Growth Operations Manager

Role Summary

We are seeking a commercially driven and customer-focused Growth Operations Manager to lead our digital content operations team across our websites and mini programs.

Managing a team of Content Operations Executives, this role is responsible for ensuring all published content is accurate, customer-centric, conversion-focused and aligned with resort business objectives. Acting as the final content gatekeeper, you will establish quality standards, optimize content workflows, and continuously improve customer experience across our digital platforms.

Beyond content operations, this role requires a strong growth marketing and Conversion Rate Optimization (CRO) mindset. You will leverage customer insights, analytics, best practices and experimentation to improve content effectiveness, enhance purchase journeys, and drive revenue growth across attractions, hotels, dining and resort experiences.

You will also serve as the website project lead for major integrated marketing campaigns, coordinating cross-functional stakeholders to ensure timely and high-quality campaign execution across web and mini programs.

Key Responsibilities

1. Conversion Rate Optimization (CRO) & Growth Marketing

• Champion a data-driven content optimization strategy focused on improving customer engagement, conversion rates and revenue performance.
• Analyze customer behavior, search patterns, user journeys, heatmaps, analytics and conversion funnels to identify content improvement opportunities.
• Proactively recommend and implement content enhancements that reduce purchase friction and improve customer decision-making.
• Partner with UX, Digital Marketing, Product and Analytics teams to optimize landing pages, promotional pages and purchase journeys.
• Develop testing frameworks and content experiments to continually improve conversion performance.
• Translate customer insights and performance data into actionable recommendations for content, navigation and merchandising improvements.

2. Team and Process Management

• Lead, coach and develop a team of Content Operations Executives responsible for content updates and publishing across RWS.com and Mini Programs.
• Set clear priorities, allocate resources and ensure efficient execution of content requests across multiple business units.
• Establish and continuously improve content governance frameworks, SOPs, QA processes and publishing standards.
• Build a culture of content excellence, customer-centricity and continuous improvement within the team.
• Evaluate team performance, identify capability gaps and implement development plans to strengthen content quality and operational effectiveness.

3. Campaign Project Management

• Cross-functional project management: Serve as the central website project manager for major resort campaigns, liaising with branding, marketing, hotels, attractions and tenant teams.
• Asset & timeline orchestration: Track deliverables, copy approvals, and visual assets across stakeholders to ensure campaign launch deadlines are met.
• Execution hand-off: Partner with the content manager on landing page concepts and assign page assembly task to content team.

Skills & Experience

• Experience: 4+ years of experience in Content Operations, Growth Operations, or Web Product Operations, with at least 1–2 years of people management experience leading content, growth marketing or web operations teams.
• Strong understanding of Conversion Rate Optimization (CRO), customer journey optimization and digital merchandising principles.
• Project Management Skills: Proven track record of managing cross-functional digital projects with multiple stakeholders (Marketing, Brand, Operations) under tight deadlines.
• CMS & Operational Familiarity: Experience working with enterprise Content Management Systems (e.g., Adobe Experience Manager, Sitecore, Wechat/Alipay Mini Programs) and task management tools.
• Mindset: Highly organized, process-driven, structured communicator who excels at building SOPs and coaching junior team members.

Preferred

• Experience managing travel, hospitality, attractions, tourism, retail or eCommerce websites.
• Experience with China digital ecosystems and digital platforms (e.g. WeChat, Douyin, Xiaohongshu) is preferred.
• Hands-on experience with CMS platforms such as Adobe Experience Manager (AEM) and Sitecore, along with GA4, Microsoft Clarity, A/B testing platforms, heatmapping tools, and customer behavior analytics tools.
• Experience working in high-volume, multi-product environments.