Manager, Partner Operations

What You'll Do

• Team Leadership & Operational Management
  • Lead, coach, and develop a global team, including performance management, prioritization, accountability, and professional development.
  • Drive operational consistency, communication standards, and execution expectations across the function.
  • Support workload balancing, resource coordination, and operational decision-making across the team.
  • Provide guidance and support to team members navigating complex partner situations, delivery challenges, and escalations.
  • Foster a high-accountability, collaborative, and solutions-oriented team culture.
• Partner Delivery & Escalation Management
  • Act as a senior escalation point for partner, customer, and delivery-related concerns, helping drive timely and effective resolution.
  • Support the team in managing partner accountability, delivery risks, operational blockers, and implementation-related challenges.
  • Build strong working relationships with partners and internal stakeholders to support successful delivery outcomes across the partner ecosystem.
  • Reinforce operational expectations, implementation methodologies, and delivery best practices across partner engagements.
  • Maintain a suite of tools that provide visibility / dashboarding across partner onboarding activities, active engagements, escalations, and operational health indicators.
• Cross-Functional Coordination & Operational Execution
  • Help identify operational gaps, recurring delivery issues, process inefficiencies, and scaling challenges across the partner ecosystem.
  • Work functionally with Partner Success to drive continuous improvement initiatives focused on delivery coordination, onboarding effectiveness, operational consistency, and partner experience.
  • Support reporting, governance activities, operational reviews, and delivery visibility across the Services organization.
  • Help ensure the function scales effectively as the partner ecosystem and services organization continue to grow globally.

Requirements

• A strong people leader who can coach, develop, and hold teams accountable in fast-paced operational environments.
• Calm and confident under pressure, with the ability to manage difficult conversations, escalations, and competing priorities professionally.
• Operationally minded, with strong organizational judgment and the ability to bring structure and consistency to evolving environments.
• Skilled at balancing relationship management with accountability and execution.
• Comfortable operating independently with limited oversight while collaborating effectively across global teams.
• Adaptable, pragmatic, and solutions-oriented, with strong follow-through and decision-making capability.
• A strong communicator who can build credibility with partners, leadership, and cross-functional stakeholders.

Experience & Qualifications

• 5+ years of experience in delivery operations, services operations, implementation management, partner operations, or similar customer-facing operational leadership roles.
• Proven experience leading and developing partner, customer-facing, or operational teams in SaaS, technology, or professional services environments.
• Experience managing escalations, operational risk, and complex stakeholder situations involving partners, customers, and cross-functional teams.
• Strong experience coordinating operational delivery activities across multiple concurrent engagements and stakeholders.
• Demonstrated ability to drive accountability, operational execution, and process consistency in fast-moving environments.
• Strong communication, organizational, leadership, and problem-solving skills.