• Lead the strategy and execution of multi-jurisdictional regulatory and compliance reporting suite • Write and run SQL queries to validate report logic and identify root causes • Collaborate with Compliance and Legal to interpret regulatory requirements • Partner with Data Engineering and Platform teams to maintain data quality • Monitor regulatory changes and lead corresponding updates to logic, format, and pipeline dependencies

• Create project plans, defining scope, schedule, budget, resources and success metrics; • Identify risks and critical dependencies and define mitigation strategies; • Align objectives, deliverables and expectations with internal and external stakeholders; • Establish project governance, defining meeting cadences, responsibilities and monitoring indicators; • Monitor project execution, tracking schedule, cost, scope and quality metrics; • Lead project follow-up meetings and governance rituals, documenting decisions and required adjustments; • Facilitate resolution of impediments and conflicts among participating teams; • Ensure deliverables are completed according to plan and defined quality standards; • Build and maintain the product roadmap aligned with the organizational strategy; • Define, prioritize and maintain the product backlog with clear acceptance criteria; • Translate customer needs and business requirements into epics, user stories and functional requirements; • Review and refine the backlog in collaboration with technical and business teams; • Collaborate with UX/UI teams to define the user experience, ensuring customer-centric solutions; • Serve as the primary point of contact between business areas, technology, vendors and other stakeholders; • Facilitate communication across multidisciplinary teams, ensuring transparency and alignment; • Produce status reports and executive presentations for leadership and the board; • Ensure continuous alignment between organizational strategy and project execution; • Perform market analyses, track trends and benchmark against industry solutions; • Conduct customer and user research to identify needs, pain points and opportunities; • Map personas and customer journeys to guide product decisions; • Analyze data and metrics to validate hypotheses and support initiative prioritization; • Conduct outcome evaluations comparing deliveries to planned objectives; • Document lessons learned and best practices for future projects; • Contribute to the evolution of organizational maturity in project and product management; • Propose improvements to processes, methodologies and management tools.

Role Description We are seeking a strategic Support Platform Manager to ensure our global support infrastructure is robust, dependable, and perfectly aligned with our operational use cases. In this role, you will lead a team of Systems Administrators and Systems Engineers dedicated to maintaining the high availability and functional integrity of our communication channels and core tools. You will serve as a vital technical conduit, bridging the gap between Support Operations and our Engineering and Product teams to ensure our technology stack evolves with our business requirements. The ideal candidate is a hands-on leader with deep expertise in the Zendesk ecosystem and a commitment to systems reliability. You will be responsible for defining technical standards, managing vendor relationships, and collaborating with partner teams such as Data Engineering, Security, and Product to ensure our support platform is mature, efficient, and scalable. You'll Get To... - Direct a high-performing team of Systems Engineers and Administrators, overseeing the end-to-end management of omnichannel communication platforms and enterprise integrations. - Institutionalize rigorous documentation standards for system architectures, integration workflows, and internal tooling to ensure continuity and technical transparency. - Standardize departmental frameworks for task prioritization, project lifecycle documentation, and progress tracking to optimize team velocity and output. - Institute mature practices for system configuration lifecycle management, including monitoring, traceability, versioning, and rollback protocols to ensure platform stability. - Define and monitor platform success metrics, translating operational indicators and market trends into actionable insights that validate customer value and technological ROI. - Collaborate closely with Product and Engineering partners to influence roadmap development and maintain the long-term integrity of support features. - Synthesize feedback from internal and external stakeholders to engineer iterative improvements, ensuring our support solutions remain modern and competitive. Qualifications - 5+ years of dedicated ownership and administration of enterprise business tooling, with a specialized focus on high-growth technology environments. - 2+ years of experience leading technical teams, fostering cross-functional collaboration, and mentoring talent within systems administration disciplines. - Deep technical fluency in contact center infrastructure, with advanced proficiency in the Zendesk ecosystem and its associated marketplace integrations. - Proven track record of architecting integrations between contact center software, enterprise CRMs (e.g., Salesforce), and internal data warehouses to ensure a "single source of truth." - Expert-level ownership of business process design, paired with a rigorous approach to diagnosing and resolving complex software performance issues. - Demonstrated ability to navigate operational bottlenecks by deploying creative, scalable, and data-driven solutions. - Adept at aligning with stakeholders across the organization to drive business process management (BPM) initiatives and large-scale project delivery. - Hands-on experience leveraging APIs to extend system functionality and a successful history of bringing new technical offerings or services to market. 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 - Retirement benefits with employer match - Flexible paid time off - 12 weeks paid parental leave and family care leave - $100 per month remote Stipend - Access to supplemental insurance plans for additional coverage - Education reimbursement - Employee donation match to community organizations - 7 Global Employee Resource Groups (ERGs) Company Description 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 1,700 is headquartered in New York City, with offices in Dublin, Ireland, and Aveiro, Portugal.

• Lead the strategy and development of our Doctor-Facing Design Interface. • Define the roadmap for the doctor facing Design product—evolving our 1st-party internal design software into a doctor-friendly interface that feels intuitive. • Deeply understand the workflows of our internal design workforce to identify which "levers" of the CAD process should be exposed to doctors for influence. • Serve as the connective tissue between CAD Engineering, ML, UX Design, and Manufacturing to ensure "what the doctor sees is what gets printed." • Conduct customer discovery, market research, and competitive analysis to inform roadmap decisions and identify opportunities to innovate. • Manage the full product lifecycle, from ideation to launch and iteration, in a highly agile and collaborative environment. • Use data and qualitative insights to measure impact, communicate results, and continuously refine the product direction.