Program Operations Lead

Squarespace•New York City, NY

2d•Hybrid

About The Position

Squarespace’s Channel Partner team drives growth through a network of creative professionals and agencies who use our platform to create online presences for their clients. We execute on our mission through our world-class partner program, Squarespace Circle, and by providing products and experiences that support, empower, and complement our 100,000 partner community. As our program and community expand, we’re looking for an Operations Lead to join the team to oversee both day to day partner program operations and the management of several key workstreams. You will work hybrid in our NYC Headquarters office and report to the Senior Team Lead, Channel Partner Program.

Requirements

4-6+ years of experience in operations, program management, or a related role focused on channel or partner ecosystems.
Proven expertise in strategic program design and execution, added bonus if you have experience specifically driving revenue-focused programs (e.g., referral/subscription).
Deep operational management skills, including the ability to design efficient, scalable, end-to-end processes for programs and manage complex issue triage and resolution.
Experience in lifecycle management for a platform or marketplace, focused on reducing friction and improving onboarding, management, and success metrics for external partners.
Strong quantitative and qualitative analytical abilities, with experience synthesizing complex data (from surveys, forums, etc.) into actionable content and strategic recommendations for leadership.

Responsibilities

Drive the strategy and evolution of revenue-driving partner program benefits (partner referral and subscription referral).
Manage the end-to-end operations of referral programs, including designing efficient triage processes for escalated issues and systematically implementing program updates.
Optimize the Squarespace Marketplace operations, focused on reducing friction and increasing success metrics across the Expert onboarding, management, and engagement lifecycle.
Lead the identification and implementation of scalable process improvements, leveraging AI solutions to close operational gaps and boost team capacity.
Synthesize trends from surveys, forums, and feature request boards in collaboration with colleagues to accelerate the creation of actionable content and business insights.
Oversee community feedback operations, including the execution and analysis of the quarterly feedback survey, translating quantitative and qualitative data into strategic recommendations.
Communicate strategic, high-elevation read-outs to diverse cross-functional leadership, ensuring community input is a catalyst for the evolution of the Circle program and broader product/platform experience.
Conceptualize and launch new programs, benefits, or initiatives that result in measurable increases in member engagement, activation, and satisfaction, with a focus on meticulous process documentation and iteration.