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 New York City 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
A choice between medical plans with an option for 100% covered premiums
Health Savings Account with Squarespace funding
Fertility and adoption benefits
Supplemental Insurance plans
Headspace mindfulness app subscription
Global Employee Assistance Program (available January 2025)
Retirement benefits with employer match
Flexible paid time off
20 weeks for parental leave and up to 12 weeks to care for an ill family member
$100 per month remote Stipend
Access to supplemental insurance plans for additional coverage
Education reimbursement
Employee donation match to community organizations
6 Global Employee Resource Groups (ERGs)
Cash Compensation Range: $135,500 - $239,200 USD
The base salary for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors.
In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), Squarespace employees are eligible to receive an incentive award as part of their total compensation.
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.#LI-REMOTE #LI-BW1
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