Position Description

Manager, GDD Global Implementation
Primary Location Los Angeles
Possible Hiring Locations Los Angeles
Department 0860 - Global Implementation
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Position Summary:

The Manager, Global Implementation will be responsible for managing and administering several processes in support of the department (such as New gTLD Program, ARR, WHOIS ARS, etc.) as well as leading various special projects associated other Global Domains Division (GDD) programs. This position requires strong operational skills and on-going development of subject matter expertise within the assigned area. This position also requires for the individual to lead others in the execution of their processes and in coaching their personal growth. 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:

  • Develops and documents processes and procedures to support service delivery to contracted parties
  • Provides day-to-day operational management of complex processes, and provides guidance and training to other team members and vendors supporting these processes    
  • Coordinates across functions to identify, research, and resolve or recommend solutions to complex issues
  • Identifies opportunities for process improvements and leads process improvement initiatives
  • Collaborates with other ICANN departments to execute processes
  • Coordinate with vendors to ensure that deliverables meet quality and timeliness expectations
  • Leads projects that include participation from ICANN staff and community to gather information. For their respective projects, the Operations Manager will:
  • Identify and define problem; demonstrate understanding of key issues, goals, and challenges
  • Recommend solution to management and work cross-functionally to build consensus among stakeholders
  • Develop plan to execute the project
  • Manage project, 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
  • May lead team and provide guidance to aide decision-making and ensure that ongoing activities are completed successfully
  • Exercise good business judgment and understanding of ICANN community and constituents to make decisions
  • Develop subject matter expertise in areas of assigned responsibility
  • Develop subject matter familiarity in areas of department’s responsibility
  • Responsible for hiring, on-boarding, mentoring, training, performance management, and pay action reviews for assigned staff. 

Use Salesforce.com and other systems:

  • To manage and report on assigned processes
  • Correspond with applicants and other stakeholders to resolve issues.
  • Other duties as assigned or requested


Required Knowledge, Skills, and Abilities (KSAs):

  • Excellent skills in: Written and verbal communication; interpersonal skills; customer focus; attention to detail

Demonstrated ability to:

  • Adapt to new processes, procedures, or situations
  • Review existing processes and propose potential improvements
  • Maximize use of existing tools and processes
  • Proactively identify, address, and solve problems
  • Manage complex processes
  • Participate, lead, or contribute to cross-functional teams
  • Analyze information and propose solutions based on findings
  • Multi-task and project manage with attention to detail in a fast-paced environment
  • Solve complex issues in an ambiguous environment
  • Socialize new ideas across different departments and groups
  • Manage work of a cross-functional project team
  • Mentor/coach junior staff toward growth in their skills, knowledge, and abilities
  • Average/Intermediate skills in: Vendor Management; office productivity software such as MS Office
  • Experience in: Technology, Manufacturing, Logistics, Operations, Finance
  • Other: Interest in the Domain Name industry

Education and Experience Requirements:

  • Bachelor's Degree strongly desired
  • Prior Salesforce experience preferred
  • Minimum 7 years' experience without degree, 5+ years' experience with degree
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