Position Description

Global Implementation Program Manager
Primary Location Los Angeles
Possible Hiring Locations Los Angeles
Department 0860 - Global Implementation
Apply Now

Position Summary:

This role is responsible for defining, planning and managing the execution of GDD cross-functional projects and programs.  This role will lead the operational implementation of new services and capabilities for contracted parties.  The function must develop a deep understanding of ICANN’s contracts with our contracted parties, as well as the policies behind them, in order to understand all of the external requirements for the service or capability being implemented.  This role must also work with a diverse set of internal business owners to collect functional, technical and operational requirements and incorporate those requirements in RFPs, vendor contracts, Statements of Work and service definitions.

This position requires strong operational skills and on-going development of subject matter expertise within all assigned areas. This position also requires for the individual to project manage others in the execution of their assigned processes. The position will work toward the establishment of a standardized project management framework and reporting structure. The position will manage the work of vendors for quality and on-time delivery within budget, provide services to the customers of the GDD, and work cross-functionally to execute various program activities. This position will report to a senior manager or director in ICANN’s Global Domains Division, Global Implementation department. 

Key Responsibilities:

Program/Project Management:

  • Identify and develop programs to support the strategic direction of the organization
  • Lead large and/or high profile program/project teams as designated by management
  • Coordinate cross functional teams to build consensus in support of programs and projects
  • Assist in budgeting for programs/projects and managing costs
  • Lead programs/projects that include participation from ICANN staff and community. For their respective programs/projects, the Program Manager will:
    • Identify and define problems; demonstrate understanding of key issues, goals, and challenges
    • Recommend solutions to management and work cross-functionally to build consensus among stakeholders
    • Exercise good business judgment and understanding of ICANN community and constituents to make decisions
    • Develop and manage projects, acting as lead subject matter expert relating to process, tool, timeline, and deliverables
    • In cases where external stakeholder input is required, research issues, gather information, and write papers for public comment, community feedback, or ICANN Board consideration
    • Identify appropriate analysis and design reports to inform senior management of progress; assume responsibility for quality and timing of delivery
  • Establish and/or support a scalable project management framework for use by the department
  • Ensure that status reporting for ongoing projects and programs is consistent, accurate and timely
  • Implement and manage changes and interventions to ensure project goals are achieved
  • Develop an evaluation method to assess program/project/process strengths and identify areas for improvement
  • Provide project management guidance and best practices recommendations for the department


Process Development and Execution:

  • Implement new processes or re-engineer existing processes to meet Community and Organizational requirements
    • Define and document requirements of Service Operations
    • Work cross-functionally with other departments to build consensus on service requirements
    • Document system/tool needs in support of service offering
    • Work with Engineering and IT department to determine capabilities of existing system to deliver required service
    • Develop communications plans for rollout of new/enhanced capabilities and services
  • Provide day-to-day operational oversight and management of complex processes to ensure accurate and efficient execution
    • Coordinate across functions to identify, research, and resolve or recommend solutions to complex issues
    • Identify opportunities for process improvements and lead improvement initiatives
    • Using sound business judgment, provide guidance to team members and vendors in support of these processes
    • Collaborate with other ICANN departments to build consensus and execute processes
    • Coordinate with vendors to ensure that deliverables meet quality and timeliness expectations

Vendor Management:

  • Perform analysis to determine whether to develop in-house capabilities vs. outsource
  • Lead Request for Proposal (RFP) efforts
    • Develop and publish RFP
    • Analyze proposals and bids with cross-functional team is needed
    • Make recommendation for vendor selection
    • Facilitate contract execution with selected vendors
  • Oversee internal or vendor implementation of service capabilities
    • Ensure that milestones are met and deliverables are completed timely
    • Monitor quality of vendor deliverables
    • Work cross-functionally with other ICANN departments to ensure that appropriate resources review relevant output

Operational Excellence:

  • Develop subject matter expertise in areas of assigned responsibility
  • Develop subject matter familiarity in areas of department’s responsibility
  • Provide analysis on impact of decisions based upon current events within the ICANN community
  • Build consensus across different stakeholders to assist in cross functional decisions
  • Assess performance of junior team members and provide feedback in the employee evaluation process
  • Optimize use of current systems (e.g.  Salesforce.com, ICANN.org, Microsoft Office, Google Drive):
    • To manage and report on assigned processes
    • Correspond with applicants and other stakeholders to resolve issues
    • Maintain security and data privacy
  • Other duties as assigned or requested

Required Knowledge, Skills, and Abilities (KSAs): 

  • Project Management Ability:
    • Manage large, high profile cross functional projects and project elements
    • Manage a program consisting of several cross functional projects led by other departments
    • Effectively administer a portfolio of related projects
    • Perform and present cost benefit and risk analysis relevant to assigned projects
    • Monitor and manage project cost
    • Lead cross functional teams toward project success by leveraging team member expertise and viewpoints
    • Develop strong vendor relationships in support of project objectives
  • Process Execution Ability:
    • Learn complex processes requiring critical analysis of situational criteria and applying excellent business judgment
    • Create new processes as needed that require deep understanding of the Internet community, ICANN, and other current issues
    • Review existing processes in context with current conditions then engineer and execute process improvements with the goals of scalability, repeatability, and predictability
    • Manage the service delivery of other team members from supporting departments
  • Analytical Ability:
    • Identify appropriate indicators and metrics to understand the effectiveness of projects and processes
    • Design reports to inform Sr. Management of progress
    • Provide written reports of research and analysis of particular issues to Sr./Exec. Management with recommended solutions
    • Effectively report status of programs/projects/processes at any level within the organization
  • Problem Solving Ability:
    • Quickly grasp operational, legal, political, and societal implications of complex issues
    • Prioritize issues and escalate to Sr. Management in a timely manner if needed
    • Build consensus on important decisions
    • Make decisions in an ambiguous environment
    • Adapt to ever-changing priorities
  • Communication Ability:
    • Communicate effectively at all levels in the organization to influence key stakeholders and socialize new ideas
    • Identify appropriate indicators and metrics to effectively communicate status to Sr. Management
    • Design communications methods and reporting to inform Sr. Management of status and relevant issues
    • Provide reports of particular issues to Sr./Exec. Management with recommended solutions
    • Communicate in a clear and concise manner appropriate to the level of the audience.
  • Organizational Knowledge:
    • Quickly develop subject matter expertise in department programs and processes such as the New gTLD Program.
    • Develop a deep understanding of the organization, its departments, and responsibilities in order to effectively execute on projects and processes.
    • Quickly develop an understanding of the ICANN community and how it interacts with the ICANN board and organization
  • General:
    • Thorough knowledge of an established program/project management framework such as PMP, PRINCE, etc.
    • Excellent knowledge of Change Management principle
    • Have a proven track record of using excellent business judgment
    • Innate attention to detail
    • Desire to learn and understand new topics
    • Build department and organization reputation by accepting ownership, delivering on expectations, and exploring different opportunities to improve
    • Understanding of the following is a plus:
      • DNS industry
      • Public Policy Development
      • Vendor Management
      • Logistics
      • Operations
      • Accounting/Finance
      • Information Technology
      • Software Development
      • Project Management certification
      • SalesForce
      • Macintosh
      • Expertise in Microsoft Office

Education and Experience Requirements:

  • Bachelors Degree 
  • Years of experience: 8+

Language Skills:

The position requires fluency in US English; multi-lingual skills are a plus

Back Apply Now