Policy Program Manager

Job Summary

The Policy Program Manager will support the VP, Strategic Policy Management, to manage the function's transition from legacy programs to ICANN's CRM platform and serve as the CRM lead in the function's use of the CRM in day-to-day operations. Working with the Senior Program Manager, the position will act as the primary translator and relationship manager between the function and the organization's Engineering and Information Technology (E&IT) team. The position will be responsible for business requirements gathering, ensuring data integrity during migration, and building the reporting infrastructure needed to measure functional success.

The Policy Program Manager will also work with the Senior Program Manager to manage projects, programs, and operating activities within the Policy Development Support function, to ensure that resources are allocated and prioritized in alignment with the ICANN organization’s strategic, financial, and operating plans.

The role will also represent the function in cross-functional teams for the development, deployment, and maintenance of practical service solutions to support the operations of the Supporting Organizations, Advisory Committees, and community structures serviced by ICANN’s Policy Development Support function and assist the Senior Program Manager with data analysis and reporting as required.

This position will report to the VP, Strategic Policy Management within ICANN's Policy Development Support function.

Key Responsibilities

Managing functional deployment and ongoing administration of the CRM platform, including:

• Gathering and defining business requirements, and working with the E&IT team to reflect them in clear technical specifications and user stories
• Ensuring data integrity during and after platform migration, cleansing data, and maintaining a robust data governance framework
• Change management, including developing and maintaining user manuals and related documentation
• Building and publishing reports, metrics, and dashboards to track stakeholder engagement and participation in policy making globally across each of ICANN's Supporting Organizations and Advisory Committeess
• Supporting the VP, Strategic Policy Management, and Senior Program Manager to ensure that functional projects and programs are executed in line with available resources and timelines, including developing dashboards and sharing best practices across the function
• Other projects and activities as assigned.

Required Knowledge, Skills, and Abilities (KSAs)

• Experience with Salesforce or other CRM platforms required
• Experience with business intelligence, mapping (e.g., Lucid, Visio) and data visualization tools (e.g., Excel, Tableau) required
• Data analytics experience a strong plus
• Knowledge of Agile/Scrum frameworks and the software development lifecycle a strong plus
• Familiarity with Enterprise Resource Planning (ERP, e.g., SAP or Oracle) a plus
• Strong writing, communication, and presentation skills required
• Strong computer skills, including word processing software, spreadsheets, and online collaborative tools (such as Microsoft Office, Google Apps (G Suite), and the Zoom platform) required
• Strong organizational and time management skills, demonstrated professional judgement, and proven ability to deliver high-quality work against tight timelines required
• Knowledge of ICANN and the domain name industry required
• Experience working within a globally diverse team and with emote office environments required

• Experience working in international governmental or non-governmental organizations a plus

Education and Experience Requirements

• Bachelor's degree in business or a related discipline
• Minimum of 8 years' progressive experience in related fields or 5 years’ experience in CRM operations
• Certifications demonstrating advanced proficiency with relevant platforms and tools strongly preferred
• Project Management Professional (PMP) qualification a strong plus

Working Conditions & Physical Requirements

• Remote/flexible location
• Ability to travel without restrictions globally, frequently and on limited notice