Operations Documentation & Communications Specialist

The Operations Specialist II (Ops-II) is an integral part of the Operations Team and a lead resource for registry Product, Support, Account Management and Sales. This position takes ownership and works alongside the technical, policy, sales, and operational organizations to optimize Customer Experience, Communications, Documentation and Operational Efficiency for overall Support services and more specifically within registry operations infrastructure. Responsibilities include creating and maintaining the documentation and knowledge used by the Registry Support and Operations team(s). In addition, the Ops-II works as a member of the customer quality assurance team with knowledge and experience to support and provide training and coaching articles for all cases and inquiries, both technical, accounts and billing related. The Ops-II will also coordinate, write, edit, manage, and publish content and publish both internal and external communications for the Operations and Support department. The Ops-II will work with a variety of different stakeholders, from marketing to product to sales ensuring that team members have access to the information needed to do their jobs effectively. This position may be required to work weekends and evenings. Key Areas of Responsibility Documentation & Contract Management

• Oversee Registry technical documents to ensure a cohesive voice representing the business and its message within the direction of established brand and marketing materials.
• Responsible for creating and maintaining registry operational, support and certain product documents and filing and storage.
• In charge of training materials based on new or updated technical documents and Support team ongoing Learning and coaching for Quality Assurance
• Responsible for Knowledge style guides, article writing, and approval oversight of team submitted articles for knowledge training and development within Support platform (Salesforce)

• follow the same tone of voice.
• follow the style guide and template.
• publish on time.
• maintain the proper structure.
• get archived as needed, and new get uploaded.

• Maintain records for correspondence and documentation in relation to established contracts and those in progress.
• Communicate and present information to stakeholders about all contract-related matters.
• Consolidates data and communicates information, pertaining to timeliness of the procurement action process, purchase order delivery status and other procurement statistics.
• Assists in performing contract reporting and administration functions such as preparing reporting templates, inputting operational and statistical data points, managing reporting repositories for Account Management team members.
• Performs contracting support functions such as assembling and maintaining contract files/packages, processing and maintaining the contract repositories.
• Maintains required records of contracting activities/actions.

• Develop effective Registry Operations communication strategies and procedures inclusive of maintaining the Support and Operations notification calendar schedule.
• Manage and develop internal Support and Operations communications (memos, newsletters etc.)
• Manage and develop external Support, Accounts and Operations customer communications (service notices, general notices, migration notices, etc.)
• Collaborate with marketing, product, compliance, support and operations team members to produce copy for email, online or templated customer communications.
• Participate as part of the Incident Management team for internal and external customer communications.
• Assist in communication of strategies or messages from senior leadership

• Assist operations by tracking, documenting, and reporting quality scorecard metrics as well as CSR KPIs
• Participate in the development or updating of procedures for capture, investigation, and documentation of complaints
• Provide training and support to CSR, leads, and quality assurance team members that covers systems, policies, procedures, and core processes
• Develop and report to leadership team(s) on metrics, statistics and documentation, knowledge, and support KPIs on a weekly, monthly, or other basis as needed

• College Degree or equivalent experience with a specific focus in English, Communications, Public Relations
• Minimum 1 year professional technical writing experience
• Demonstrated customer support experience and understanding required
• Strong clear verbal and written communication and presentation skills required
• Strong Customer Relationship Management (CRM) strategy and service ethic
• Excellent interpersonal skills and able to communicate with a wide range of internal team members and external clients
• Experience in copywriting and editing
• Solid understanding of project management principles
• Working knowledge of MS Office; photo and video-editing software is an asset
• Excellent communication (oral and written) and presentation skills
• Proficient command of Global (International) English
• Excellent analytical, research, numeracy and problem-solving skills.
• Strong decision-making skills and the ability to take the lead
• Ability to handle customer escalations
• Ability to explain complex information in simple terms and deliver clear and concise client recommendations
• Ability to multitask and leverage escalation procedures.
• Salesforce or similar ticketing system experience.
• Proficient in PowerPoint for slide creation and editing
• Proficient in Excel including pivots and reporting as needed
• Experience working with different departments such as marketing, product managers, developers, and customer service.
• Excellent research skills to verify and review documents.
• Excellent data entry and detail-oriented abilities.