Position Description

gTLD Services Senior Manager
Primary Location Los Angeles
Possible Hiring Locations Los Angeles
Department 0630 - gTLD Accounts and Services
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Position Summary:

To reach another person on the Internet you have to type an address into your computer - a name or a number. That address, a domain name, has to be unique so computers know where to find each other. Registry operators and Registrars are the distribution network for domain names. ICANN’s gTLD Accounts and Services team is responsible for managing ICANN's relationships and contracts with registry operators and registrars, collectively ICANN’s contracted parties.  In partnership with our operations team, we provide services and support to the global network of contracted parties to facilitate their compliance with their contractual obligations. 

The gTLD Accounts and Services team is looking for a self-motivated individual to design and deliver service requirements to support the global network of registry operators and registrars. The ideal candidate will be a seasoned professional with industry knowledge who is able to apply his or her experience across multiple services and projects and facilitate discussions between ICANN org and contracted parties. The gTLD Services Sr. Manager must be able to conduct independent research and analysis while collaborating with our partners in other departments to quickly diagnose service-related problems and propose recommended solutions. The Sr. Manager will lead cross-functional projects to drive improvements or new initiatives.  We strive to deliver win-win-win solutions for the contracted parties, ICANN org, and the global internet community.

Key Responsibilities

  1. Define, implement, and manage service requirements throughout their lifecycle in partnership with cross-functional teams.

  2. Manage exceptions and escalations to service delivery by developing potential solutions and building cross-functional consensus. 

  3. Become the expert for assigned services; understand, represent, and communicate ICANN’s position on an issue to both internal and external audiences with assistance from senior staff or supervisor.

  4. Distill complex, service-related topics into concise written materials to inform and/or influence internal or external audiences.

  5. Prepare and present educational, training, and other public presentations for the registry and registrar community at international forums.

  6. Partner with the operations team to ensure the design and delivery of the service meet the intent of the service definition. 

  7. Serve as a liaison for the registry operator and registrar community in the development and implementation of policies or procedures.

  8. Proactively build and maintain a network of effective relationships with internal and external stakeholders to inform decision making and appropriate responses to potentially politically charged topics.

  9. Assist in achieving and evolving standardized service methods and procedures within the team.

  10. Be an exceptional team player and be comfortable working in a highly diverse, multicultural, and dynamic environment.

Required Knowledge, Skills, and Abilities (KSAs): 

  • Experience documenting requirements for a product or process.

  • Utilizes strong project management skills with experience in managing projects from concept to implementation

  • Excellent oral and written communication skills in the English language with demonstrated ability to effectively inform and influence.

  • A creative problem solver and adept at negotiation with internal and external partners.

  • Experience with analyzing and interpreting policy and contractual provisions.

  • Excellent business judgment, with the ability to understand the complexities of ICANN’s ecosystem

  • Highly organized and detail-oriented with the ability to multitask.

  • Experience working productively and effectively with diverse, distributed cross-functional teams.

  • Ability to work effectively with minimal day to day direction or supervision. 

  • Demonstrates a strong work ethic with a commitment to seeing tasks through to completion.

  • Commitment to organizational principles of accountability and transparency.

  • Broad knowledge and experience in public policy research and analysis is a plus.

Education and Experience Requirements:

  • Requires a bachelor’s degree in a related field and at least 8 years of experience; or 6 years of relevant experience with an advanced degree: MBA’s, Masters in Public Policy , or J.D.’s preferred.

  • Experience working in the domain name industry is preferred.

  • Experience working with contracts and legal documents or managing vendors is a plus. 

  • Prior international experience is a plus. 

  • Fluency in a second language is a plus.



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