Sr. Manager, Business Operations

Role overview

Operational excellence and process improvement

• Streamline workflows, establish SOPs for high-priority registry tasks, and update processes based on execution feedback.
• Define the team's long-term operational roadmap around product launches, TLD migrations, and registry system enhancements.
• Use tools to automate repetitive tasks and improve reporting mechanisms.
• Coordinate cross-functionally to complete registry operations and maintain requester satisfaction.
• Plan operational projects, follow up on dependencies, and review customer documentation, communications, and project plans.
• Partner with Product and Engineering leads on bug fixes, feature requests, and workflow automation informed by team trends.

Team leadership and talent management

• Lead and manage a global Business Operations team located in Toronto and Dublin.
• Serve as the primary liaison between Business Operations and Account Management, Technical Support, Revenue Operations, Product, Engineering, and departmental leadership.
• Hire, onboard, mentor, coach, and manage performance; evaluate capacity through KPIs, conduct progress check-ins, and set role standards.
• Build a collaborative work environment, ensure performance expectations are met, and promote company values.

Experience and education

• 10+ years of business operations experience, including 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 and conditions

• Proven ability to build and retain diverse teams, foster an inclusive culture, and delegate responsibilities.
• Excellent communication skills for leading interactions with internal and external stakeholders.
• Ability to manage resources and competing priorities across high-impact initiatives.
• Ability to travel and work across time zones as needed in a global organization; reliable transportation to the workplace.
• The role involves prolonged sitting and computer work and occasional lifting of up to 15 pounds.

Compensation

• The full-time position has a base salary range of CAD $120,000 to $150,000, with flexibility based on experience.
• Additional benefits, discretionary or nondiscretionary bonuses, and long-term incentive plan compensation may be available.
• Actual compensation may depend on qualifications, internal equity, and location.