Manager, Business Operations

The Manager, Business Operations is responsible for planning resource allocation for the Business Operations department (working with the VP of Product and Engineering) as well as managing its day-to-day operations. The successful candidate must be able to proactively manage the priority of various incoming requests from various internal and external stakeholders and ensure that operational activities of the Identity Digital Registry are carried out in a timely manner with a high level of quality.

This role reports to the Vice President, Product & Engineering.

• Streamline internal workflows, set clear standard operating procedures (SOPs) for high-priority Registry tasks, and drive continuous process updates based on execution feedback
• Execute on the long-term operational roadmap for the Business Operations team by managing daily workflows and ensuring project milestones are met for product launches, TLD migrations, and registry system enhancements
• Leverage tools to automate repetitive tasks and design better reporting mechanisms
• Work cross-functionally to ensure the successful completion of Registry operations and maintain high requester satisfaction
• Create and review plans for operational projects, and follow up regularly with cross functional team members where dependencies exist
• Review the team’s deliverables such as customer documentation, customer communication and project plans and provide feedback
• Lead and manage a global team of Business Operations staff located in both Toronto and Dublin
• Act as the primary liaison between Business Operations and departmental leadership across the company including Account Management, Technical Support, Revenue Operations, Product and Engineering
• Work directly with Engineering and Product leads to advocate for system bug fixes, feature requests, and workflow automation based on trends identified by the Biz Ops team
• Cultivate a positive, collaborative work environment that models Identity Digital values
• Participate in the full talent lifecycle: hiring, onboarding, mentoring, coaching, and performance management
• Evaluate team capacity via KPIs, hold regular progress check-ins, and ensure the department has the optimal talent mix
• Set role standards and ensure the team meets performance expectations
• Actively models and promotes Identity Digital’s core values through day-to-day interactions, leadership behaviors, and decision-making
• Other duties as assigned

• 5-7 years of business operations, technical operations, or related experience
• 1-3 years of experience in a team lead, supervisory, or management role.
• Bachelor's degree in Computer Science, Information Technology Management, Operations, or equivalent experience
• Knowledge of the domain name industry and its processes is a strong asset

• Team Supervision &
  
  Coaching:
  
  Proven ability to manage daily team workflows, monitor performance, and provide constructive feedback and coaching to direct reports
• Stakeholder
  
  Collaboration:
  
  Clear and effective communication skills to collaborate with internal stakeholders and ensure operational dependencies are met (e.g., TLD import, promotion configuration)
• Task Prioritization:
  Strong attention to detail with the ability to manage competing priorities, ensure tasks are completed accurately, and hit operational deadlines
• Global Flexibility:
  Ability to travel and work across time zones as needed within a global organization
• Reliable transportation to the workplace

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times

The base salary range…