Summary / ObjectiveThe Sr. Manager, Business Operations is responsible for planning resource allocation for the Business Operations department (working with the VP of Product and Engineering) as well as managing its day-to-day operations. The successful candidate must be able to proactively manage the priority of various incoming requests from various internal and external stakeholders and ensure that operational activities of the Identity Digital Registry are carried out in a timely manner with a high level of quality.
This role reports to the Vice President, Product & Engineering.
What You'll Do- Operational Excellence & Process Improvement
- Streamline internal workflows, set clear standard operating procedures (SOPs) for high-priority Registry tasks, and drive continuous process updates based on execution feedback
- Define the long-term operational roadmap for the Business Operations team, aligning team goals with broader organizational objectives across product launches, TLD migrations, and registry system enhancements
- Leverage tools to automate repetitive tasks and design better reporting mechanisms
- Work cross-functionally to ensure the successful completion of Registry operations and maintain high requester satisfaction
- Create and review plans for operational projects, and follow up regularly with cross functional team members where dependencies exist
- Review the team's deliverables such as customer documentation, customer communication and project plans and provide feedback
- Team Leadership & Talent Management
- Lead and manage a global team of Business Operations staff located in both Toronto and Dublin
- Act as the primary liaison between Business Operations and departmental leadership across the company including Account Management, Technical Support, Revenue Operations, Product and Engineering
- Work directly with Engineering and Product leads to advocate for system bug fixes, feature requests, and workflow automation based on trends identified by the BizOps team
- Cultivate a positive, collaborative work environment that models Identity Digital values
- Participate in the full talent lifecycle: hiring, onboarding, mentoring, coaching, and performance management
- Evaluate team capacity via KPIs, hold regular progress check-ins, and ensure the department has the optimal talent mix
- Set role standards and ensure the team meets performance expectations
- Actively models and promotes Identity Digital's core values through day-to-day interactions, leadership behaviors, and decision-making
- Other duties as assigned
Who You Are / What You Bring- Experience & Education
- 10+ years of business operations experience, with at least 5+ years in a management role
- Bachelor's degree in Computer Science, Information Technology Management, Operations, or equivalent experience
- Knowledge of the domain name industry and its processes is a strong asset
- Core Competencies
- Leadership & Delegation: Proven ability to build and retain diverse teams, cultivate an inclusive culture, and effectively delegate operational responsibilities to senior team members
- Stakeholder Management: Excellent communication skills to lead interactions with internal/external stakeholders across various operational processes (e.g., TLD import, promotion configuration)
- Resource Allocation: Ability to manage resources and competing priorities across multiple high-impact initiatives
- Global Flexibility: Ability to travel and work across time zones as needed within a global organization
- Reliable transportation to the workplace
- Physical Requirements
- Prolonged periods of sitting at a desk and working on a computer
- Must be able to lift up to 15 pounds at times
Salary RangeThe base salary range for this full-time position is CAD $120,000 - $150,000 (flexibility based on experience) plus additional benefits. In addition, the successful candidate will be eligible to receive other compensation from time to time in the form of discretionary and/or nondiscretionary bonuses and long-term incentive plan. Actual compensation will be influenced by a candidate's qualifications, internal employee equity considerations, and location. We will not ask for information about a candidate's current or past compensation for purposes of developing an offer of employment.
Note: Benefits programs are subject to eligibility requirements and may vary in certain locations.
