GDD Services Manager

ICANN; Los Angeles (CA); On-site; USD 90,000 - 115,000; Full time

Benefits offered by this job

Benefits

Health insurance

Retirement plan

Travel opportunities

Job summary

ICANN is seeking a GDD Services Manager to define and document service requirements, support the delivery of these services to registry operators and registrars, and collaborate with cross-functional teams. The ideal candidate will be detail-oriented and capable of diagnosing service issues with senior staff support.

The role demands strong research, policy analysis, and excellent communication in English, with the ability to work in a diverse, international environment and travel as needed.

Qualifications

• Bachelor’s degree required; Master’s preferred in International Relations, Public Policy, or related field.
• Minimum 6 years of experience in a related industry.
• Experience documenting requirements for a product or process.
• Experience managing projects from concept to implementation.
• Fluent English with strong written and spoken communication.

Responsibilities

• Define, implement, and manage service requirements with cross-functional teams.
• Manage exceptions and escalations to service delivery with potential solutions.
• Become the expert for assigned services and communicate ICANN’s position.
• Analyze data and policy to inform improvements to services.
• Serve as liaison with registry operators and registrars on policies.
• Partner with operations to align service design with intent.
• Lead cross-functional project teams to drive change.
• Collaborate with ICANN org departments and the community on consensus policy.

Skills

Requirements documentation

Project management

English communication

Creative problem solving

Policy/contract analysis

Organization

Work ethic

Public policy research

Accountability & transparency

Education

Bachelor’s degree required; Master’s preferred in International Relations or Public Policy

Job description

Job Summary

To reach another person on the Internet, you have to type an address into your computer—a name or a number. That address, a domain name, has to be unique so computers know where to find each other. Registry operators and Registrars are the distribution network for domain names. ICANN’s GDD Accounts and Services team is responsible for managing ICANN's relationships and contracts with registry operators and registrars, collectively ICANN’s contracted parties. In partnership with our operations team, we provide services and support to the global network of contracted parties to facilitate their compliance with their contractual obligations.

Job Summary

To reach another person on the Internet, you have to type an address into your computer—a name or a number. That address, a domain name, has to be unique so computers know where to find each other. Registry operators and Registrars are the distribution network for domain names. ICANN’s GDD Accounts and Services team is responsible for managing ICANN's relationships and contracts with registry operators and registrars, collectively ICANN’s contracted parties. In partnership with our operations team, we provide services and support to the global network of contracted parties to facilitate their compliance with their contractual obligations. The GDD Accounts and Services team is looking for a self-motivated individual to define and document service requirements and support the delivery of these services to the registry operators and registrars. The ideal candidate will be detail-oriented, collaborate effectively with cross-functional teams, and have a strong aptitude to solve complex problems. The GDD Services Manager must be able to conduct independent research and analysis while collaborating with our partners in other departments to quickly diagnose service-related problems and propose recommended solutions. We strive to deliver win-win-win solutions for the contracted parties, ICANN org, and the global 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 ICANN’s position on an issue to both internal and external audiences with assistance 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 and lead cross-functional project teams to drive change.
• Work constructively with other ICANN org 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.
• Other duties as assigned or requested.

Required Knowledge, Skills, And Abilities (KSAs)

• Experience documenting requirements for a product or process.
• 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 with analyzing and interpreting policy and contractual provisions.
• 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

• 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.
• Experience working with contracts and legal documents or managing vendors is a plus.

Languages

• Fluency, both written and spoken, in English is required.
• ICANN is a global organization that values diversity; preference will be given to candidates with demonstrated skills in additional languages besides English.

Working Conditions & Physical Requirements

• International travel may be required to support ICANN-related meetings as requested for lengths of 7-10 days for each trip, approximately three times per year, likely on different continents.
• Comfort level with an international work environment that requires availability at times outside normal business hours, seven days per week.

Targeted Base Salary Low

90,000 + 10% Bonus + Benefits

Targeted Base Salary High

$115,000 + 10% Bonus + Benefits

Note: The salary range provided here is a general estimation for the position at the time of posting based on the primary location. Salary ranges vary based upon geographic regions and countries. Final compensation packages take into consideration of a variety of factors including but not limited to a candidate’s location, work experience, knowledge, skills and other compensable factors.