Operations Manager - Domain Name Registrar

Overview:
Corporate Tools in Post Falls, Idaho is searching for an Operations Manager for Domain Name Registrar Services. This position is vital to support the development of our client facing teams in our Domain Name Registrar space. You will be responsible for your team strategy, hiring, training, performance, quality, employee satisfaction, and accountability processes for all domain registrar related customer service groups. As the Operations Manager of Domain Name Registrar Services, Domains will be your domain.
This job is coded as "Flex" which means the company does not currently require this position to be performed in office.
Wage:
$80,000 - $100,000/year depending on meeting preferred qualifications
Benefits:

• 100% employer-paid medical, dental and vision for employees
• Annual review with raise option
• 22 days Paid Time Off accrued annually, and 4 holidays
  • After 3 years, PTO increases to 29 days. Employees transition to flexible time off after 5 years with the company-not accrued, not capped, take time off when you want
  • The 4 holidays are: New Year's Day, Fourth of July, Thanksgiving, and Christmas Day
• Paid Maternity and Paternity Leave
• Up to 5% company matching 401(k) with no vesting period
• Quarterly allowance
  • Use to make your remote work set up more comfortable, for continuing education classes, a plant for your desk, coffee for your coworker, a massage for yourself... really, whatever
• Open concept office with friendly coworkers
• Creative environment where you can make a difference
• No dumb benefits like free dog walking on the weekends that snobby hipster places have to make you feel cool, but mathematically won't cost the company much money because you won't use it
• Trail Mix Bar --- oh yeah

Responsibilities:

• Develop and implement strategies to drive client success and retention
• Communicate with Domain Registries for day to day solutions
• Oversee and manage the client success team, providing guidance, support, and training as needed
• Monitor client satisfaction levels and proactively address any issues or concerns that may arise
• Analyze customer data and feedback to identify trends and insights, using this information to improve client success processes
• Work with the product development team to advocate for client needs and contribute to product enhancements and updates
• Act as a point of escalation for client issues, resolving conflicts and ensuring a high level of customer service
• Collaborate with other departments to ensure seamless client communication and a cohesive client experience
• Stay updated on industry trends and best practices in client success and incorporate them into the organization's operations
• Identify opportunities for process improvements to streamline client success in all facets

Requirements:

• 5+ years of experience as a leader managing large teams in service delivery environment
• 3+ years of managing a delivery team in the Domain Name industry
• Professional experience in the domain name industry with a solid understanding of domain registration, transfer, renewal, and management processes
• Proficiency in domain management software and systems, including registration platforms, DNS management tools, and WHOIS databases
• Understanding and experience in Domain Registry and Registrar functions
• Strong understanding of ICANN policies and regulations related to domain registration and management
• Solid grasp of technical aspects related to domain infrastructure
• Experience in coordinating with legal teams to handle domain disputes, trademark infringement claims, and other legal matters related to domain names
• Experience working with low to high volume accounts
• Preferred: Experience and familiarity with cPanel and other web hosting tools
• Preferred: Familiarity with domain monetization and aftermarket services is a plus
• Preferred: Experience in handling domain expirations, redemptions, and auctions to maximize revenue opportunities and reduce domain loss rates
• Preferred: Experience in managing partnerships with domain registries, registrars, and other industry stakeholders to enhance service offerings and market reach