Digital Customer Experience Operations Coordinator

Digital Customer Experience (DCX) Operations Coordinator Reporting to: VP, Digital Platform Experience Department: Digital Customer Experience (DCX) Location: Boston, MA (Hybrid) Position Summary Grand Circle Corporation is the leader in international travel, adventure and discovery for Americans aged 50+. Headquartered in Boston, MA, and with more than 35 offices globally, more than two million Americans have traveled with our award-winning travel brands: Grand Circle Cruise Line, Overseas Adventure Travel and Grand Circle Travel. We’re looking for a highly organized and proactive Digital Customer Experience (DCX) Operations Coordinator to help drive the website roadmap forward. This role manages priorities, decisions, action items, business requirements, and cross-functional dependencies so digital initiatives are clearly defined and ready for Technology execution. The Coordinator will partner across DCX, Technology, Marketing, and other business teams to improve digital experiences, strengthen accountability, and support the modernization of content management across channels. Key Responsibilities Web Roadmap & Priority Management Support DCX leadership in managing website roadmap priorities in alignment with business objectives and traveler needs. Maintain visibility into priorities, outstanding decisions, action items, dependencies, and business-side deliverables. Track progress, identify blockers, escalate issues requiring leadership input, and keep teams focused on agreed priorities and next steps. Decision Tracking & Operational Coordination Maintain centralized tracking of key decisions, owners, deadlines, action items, and dependencies across DCX initiatives. Develop and maintain action plans, proactively engage stakeholders, and drive open items through resolution. Provide concise leadership updates on progress, overdue items, outstanding decisions, and follow-ups requiring attention. Identify opportunities to improve DCX processes, documentation, and ways of working. Requirements & Execution Readiness Partner with DCX stakeholders and Technology Project Managers to ensure initiatives are clearly scoped, requirements are complete, and work is ready for execution. Review and refine business requirements, identify gaps, clarify expectations, and define business objectives, traveler experience considerations, and success criteria. Participate in backlog refinement, sprint planning, and other agile ceremonies as needed. Proactively surface unanswered questions, dependencies, and decisions that could delay execution or create rework. Customer Experience Analysis & Improvement Research and evaluate digital customer experiences to identify pain points, usability issues, and improvement opportunities. Analyze customer feedback, support cases, and available data to identify recurring issues and understand their impact on travelers. Develop actionable recommendations that balance customer impact, business priorities, and technical constraints. Translate findings into clear action plans and drive follow-through on agreed improvements. Cross-Functional Collaboration Work closely with DCX leadership, Technology Project Managers, Marketing, and other business stakeholders to coordinate priorities and deliverables. Serve as a bridge between business and technical teams by translating business needs into clear, actionable requirements. Facilitate alignment on scope, expectations, dependencies, and next steps while representing the voice of the traveler. Content Management & Operational Improvement Support initiatives to modernize content management capabilities and improve content operations across digital channels. Coordinate requirements, decisions, and dependencies related to content management improvements. Partner with Content Operations, Marketing, Email, and Technology to streamline content creation, maintenance, and publishing. Support scalable processes, automation, content reuse, and improved governance. Qualifications 2–5 years of experience in digital operations, project coordination, customer experience, web operations, content management, or a related field. Experience working with website, digital product, or technology teams and collaborating with technical stakeholders. Strong organizational and coordination skills, including the ability to manage competing priorities, track deliverables, and drive follow-through. Experience reviewing business requirements, identifying gaps, and preparing initiatives for execution. Familiarity with agile ways of working, including backlog refinement, sprint planning, or similar processes. Strong written and verbal communication skills, with the ability to summarize progress, surface risks, and facilitate decisions. Proactive, detail-oriented, comfortable navigating ambiguity, and able to balance execution-focused coordination with critical thinking and a customer-first perspective. Preferred Qualifications Experience with content management systems (CMS), content operations, digital publishing workflows, implementations, migrations, or transformation initiatives. Understanding of how content is created, maintained, and distributed across websites, email, and other digital channels. Experience in customer-facing web, e-commerce, or digital platform environments. Exposure to website roadmap planning, prioritization, or digital product development. Familiarity with Jira, Confluence, or similar project and documentation tools. Interest in process improvement, automation, and AI-enabled operational efficiencies. Total Rewards The base salary range for this role is $85,000 – $95,000 annually for employees based in Boston, MA. Final compensation may vary and will be determined based on factors such as relevant experience, skills, internal equity, and geographic location. In addition to base pay, this role is eligible for an annual incentive bonus and first-class benefits, which include: Health & wellness: Comprehensive and heavily subsidized medical, dental, and vision plans, plus on-site gym access, holistic wellness sessions, and group fitness classes. Time for you: Substantial Paid Time Off (PTO), 11 paid holidays, Summer Fridays, and extensive parental leave with up to 12–16 weeks of paid leave at 100% of base salary. Travel more, spend less: 50% off our trips for you and a companion, 25% for additional immediate family members, and exclusive quarterly associate travel deals. Your future, secured: 401(k) with company match, life insurance, and disability coverage. Continuous growth: Tuition assistance for professional and personal development, opportunities for professional development through overseas travel, and direct access to Pinnacle Leadership & Team Development. Extra perks: Commuter benefits, FSA options, pet insurance, home and auto discounts, and paid volunteer time off to give back to the community. To learn more, please visit our websites at www.gct.com, www.oattravel.com and www.grandcirclefoundation.org.