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.

You will be based hybrid in our New York City headquarters or work remotely in an approved US location. You will report into our Director of Support Platforms within Customer Operations.

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 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

Who We're Looking For

• 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

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.

About Squarespace

Squarespace is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity and creating and managing social media presence with Bio Sites and Unfold. Our team of more than 1,500 is headquartered in bustling New York City, with offices in Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit www.squarespace.com/about/careers.

Our Commitment

Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customer base, but we also strive for the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

#LI-REMOTE #LI-BW1

Hello!

Happy Ambassador

Philippines, Full Time, Seasonal (This is a seasonal position for an initial period of 90 days, with the possibility of transitioning to a full-time role based on business needs).

ABOUT BARK:

BARK is a company building products, experiences, and entertainment for dogs and the people who love them. The lasting brand that Disney has built for kids and families, BARK is building for the fast-growing market of dog people.

Our ambition-level is high, the opportunity is huge, and our love for dogs is through the roof! We launched in 2011 with BarkBox, a monthly themed subscription of all-natural treats and clever toys. Since then, we've shipped more than 50 million toys and treats to the dogs across the world and use all of that direct customer feedback to inform new initiatives and ways to make dogs happier.

But what kind of company is BARK? It's a company that has gone to the dogs. We are committed to a culture that is open, inclusive, generous, and enthusiastic — just like our pups. United by this dog-obsession, we embrace diversity of all stripes and spots. If your camera roll is 90% pictures of your dog, you belong here.

At BARK, we know that dogs aren't pets; they're family. Our people – crazy dog people – believe that their dogs deserve the best. The best treats, the best toys, the best seat on the couch. Together, we're driven to be the people our dogs think we are.

WHO WE'RE SNIFFIN FOR:

We are looking for a Happy Ambassador on our Customer Experience team at BARK to provide world class service to dogs and their people. In this role you will offer engaging and genuine experiences through multiple different platforms in a fast paced and evolving environment. A successful Ambassador will be someone who embodies and champions our BARK mission and values, someone who is also dedicated to spoiling and expressing their love for every dog. 

DOODIES:

● Embody BARK values and spirit by leading with a servant’s heart approach to customer and co-workers.
● Respond to customers through multi-level platforms including email, phone, text, chat and social channels in order to support and rapidly resolve issues, exceed expectations, and deliver outstanding customer experiences.
● Use technical skills to navigate multiple systems and platforms to troubleshoot and resolve customer accounts.
● Think creatively and passionately in order to provide world class experiences for our customers.

● Collaborate and share customer insights and feedback to all areas of the business including operations, merchandising, and growth in order to best communicate customers needs to BARK partners.
● Must be motivated and self reliant to effectively manage time and productivity to meet business needs in an open work environment.
We already have an impressive track record when it comes to support, connection and customer experience, so you'll need to help us continue being the most innovative, crazy, dog-lovin team in the world.

REQUIREMENTS:
● A desire to keep our customers insanely satisfied
● A quick and creative problem-solving mind
● Ability to learn and adapt to changing software and platforms
● Excellent writing, typing and verbal communication skills
● A love for chatting with people and developing connections in order to provide high-quality experiences
● Ease and ability of communication by phones, email, chat, text and social platforms
● Empathy, warmth, curiosity, humility and a wicked sense of humor
● MUST LOVE DOGS and their people.

AVAILABILITY:
● Full Time positions available
● Must have availability to work overnight (Philippines time) as well as weekend availability
to best serve our amazing customers. Must be able to work between the hours of 9:30pm-11:00am PHT.