Manager, Program Management (Customer Operations)

As both a people and program manager for a Customer Operations PMO, you'll oversee projects and programs delivering support features and improvements, and collaborate with Product, Engineering, and Operations to drive substantial improvements to both the customer experience and our Customer Operations team as we scale.

This role reports into our Director of Support Platforms and can be based remotely or in our Dublin, Ireland office. 

You'll Get To… 

• Manage a team of project and program managers, coaching and enforcing project methodology, resolving blockers, and facilitating team development
• Manage the portfolio of the PMO as a whole, balancing the workload of team members, and being responsible for overall delivery
• Communicate progress, interdependencies, and change management needs regularly with Customer Operations leadership
• Develop and maintain a system of tools, processes, and practices that ensure a smoothly running project delivery team
• Collaborate with Customer Operations leadership to prioritize initiatives and manage resources throughout the project lifecycle - from requirements and planning, to rollout and measurement
• Reserve bandwidth to personally manage projects, and to step in and assist in managing your team members' projects as needed
• Partner with cross-functional teams such as Engineering, Product, Analytics, Design, and Operations to improve Customer Operations efficiency

Who We're Looking For 

• Minimum 5 years of project management experience, ideally related to software, web technology, and/or business systems
• Minimum 2 years of managing a team of project managers
• Expertise in JIRA, or relevant tracking tools
• Analytical and proven success using KPI measurement to improve workflows
• Outstanding verbal and written communication
• Strong interpersonal skills with the ability to influence without authority
• Ability to handle multiple competing priorities in a fast-paced environment
• Comfortable with scrum methodology, program management methodologies and ability to drive process efficiencies
• Exceptional ability to track, mitigate risk, manage complex processes, and a desire to collaborate with multiple teams and multiple projects.
• A natural strategic problem-solver. You are comfortable with ambiguity and overcoming impediments to deliver

Benefits & Perks

• Health insurance with 100% covered premiums for you and your dependent children
• Fertility and adoption benefits
• Headspace mindfulness app subscription
• Global Employee Assistance Program (available January 2025)
• Retirement benefits with employer match
• Flexible paid time off
• Up to 20 weeks of paid family leave
• Commuter benefit in the form of reduced tax
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)
• Free lunch and snacks
• Close proximity to cultural landmarks such as Dublin Castle and St. Patrick's Cathedral

About Squarespace

Squarespace is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity and creating and managing social media presence with Bio Sites and Unfold. Our team of more than 1,500 is headquartered in bustling New York City, with offices in Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit www.squarespace.com/about/careers.

Our Commitment

Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customer base, but we also strive for the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

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