global website leadership
Web Operations Rebuild
In my first year of management, I completely rebuilt our web ops approach by standardizing content delivery, web request process, and turnaround times.
Stages
Problem
When I joined Sartorius as a manager in 2021, I was asked to partner with our digital project manager and assess and strengthen web operations.
At first glance, I saw that web requests came in, the team completed each update, and published the changes. However, looking closer, I could see many inefficiencies and began asking the team about their experience.
Before long, I had identified four main issues:
The team received web content is many different formats which meant they had to interpret a new document every time and many key details were missing.
Final content was rarely final which caused long and frustrating edit cycles
Stakeholders submitted web requests but had no idea when to expect it to be completed. Some tasks took a day, others took weeks.
The process for request submission, build, edits, and go-live was messy and riddled with confusion on both sides.
Problem
When I joined Sartorius as a manager in 2021, I was asked to partner with our digital project manager and assess and strengthen web operations.
At first glance, I saw that web requests came in, the team completed each update, and published the changes. However, looking closer, I could see many inefficiencies and began asking the team about their experience.
Before long, I had identified four main issues:
The team received web content is many different formats which meant they had to interpret a new document every time and many key details were missing.
Final content was rarely final which caused long and frustrating edit cycles
Stakeholders submitted web requests but had no idea when to expect it to be completed. Some tasks took a day, others took weeks.
The process for request submission, build, edits, and go-live was messy and riddled with confusion on both sides.
Approach
The opportunities were clear, so our digital project manager and I teamed up and took the following steps:
Understand pain points by gathering feedback from team and stakeholders
Collaborate with digital project manager to understand all possible steps in the web request process
Identify minimum requirements for final content
Determine an ideal format to receive web content
Brainstorm ideas for a perfect web request process
Approach
The opportunities were clear, so our digital project manager and I teamed up and took the following steps:
Understand pain points by gathering feedback from team and stakeholders
Collaborate with digital project manager to understand all possible steps in the web request process
Identify minimum requirements for final content
Determine an ideal format to receive web content
Brainstorm ideas for a perfect web request process
Solution
Our approach was paying off well, and we soon nailed down new standards for both the UX team and our stakeholders.
It took weeks of hard work, but we were able to deliver:
New web content templates to standardize content delivery and capture all critical details like image and video IDs, links, and page metadata.
An official step-by-step web request process which made clear how each task moves from submission to publishing, along with cross-functional roles and responsibilities.
Final content delivery guidelines which outlined what we expect to see in the final content template and the pre-submission approval process.
Updated turnaround times that allowed each designer enough time to complete a task, receive and implement edits, and publish. This new SLA also helped stakeholders plan ahead.
A new web request submission form that captured important campaign information up front and flowed directly into our ticketing system.
With these new materials in place, we scheduled a marketing all-hands meeting to communicate each new change and set stakeholder expectations moving forward.
Solution
Our approach was paying off well, and we soon nailed down new standards for both the UX team and our stakeholders.
It took weeks of hard work, but we were able to deliver:
New web content templates to standardize content delivery and capture all critical details like image and video IDs, links, and page metadata.
An official step-by-step web request process which made clear how each task moves from submission to publishing, along with cross-functional roles and responsibilities.
Final content delivery guidelines which outlined what we expect to see in the final content template and the pre-submission approval process.
Updated turnaround times that allowed each designer enough time to complete a task, receive and implement edits, and publish. This new SLA also helped stakeholders plan ahead.
A new web request submission form that captured important campaign information up front and flowed directly into our ticketing system.
With these new materials in place, we scheduled a marketing all-hands meeting to communicate each new change and set stakeholder expectations moving forward.
Outcome
Once we launched our new web operations standards, I could see miscommunications, frustrations, and cycle times decline. We significantly reduced back and forth time, sped up delivery times, and improved communication between the teams.
Our approach and solution helped achieve:
40%
Increase in web request delivery speed
80%
Reduction in missing web content details (image IDs, links, etc.)
50%
Reduction in web page edit cycles
Outcome
Once we launched our new web operations standards, I could see miscommunications, frustrations, and cycle times decline. We significantly reduced back and forth time, sped up delivery times, and improved communication between the teams.
Our approach and solution helped achieve:
40%
Increase in web request delivery speed
80%
Reduction in missing web content details (image IDs, links, etc.)
50%
Reduction in web page edit cycles
Nicholas Fargher
© 2026 Nicholas Fargher
Nicholas Fargher
© 2026 Nicholas Fargher