Program Management Manager

Summary

Join Squarespace as a Customer Operations PMO People and Program Manager! You will oversee projects and programs, collaborate with various teams (Product, Engineering, Operations), and drive improvements in customer experience and team scaling. This hybrid role, based in NYC or remotely in an approved US location, reports to the Director of Support Platforms. You'll manage a team of project and program managers, manage the PMO portfolio, communicate progress, develop efficient processes, and prioritize initiatives. You'll also personally manage projects and partner with cross-functional teams to enhance Customer Operations efficiency.

Requirements

• Minimum 5 years of project management experience, related to software, web technology, or business systems
• Minimum 2 years of managing a team of project managers
• Expertise in JIRA, or relevant tracking tools
• Analytical experience using KPI measurement to improve workflows
• Ability to handle multiple competing priorities in a fast-paced environment
• Comfortable with scrum methodology, program management methodologies and ability to drive process efficiencies
• 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

Responsibilities

• 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 with Customer Operations leadership
• Develop 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

Benefits

• 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)