5+ years leadership experience in service delivery
3+ years managing a delivery team in the Domain Name industry
Professional background in domain registration and management
Proficient with domain management software and systems
Strong understanding of ICANN policies and legal aspects of domain names
Responsibilities
Develop and implement strategies for client success and retention
Oversee and manage the client success team with guidance and training
Monitor and proactively address client satisfaction levels
Analyze customer data for trends to enhance client success processes
Collaborate with product development to advocate for client needs
Act as a point of escalation for client issues and ensure high service levels
Identify and implement process improvements in client success
Benefits
100% employer-paid medical, dental, and vision insurance
Annual reviews with potential salary increases
22 days Paid Time Off and 4 paid holidays, increasing with tenure
Paid Parental Leave
Up to 6% company-matched 401(k) with no vesting period
Quarterly allowance for remote work enhancements or personal education
Creative work environment with friendly coworkers
Full Job Description
Overview
Corporate Tools in Post Falls, Idaho is searching for an Operations Manager for Domain Name Registrar Services. This position is vital to support the development of our client facing teams in our Domain Name Registrar space. You will be responsible for your team strategy, hiring, training, performance, quality, employee satisfaction, and accountability processes for all domain registrar related customer service groups. As the Operations Manager of Domain Name Registrar Services, Domains will be your domain.
This job is coded as "Flex" which means the company does not currently require this position to be performed in office.
Wage
$80,000 to $100,000 / year depending on meeting preferred qualifications Benefits
100% employer-paid medical, dental and vision for employees
Annual review with raise option
22 days Paid Time Off accrued annually, and 4 holidays
After 3 years, PTO increases to 29 days. Employees transition to flexible time off after 5 years with the company-not accrued, not capped, take time off when you want
The 4 holidays are: New Year's Day, Fourth of July, Thanksgiving, and Christmas Day
Paid Parental Leave
Up to 6% company matching 401(k) with no vesting period
Quarterly allowance
Use to make your remote work set up more comfortable, for continuing education classes, a plant for your desk, coffee for your coworker, a massage for yourself... really, whatever
Open concept office with friendly coworkers
Creative environment where you can make a difference
No dumb benefits like free dog walking on the weekends that snobby hipster places have to make you feel cool, but mathematically won't cost the company much money because you won't use it
Trail Mix Bar - oh yeah
Responsibilities
Develop and implement strategies to drive client success and retention
Communicate with Domain Registries for day to day solutions
Oversee and manage the client success team, providing guidance, support, and training as needed
Monitor client satisfaction levels and proactively address any issues or concerns that may arise
Analyze customer data and feedback to identify trends and insights, using this information to improve client success processes
Work with the product development team to advocate for client needs and contribute to product enhancements and updates
Act as a point of escalation for client issues, resolving conflicts and ensuring a high level of customer service
Collaborate with other departments to ensure seamless client communication and a cohesive client experience
Stay updated on industry trends and best practices in client success and incorporate them into the organization's operations
Identify opportunities for process improvements to streamline client success in all facets
Requirements
5+ years of experience as a leader managing large teams in service delivery environment
3+ years of managing a delivery team in the Domain Name industry
Professional experience in the domain name industry with a solid understanding of domain registration, transfer, renewal, and management processes
Proficiency in domain management software and systems, including registration platforms, DNS management tools, and WHOIS databases
Understanding and experience in Domain Registry and Registrar functions
Strong understanding of ICANN policies and regulations related to domain registration and management
Solid grasp of technical aspects related to domain infrastructure
Experience in coordinating with legal teams to handle domain disputes, trademark infringement claims, and other legal matters related to domain names
Experience working with low to high volume accounts
Preferred: Experience and familiarity with cPanel and other web hosting tools
Preferred: Familiarity with domain monetization and aftermarket services is a plus
Preferred: Experience in handling domain expirations, redemptions, and auctions to maximize revenue opportunities and reduce domain loss rates
Preferred: Experience in managing partnerships with domain registries, registrars, and other industry stakeholders to enhance service offerings and market reach
