Senior Registrar Operations Lead

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Escalations & Tech Operations

• 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.

UDRP, Compliance & Legal Collaboration

• 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.

Abuse & Security Operations

• 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.

Operational Oversight & Process Excellence

• 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.

Cross-Functional & External Collaboration

• Serve as a primary point of contact between Registrar Operations and registries, resellers, and other external partners.