Services Manager

Job Tittle: Services Manager – Domain Name Industry

Work Schedule Start Time: 7:00 a.m. Pacific Time (PT) .

Work Location: Remote

Job Type: Long Term Contract

Employment Terms: W2 only (no c2c or visa sponsorship)

Job Summary

The Domain Name System (DNS) is a fundamental component of the Internet, enabling users to access online resources through unique domain names. Registries and registrars play essential roles in the domain name ecosystem, supporting domain name registration, management, and resolution. Registries operate the infrastructure and services that support domain names, while registrars provide domain registration services to registrants.

The Company’s Accounts and Services team is responsible for managing relationships, agreements, and contractual obligations with registry operators and registrars. In partnership with operations and other cross-functional teams, the team delivers services and support to these industry participants to facilitate compliance with applicable contractual requirements and service expectations.

The Accounts and Services team is seeking a self-motivated Services Manager to define and document service requirements and support the delivery of services to registry operators and registrars. The ideal candidate will have experience in the domain name industry, with a strong understanding of DNS, domain name registration, registrar accreditation, registry agreements, and registrar agreements. This individual will be detail-oriented, collaborate effectively across functions, and demonstrate a strong aptitude for solving complex problems.

The Services Manager must be able to conduct independent research and analysis while collaborating with internal departments and external partners to diagnose service-related issues, evaluate contractual and operational requirements, and recommend practical solutions. Experience working with registries, registrars, domain registration platforms, contractual frameworks, and related industry processes is highly desirable. The role requires a collaborative approach focused on developing mutually beneficial solutions for the Company, its registry and registrar partners, and the broader Internet community.

Key Responsibilities & Duties

• Define, implement, and manage service requirements in partnership with cross-functional teams.
• Manage exceptions and escalations to service delivery by developing potential solutions and building cross-functional consensus.
• Become the expert for assigned services; understand, represent, and communicate the Company's position on an issue to both internal and external audiences with appropriate guidance from senior staff or supervisor.
• Understand complex issues and compose concise written materials to inform and/or influence internal or external audiences.
• Analyze data to identify and implement improvements to existing services.
• Serve as a liaison for the registry operator and registrar community in the development and implementation of policies or procedures.
• Partner with the operations team to ensure the design and delivery of the service meet the intent of the service definition.
• Participate in and lead cross-functional project teams to drive change.
• Work constructively with other Company departments and the community to implement consensus policy recommendations developed by the community.
• Be an exceptional team player and be comfortable working in a highly diverse, multicultural, and dynamic environment.
• Perform other duties as assigned or requested.

Required Knowledge, Skills, and Abilities

• Utilizes project management skills with experience in managing projects from concept to implementation.
• Strong oral and written communication skills in the English language, with demonstrated ability to effectively inform and influence.
• A creative problem solver with experience negotiating with internal and external partners.
• Experience analyzing and interpreting policy and contractual provisions, including agreements and requirements relevant to domain name registration and registry operations.
• Highly organized and detail-oriented, with the ability to manage work on concurrent projects.
• Demonstrates a strong work ethic and is committed to seeing tasks through to completion.
• Broad knowledge and experience in public policy research and analysis is a plus.
• Commitment to organizational principles of accountability and transparency.

Education and Experience Requirements

Education

Bachelor's degree required; Master's degree preferred in International Relations, Public Policy, or a related field.

Experience

• Minimum of 6 years of experience in a related industry.
• Experience working in the domain name industry is a plus, particularly in environments involving registrars, registry operators, DNS, and domain name registration services.
• Experience working with contracts and legal documents is a plus.

Preferred Industry and Environment Experience

The ideal candidate will bring practical knowledge of the domain name ecosystem and experience working with organizations, services, and contractual frameworks associated with domain name registration. Relevant experience includes:

• Registrars and registry operators: Experience working with domain name registrars, registry operators, registration service providers, or related industry stakeholders.
• Domain Name System (DNS): Familiarity with DNS concepts, domain name infrastructure, and the operational relationships between registries, registrars, and domain name registration services.
• Domain name registration: Understanding of domain registration processes, registrar and registry operations, service delivery models, and the associated operational requirements.
• Registrar accreditation: Familiarity with registrar accreditation processes, eligibility requirements, operational standards, and ongoing contractual obligations.
• Registry agreements: Experience reviewing, interpreting, administering, or supporting registry agreements and related contractual requirements.
• Registrar agreements: Experience reviewing, interpreting, administering, or supporting registrar agreements, including service obligations, compliance requirements, and contractual provisions.
• Contract and service management: Experience translating contractual requirements into operational procedures, service definitions, workflows, and measurable service improvements.
• Cross-functional industry collaboration: Experience coordinating with legal, compliance, operations, policy, technical, and external stakeholder teams to resolve issues and improve service delivery.

Candidates with experience managing relationships between registries and registrars, interpreting domain industry agreements, supporting accreditation or contractual compliance processes, and improving services within a DNS or domain registration environment will be particularly well suited to this role.