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.