Operations and Compliance Specialist

JOB SUMMARY                                                                                                                 

This is a dual capacity position with the ideal candidate possessing excellent organizational and contracts management skiills, but monitoring an off-site technical operations and customer support team. . 

As lead of Compliance, this position directscorrespondence with clients  and works with the in-house legal department to coordinate contractual compliance requirements with the industry governing body, ICANN.  In the Operations role this position is responsible for the oversight of a technical operations team.  Ideal candidate need not have experience with ICANN or technology, but should have ability and willingness to learn necessary skills.  Candidate will not be expected to provide technical support, but must be able to monitor technical team and ensure that support standards are maintained. . 

This position must balance monitoring contractual compliance as well as monitoring and facilitating customer ramp-up and support .

 ESSENTIAL DUTIES AND RESPONSIBILITIES                                                       

Operations Responsible for oversight of all contractual compliance issues and liaison with in-house legal counsel where appropriate.  Ensure customer support standards are maintained by overseeing technical support team Manage schedules and compliance requirements for major corporate initiatives and product releases. Assist with the submission of customer support service requests Provide weekly and monthly status reports to internal management Monitor and manage Technical Support’s level of support of customers Manage contractual compliance with ICANN governing regulatory organization Willingness to participate as team member and to support other related corporate functions as necessary.

 

 ADDITIONAL DUTIES AND RESPONSIBILITIES                                                      

Other projects and duties as assigned

 SUPERVISION RECEIVED AND EXERCISED                                                                       

Position works under minimal supervision.

 MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS                              BA/BS in Business or related degree strongly preferred.  Paralegal certificate with strong grades and/or strong performance history is a plus. Project management experience strongly preferred. Registry or domain name  related industry experience preferred, but not required.

 KNOWLEDGE, SKILLS, AND ABILITIES REQUIREMENTS                                                Exceptional listening, probing and discovery skills. Excellent interpersonal, organizational and time management skills. Ability to work independently in a fast-paced dynamic environment. Ability to multi-task and handle numerous requirements at one time.  Must be able to deal effectively with customers while managing the registry contract requirements.

 INTERNAL AND EXTERNAL CONTACTS                                                                 

The of Operations & Compliance  Specialist regularly interfaces with PIR employees, customers, ICANN staff,  other users in the Internet community, and external Industry management and staff.

 

PHYSICAL REQUIREMENTS                                                                                         

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·         Ability to access information using a computer for up to 4 hours at a time.

·         Requires sitting at desk for long periods of time.

·         Up to 5% travel may be required.

 

OSH Act                                                                                                                               

The Manager of Operations & Compliance is not to handle any human body fluids, biological agents, laboratory chemicals, or be exposed to hazardous materials such as noise, asbestos, or carcinogens.

 

EOE