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Fairfax, Virginia, United States of America
JOB #R2103332

Digital and Web Services Manager

ICF is seeking a Manager of Digital and Web Services to support and maintain websites and systems for the Children’s Bureau, Administration for Children and Families, US Department of Health and Human Services, with a focus on working with Child Welfare Information Gateway – which centralizes resources for the nation’s child welfare, adoption, and foster care professionals, along with the interested public, providing resources, data, publications, contact information, training materials and much more.

As a Manager of Digital and Web Services, you’ll join a collaborative, multi-disciplinary team of child welfare subject matter experts, content managers, writers and editors, user experience experts, developers, and digital strategists who are committed to delivering fresh, innovative, and user-focused content and responding to a wide array of customer needs to support child welfare practice to improve the lives of children, youth, and families.

Your job will be driving decisions and communication related to developing and organizing key information and processes to enhance the customer experience and support federal requirements. This will involve supporting the management, tracking, and coordination across the Digital, Web Services Team and our technical partners in developing and maintaining new processes, leading web development projects, analyzing performance data, and working with users and team leaders to continuously improve our knowledge resources. You will also be responsible for supervising a team of Digital/Web Specialists who coordinate and support the ongoing website production and online product development activities.

While this position is based in Fairfax, VA, you will be expected to work from home until it is safe to do so from the office. We will continue to make decisions pertaining to office access based on public health directives and guidance, practicality, and overall business requirements

You are right for this position if you:

  • Enjoy tackling complex project management challenges with efficiency.

  • Are comfortable with ambiguity; you navigate quickly and drive delivery with minimal direction

  • Have experience in both digital/web project management and federal government information systems

  • Resolve project roadblocks and troubleshoot issues in a time-sensitive environment.

  • Empathize easily with people; intuitively gather information to fully understand their need/request and develop clear action plans.

  • Provide quality checks on website maintenance to ensure page architecture integrity and that content consistently meets branding, online writing, style, and web standards – with a critically, diverse lens.

  • Have proven experience managing multi-disciplinary teams including UX, content strategy, development, and web design.

  • Take pride in providing outstanding customer service, including being able to remain cool under pressure

  • Are willing to develop a consultative relationship with ACF and the Children’s Bureau – Not just “doing” requests but suggesting where to improve the digital experience.

  • Are a passionate problem solver with a no-problem-too-big-or-too-small attitude

  • Are self-motivated with a strong and demonstrable work ethic

  • Have a working knowledge of Section 508 guidelines

  • Have exceptional judgment and strong analytical skills

  • Maintain project plans, develop SOPs, and provide key written communications for stakeholders, including ad hoc and formal reports

  • Help facilitate meetings and prepare materials and visual aids to effectively transfer information and gather input

  • Perform quality checks of end products and outputs

  • Help with strategic planning around ways to better support the client

  • Are mission-driven; you want to do work that matters

Key Responsibilities:

Lead knowledge management efforts:

  • Develop, organize, and maintain knowledge assets, including documentation, protocols, process flows, templates, and tracking tools

  • Actively listen to customer / client needs and translate them into actionable ideas by developing process flows and technical requirements.

  • Support the development of clear requirements by facilitating and participating in business analysis and business and technical requirements efforts

Manage tasks and projects:

  • Handle end-to-end task management: scoping tasks; creating project plans; developing and managing budgets, internal team schedules, and project milestones

  • Work directly with customers, clients, subcontractors, and team members to determine needs and develop solutions

  • Mitigate project risks and roadblocks, including scope creep, quality concerns, etc. by communicating early and clearly with clients and internal teams

Basic Qualifications:

  • Bachelor’s degree in IT, communications, social work, sociology, or other human-service related fields.

  • Minimum 8 years professional experience, with at least 3 years in client management, project management, web content management, or related disciplines in Federal contracting.

  • Proven experience in understanding complex, technical concepts and breaking them down into simple ideas and visualizations to communicate to others.

  • Direct experience collaborating heavily with senior leadership staff.

  • Experience in supervising multiple, diverse staff with varying levels of expertise.

  • Experience in project/task management applications such as Confluence, JIRA, SharePoint

  • Proven experience in large-scale website redesigns and technology migrations.

  • Proficiency in MS Office Applications (PowerPoint, Outlook, Visio) and Adobe Acrobat

  • Excellent copyediting and QA/QC skills

Preferred skills/experience:

  • At least three years of experience working with human service-related programs

  • PMP or CSM certifications strongly preferred

  • Proven success in developing and maintaining a long-term roadmap with clear, complex stages of development.

  • Interest in doing good and supporting family service-related initiatives

  • Experience with user research and usability testing



Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. If you’re seeking to make a difference in the world, visit to find your next career. ICF—together for tomorrow.

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy.

Reasonable Accommodations are available for disabled veterans and applicants with disabilities in all phases of the application and employment process. To request an accommodation please email and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination:  EEO is the law and  Pay Transparency Statement.

Fairfax, VA (VA01)

Who is ICF?

A global consulting services company with +7,000 people across +70 countries, but we are not your typical consultants.

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Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.

Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.