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.

• Define and execute the product roadmap for Corporate Functions Enterprise AI spanning Finance, Legal, and HR use cases. Establish clear priorities, milestones, and success metrics that align with business objectives and drive measurable operational improvements. • Lead cross-functional product development across multiple corporate functions, balancing the needs of financial operations, legal efficiency, and HR productivity within a unified platform strategy. • Build AI-powered financial operations tools that help Finance teams work more efficiently through intelligent automation of invoice and billing processing, expense management, financial reporting, and analytics. • Deliver intelligent insights and analytics that surface anomalies, forecasting recommendations, budget optimization opportunities, and automated reconciliation to accelerate financial close and improve decision-making. • Design workflow automation for financial processes including accounts payable/receivable, procurement workflows, audit preparation, and financial planning & analysis. • Lead the development of AI-powered legal products that increase legal team productivity through intelligent contract review, clause extraction, compliance tracking, and legal research automation. • Drive efficiency in legal operations through conversational AI for legal queries, automated contract generation, risk assessment tools, and intelligent routing of legal requests. • Create intelligent HR operations tools including AI-powered recruiting assistance, candidate screening automation, interview scheduling, and applicant tracking system integrations. • Design employee experience products that automate onboarding workflows, benefits administration, HR ticket deflection, policy guidance, and employee self-service capabilities. • Build HR analytics and insights for workforce planning, retention risk identification, performance management support, and organizational health metrics. • Leverage the Enterprise AI platform to build agentic solutions using multi-agent architecture, knowledge retrieval, workflow automation, and LLM-powered reasoning tailored to each corporate function. • Integrate with enterprise systems including Workday, NetSuite, DocuSign, contract management platforms, HRIS systems, and internal Twilio tools to deliver seamless, embedded AI experiences. • Partner with Engineering, Data Science, and AI/ML teams to operationalize models, build production-grade products, and ensure scalability, reliability, and performance across all corporate function use cases. • Collaborate with corporate function leadership across Finance, Legal, and HR to understand their strategic priorities, operational challenges, and success metrics. Translate these into product requirements and clear roadmaps. • Drive adoption and enablement by working directly with end users, training teams on new AI capabilities, gathering feedback, and iterating on product experiences. • Measure and communicate impact through clear metrics on productivity gains, efficiency improvements, cost savings, and business outcomes driven by AI products.

• Shape the future of Twilio’s Product Management org by crafting and delivering a bold talent strategy • Spot opportunities through consultative, data-driven discovery efforts • Partner with executive clients to create durable, pro-active talent strategies • Designing and deploying high-impact talent programs • Partnering with HR CoEs to ensure your clients extract max value from enterprise programs • Supercharging your work by leveraging AI tools to move faster, work smarter, and create space for deeper strategic work