time: we build the tools to drive faster and better development for ourselves and others. (Yay open source!) We created a Drupal hosting platform called Stanford Sites, use GitHub to track over 100 features and products, are moving into scalable cloud-based services, and are evolving our product line - Stanford Sites Jumpstart - to empower web communications by our schools and departments. 

Here’s what you’ll do

As a Customer Experience Specialist, you’ll take a lead role in our support of Stanford website owners and editors:

  • You’ll work with clients who use our products and services, answering their questions, training, reporting, and maintaining documentation as necessary.
  • You’ll influence our product roadmap by representing the customer needs in development sprints.
  • You will help create websites and products in Drupal and/or WordPress by testing and documenting new features with the support of developers and designers. 
  • You’ll keep your skills sharp through Stanford’s communities of practice and by attending conferences and training classes.


Job purpose:

Under direct supervision, build and maintain websites and implement new web pages based on existing platforms and using existing tools. Perform day-to-day website administration.

Core duties

  • Implement and maintain content management systems, including installation, configuration, theme and plug-in integration, and ongoing support of departmental liaisons using existing platforms and tools.
  • Support the development and maintenance of web applications, including building search indexes, integrating web designs, and building small collection websites.
  • Monitor and report on website traffic and performance. Perform periodic website audits.
  • Perform maintenance duties, such as scripting, adding new content to collections, rebuilding indexes, and maintaining templates and supporting pages.
  • Update web pages to ensure website accuracy and currency; perform light web design.
  • Interface with existing database, using existing data and discovery tools user interfaces, and tools for specific discovery and delivery environments, such as library online catalogs, to access data stored on web services.
  • Produce online content, animated gifs, static buttons, and email and landing pages under the direction of senior web developer and content manager.
  • Perform development and maintenance programming for web pages and web applications. Build small applications.
  • Evaluate and support user needs and recommend solutions within existing platforms; maintain and develop documentation and how-to guides for customers.
  • Perform selected website administration duties for existing clients. Ensure web server and website technical performance. Perform light troubleshooting and first line support.
  • Other duties may also be assigned

Minimum requirements

Education & Experience:

Associate degree and two years of relevant experience or a combination of education and relevant experience.

Knowledge, Skills and Abilities:

  • Good customer service skills and ability to explain technical features to non-technical customers/clients.
  • Familiarity with a range of programming and scripting languages.
  • Clear understanding of web standards and usability methods.
  • In-depth knowledge of content management systems, such as Drupal, including the ability to perform standard installations and configurations.
  • Demonstrated proficiency building applications in a web development framework.
  • In-depth knowledge of HTML, CSS, JavaScript, and related website development technologies and software.
  • Understanding of systems integration and various web devices and environments.
  • Ability to design and implement web services.
  • Familiarity with authentication and access control.
  • Knowledge of website delivery best practices.

Certifications and Licenses:


Physical requirements

  • Constantly perform desk-based computer tasks, grasp lightly/fine manipulation.
  • Frequently sitting.
  • Occasionally stand/walk, use a telephone.
  • Rarely writing by hand, lift/carry/push/pull objects that weigh up to 10 pounds.
  • Strong visual acuity.

Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job. 

Work standards

  • Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
  • Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
  • Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, .