Senior Registrar Operations Lead

This is a fully remote position, open to applicants in New York.

📋 Description

• Serve as the senior escalation authority for intricate, high-stakes domain-related customer issues, collaborating closely with Customer Support, Security, and Engineering to ensure prompt and accurate resolutions.

• Utilize hands-on expertise in gTLDs and ccTLDs, high-value and expired domain workflows, DNS, EPP, REST APIs, and registry platforms to directly investigate and resolve issues.

• Conduct root-cause analysis on problems and provide clear guidance and recommendations.

• Act as a subject matter expert and consultant to internal teams on domain-related matters, workflows, and best practices.

• Function as the internal authority on UDRP cases and registry compliance issues, closely partnering with Legal and external registries to manage disputes and enforcement actions.

• Maintain a comprehensive understanding of ICANN policies and regulations, including ICANN RAA, GDPR, and abuse-related requirements.

• Monitor and support compliance initiatives to ensure registrar operations are in line with evolving policy and contractual obligations.

• Collaborate closely with internal Security and Trust teams on identifying, escalating, and mitigating domain abuse.

• Assist in defining and enhancing operational processes related to DNS abuse management, reporting, and registry coordination.

• Contribute to operational controls and safeguards that protect customer domain portfolios and minimize risk.

• Streamline and continuously enhance registrar operational workflows across registry communications, escalations, and lifecycle management.

• Oversee critical operational workstreams including registry access management, contractual updates, finance-related workflows, and registry account governance.

• Identify operational deficiencies and collaborate with Product and Engineering to drive automation and scalability improvements.

• Act as the primary liaison between Registrar Operations and registries, resellers, and other external partners.

• Establish robust working relationships with leadership in Product, Engineering, Finance, Legal, Security, and Customer Support.

• Represent Squarespace professionally and effectively in registry and industry-facing discussions when necessary.

⛳️ Requirements

• Over 10 years of experience in the domain industry, registrar operations, customer support escalation, or compliance-focused roles.

• Extensive expertise in domain lifecycle management across gTLDs and ccTLDs, including registry interactions and operational intricacies.

• Comprehensive knowledge of ICANN policies, UDRP processes, GDPR considerations, and domain abuse management.

• Practical experience with EPP, REST APIs, DNS, and registry platforms, including log and transaction analysis.

• Proven capability to manage complex operational workflows and compliance initiatives with precision and sound judgment.

• Demonstrated ability to collaborate with Engineering to minimize manual operations through tools and automation.

• Exceptional communication and leadership skills, with the ability to work effectively across technical, legal, and operational teams.

🏝️ Benefits

• A choice between medical plans with an option for 100% covered premiums

• Fertility and adoption benefits

• Access to supplemental insurance plans for additional coverage

• Headspace mindfulness app subscription

• Global Employee Assistance Program

• Retirement benefits with employer match

• Flexible paid time off

• 12 weeks paid parental leave and family care leave

• Pretax commuter benefit

• Education reimbursement

• Employee donation match to community organizations

• 7 Global Employee Resource Groups (ERGs)

• Dog-friendly workplace

• Free lunch and snacks

• Private rooftop

• Hack week twice per year