Senior Registrar Operations Lead

Job Description: Act as the senior escalation owner for complex, high-impact domain-related customer issues, working closely with Customer Support, Security and Engineering to ensure timely, accurate resolution. Apply hands-on expertise across gTLDs and ccTLDs, high-value and expired domain workflows, DNS, EPP, REST APIs, and registry platforms to investigate and resolve issues directly. Perform root-cause analysis on issues, and provide clear guidance and recommendations. Serve as a subject matter expert and advisor to internal teams on domain-related cases, workflows, and best practices. Act as the internal expert on UDRP cases, and registry compliance matters, partnering closely with Legal and external registries to manage disputes and enforcement actions. Maintain a deep understanding of ICANN policies and regulations, including ICANN RAA, GDPR, and abuse-related requirements. Monitor and support compliance initiatives to ensure registrar operations align with evolving policy and contractual obligations. Partner closely with internal Security and Trust teams on domain abuse identification, escalation, and mitigation efforts. Help define and improve operational processes related to DNS abuse handling, reporting, and registry coordination. Contribute to operational controls and safeguards that protect customer domain portfolios and reduce risk. Streamline and continuously improve registrar operational workflows across registry communications, escalations, and lifecycle management. Oversee key operational workstreams including registry access management, contractual updates, finance-related workflows, and registry account governance. Identify operational gaps and partner with Product and Engineering to drive automation, and scalability improvements. Serve as a primary point of contact between Registrar Operations and registries, resellers, and other external partners. Build strong working relationships with Product, Engineering, Finance, Legal, Security, and Customer Support leadership. Represent Squarespace professionally and effectively in registry and industry-facing conversations when needed. Requirements: 10+ years of experience in the domain industry, registrar operations, customer support escalation, or compliance-focused roles. Deep expertise in domain lifecycle management across gTLDs and ccTLDs, including registry interactions and operational nuances. Strong working knowledge of ICANN policies, UDRP processes, GDPR considerations, and domain abuse management. Hands-on experience with EPP, REST APIs, DNS, and registry platforms, including log and transaction analysis. Proven ability to manage complex operational workflows and compliance workstreams with precision and sound judgment. Proven ability to partner with Engineering to reduce manual operations through tooling and automation. Excellent communication and leadership skills, with the ability to collaborate 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 #J-18808-Ljbffr Squarespace