WordPress Agency Needed: Development, Administration, UX/CRO + Project Management

We are looking for an established WordPress agency or company with multiple team members to provide ongoing development, WordPress administration, UX/CRO support, and project management for an existing WordPress + WooCommerce website. The engagement is long-term and hourly. Our highest priorities are: • Reliable availability during US business hours, 9:00 AM to 5:00 PM Central Time • Acknowledgment of requests within one hour during US business hours • Excellent written and spoken English communication • A dedicated and experienced project manager or primary point of contact • Strong management of multiple simultaneous requests without client micromanagement • WordPress, WooCommerce, Elementor, database, and technical development expertise • UX and e-commerce conversion-rate optimization expertise • Separate hourly rates for Development and Administration • Reliable QA, documentation, follow-through, and accountability • Rapid escalation and support for mission-critical production issues We want an agency that already has a mature process for receiving requests, organizing work, assigning resources, tracking progress, communicating status, escalating urgent issues, performing QA, and confirming completion. We do not want to create or manage your internal project-management process. US Business-Hour Availability and Responsiveness Reliable availability during US business hours is mandatory. Required coverage: 9:00 AM to 5:00 PM Central Time, Monday through Friday Your agency and team members may be located anywhere in the world. However, our primary point of contact and appropriate team coverage must be available during our US workday. During normal business hours, we expect requests and messages to be acknowledged within one hour. Acknowledgment does not mean that every question must be fully answered or every task completed within one hour. We need confirmation that the request has been received, is understood, and is being handled or assigned appropriately. We do not want routine communication delayed until the following business day because the primary team is offline. Mission-Critical Production Support Occasionally, urgent production issues may require immediate attention. Examples include: • Website outages • Pages or critical functionality not loading • Checkout failures • Payment-processing problems • Forms or lead-generation functionality failing • Major WooCommerce issues • Severe production errors • Other issues materially affecting customers, revenue, or website operations Your agency must have a clear process for escalating mission-critical issues and quickly involving the appropriate technical resource. Please explain how your team handles urgent production incidents during US business hours, including how the appropriate developer is contacted and assigned. Project Management and Primary Point of Contact We require a dedicated primary point of contact with strong project-management skills. The person should be capable of managing multiple active requests while coordinating developers, WordPress administrators, UX/CRO specialists, and other resources. The primary point of contact must: • Communicate clearly and professionally in English • Understand business and technical requirements • Manage multiple active tasks simultaneously • Track priorities, dependencies, approvals, deadlines, and outstanding items • Assign work to the appropriate team member • Communicate status proactively • Identify blockers early • Escalate urgent issues when necessary • Ensure QA is completed • Maintain visibility into all open requests We should not need to: • Chase your team for updates • Repeatedly ask whether work has started • Remind your team about outstanding requests • Determine which member of your agency should perform each task • Build your task-management process • Manage individual developers or administrators Your project manager should own the workflow. Task Management and Client Visibility Your agency must use an established project-management or ticketing system. We are flexible about which platform you use, but we need visibility into the status of our work. We should be able to easily see which requests are: • New • Awaiting clarification • Awaiting approval • Scheduled • In progress • Blocked • In QA • Completed We should not need to contact the project manager simply to determine the status of an existing request. For each task, your team should: 1. Confirm receipt and understanding 2. Ask clarifying questions when necessary 3. Determine the appropriate resource 4. Classify the task as Development or Administration 5. Provide an estimated number of hours 6. Receive approval before beginning billable work 7. Track the task through completion 8. Communicate delays, blockers, or material changes 9. Perform QA 10. Confirm completion and summarize what was changed No billable work should begin without prior approval. WordPress Development Development responsibilities may include: • WordPress development and customization • Advanced Elementor development • WooCommerce configuration, customization, and troubleshooting • PHP and JavaScript development • Plugin troubleshooting and customization • Technical bug fixes • Production issue resolution • Third-party integrations • Performance optimization • Core Web Vitals improvements • Caching and technical optimization • Hosting-related troubleshooting • Ongoing technical improvements • QA and testing related to development changes Database and Data Work Technical work may also include: • MySQL and WordPress database work • Data imports and migrations • Data reconciliation • Migration work involving platforms such as Craft Commerce • Product, customer, user, order, and metadata manipulation • Data validation • Troubleshooting data-integrity issues • Migration scripts or other technical data work Database-level and other high-risk changes must follow appropriate practices involving backups, staging, testing, validation, and rollback planning. WordPress Administration Administrative responsibilities may include: • Updating pages and posts • Routine Elementor content updates • WooCommerce product administration • Product descriptions • Pricing • Categories • Images • Inventory • Forms • Menus • Media • Content publishing and formatting • Routine plugin administration • Routine website maintenance • Desktop and mobile QA • Link and form testing • Basic checkout verification • Identifying and documenting website issues • Escalating technical problems to the development team when necessary Administrative work should focus on accurate execution, QA, and follow-through rather than custom development. UX and E-Commerce Conversion Rate Optimization UX and e-commerce conversion expertise are mandatory. Your agency must have a qualified UX designer, CRO specialist, e-commerce strategist, or equivalent team member with demonstrated experience improving e-commerce websites. Relevant capabilities should include: • E-commerce UX • Conversion-rate optimization • Product-page usability • Navigation and category experience • Mobile UX • Cart and checkout experience • Conversion-friction identification • Calls to action • Information hierarchy • User flows • Merchandising • Form usability • Landing-page optimization We are not looking only for visual design. Your team should be capable of evaluating how design, content, functionality, and user flows affect usability and conversion. UX/CRO recommendations should be grounded in sound e-commerce principles and, where appropriate, analytics, user behavior, testing, or other evidence. Separate Development and Administration Rates We want one agency relationship covering both technical and administrative work, but the two types of work must be billed separately. Please provide: WordPress Development Rate: $____ / hour WordPress Administration Rate: $____ / hour Routine administrative work should not be billed at a development rate. Before beginning a task, your project manager should identify the classification and applicable rate. If an administrative task requires development work, your team should communicate the change and receive approval before proceeding at the development rate. Ownership, Access, and Documentation All work performed for us must remain accessible to and controlled by the client. The agency must not create unnecessary technical dependency or lock-in. We expect appropriate client ownership or access to: • Website code and custom development • WordPress administrative access • Hosting and infrastructure accounts • Third-party integrations • Analytics and marketing-related accounts • Documentation • Credentials • Configuration information • Licenses purchased specifically on our behalf • Other work product created during the engagement Important technical changes should be documented sufficiently so another qualified professional could understand what was changed and why. Mandatory Requirements Applicants must: • Be an established agency or company with multiple team members • Provide WordPress development and WordPress administration • Have a dedicated project manager or qualified primary point of contact • Provide reliable coverage from 9:00 AM to 5:00 PM Central Time • Acknowledge normal requests within one hour during US business hours • Provide a process for handling mission-critical production issues • Communicate fluently and professionally in spoken and written English • Have strong WordPress, WooCommerce, and Elementor experience • Have PHP, JavaScript, MySQL, and WordPress database capabilities • Have UX and e-commerce CRO expertise within the team • Be comfortable managing multiple simultaneous requests • Have an established project-management process • Give the client visibility into task status • Provide separate Development and Administration hourly rates • Provide backup coverage when an individual is unavailable • Follow a structured estimation and approval process • Perform QA before marking tasks complete Individual freelancers without meaningful team coverage will not be considered. How to Apply Please provide all of the following. 1. Short Voice or Video Introduction Submit a voice or video recording of four minutes or less introducing: • Yourself • Your agency • Your role • Your relevant experience • Who will serve as our primary point of contact • How your team is structured Why We Request the Recording Communication is a major part of the engagement. The recording allows us to understand your communication style, spoken English, and ability to explain your team and working process before scheduling a formal interview. The recording also gives you an opportunity to introduce yourself and explain your approach in your own words rather than relying entirely on a written proposal. The recording is required for consideration. 2. US Business-Hour Coverage Confirm that your agency can provide reliable coverage between: 9:00 AM and 5:00 PM Central Time, Monday through Friday Please explain: • Who will be available during those hours • How you ensure requests are acknowledged within one hour • How you provide backup coverage • How you handle urgent production incidents 3. Project Management Process Explain: • How clients submit requests • Which project-management or ticketing system you use • How clients see task status • Who manages priorities • How tasks are assigned • How estimates and approvals are handled • How blockers are escalated • How completed work is reviewed and QA’d 4. Team Structure Identify: • Primary point of contact • Project manager • WordPress developer(s) • WordPress administrator(s) • UX/CRO specialist • Other relevant specialists Explain how coverage is maintained when someone is unavailable. 5. Separate Hourly Rates Provide: WordPress Development Rate: $____ / hour WordPress Administration Rate: $____ / hour Please do not provide only one blended rate. 6. Technical Experience Provide examples involving: • WordPress • WooCommerce • Elementor • PHP • JavaScript • MySQL • Database work • Data migrations • Performance optimization • Ongoing website support 7. UX/CRO Experience Provide at least one specific example of e-commerce UX or conversion-rate optimization work your team has performed. Briefly explain: • The problem or opportunity • Your recommendation or solution • Who on your team performed the UX/CRO work • The outcome, when available Long-Term Engagement We are looking for an agency that can become a dependable long-term partner. Technical expertise alone is not enough. US business-hour responsiveness, communication, project management, organization, UX/CRO expertise, accountability, and the ability to manage work without client micromanagement will heavily influence our selection.