Senior Partner Program Operations Manager

About the role

Appfire is seeking a Partner Program Operations Manager to power the operational engine behind the company's channel partner program. This role is critical for ensuring the program runs smoothly and efficiently.

Responsibilities

• Own tracking, reporting, and analysis of channel program metrics and OKRs, ensuring leadership and stakeholders have timely, accurate visibility into program health and performance.
• Build and maintain dashboards and reporting frameworks that surface actionable insights across partner engagement, program adoption, benefits utilization, and pipeline impact.
• Proactively bring forward analysis and recommendations to enable data-driven decisions on program design, partner investment, and operational improvements.
• Partner with channel leadership to define and refine KPIs as the program scales, ensuring measurement frameworks stay aligned with business objectives.
• Track partner achievement against program tier criteria, maintaining accurate records of partner status, requirements met, and advancement eligibility.
• Maintain accurate records of partner status, requirements met, and advancement eligibility.
• Monitor benefits usage across the partner base, identifying trends in engagement and flagging underutilization or anomalies for follow-up.
• Coordinate with internal teams to ensure benefits are provisioned accurately and on time as partners achieve or change program tiers.
• Manage partner access to the partner portal, including onboarding new partners, provisioning permissions, and handling access changes or deprovisioning.
• Ensure portal access reflects current partner tier and program status, maintaining accuracy as partners join, advance, or exit the program.
• Collaborate with web and content teams to flag operational issues affecting portal usability or partner experience.
• Support program compliance reviews and maintain documentation that enables consistent, auditable program administration.
• Manage the program support ticket queue, triaging and resolving partner-facing issues related to portal access, program status, benefits, and general program inquiries.
• Respond to internal and partner data requests in a timely manner, pulling accurate reporting and program data to support business reviews, partner conversations, and strategic planning.
• Identify recurring support issues and work cross-functionally to address root causes through process improvements, documentation, or portal enhancements.
• Monitor and evaluate the performance of the partner-facing chatbot, tracking metrics such as resolution rate, escalation volume, and partner satisfaction.
• Identify gaps in chatbot responses and work with relevant teams to update content, improve routing logic, and expand coverage of common partner questions.
• Load and configure courses in the Appfire University LMS, ensuring content is accurately published, properly categorized, and accessible to the appropriate partner audiences.
• Set up and maintain course engagement tracking, including completion rates, assessment performance, and certification achievement across the partner base.
• Produce regular reports on learning engagement and certification trends, surfacing insights that inform enablement strategy and program requirements.
• Coordinate with content and program teams to manage the LMS content calendar and ensure timely publication of new courses aligned to program launches and updates.

Requirements

• 4+ years of experience in program operations, partner operations, channel operations, or a related field within a B2B SaaS or technology environment.
• Strong analytical skills with demonstrated ability to build reports, track KPIs, and translate data into clear, actionable recommendations for stakeholders.
• Experience administering partner portals, CRM systems, or partner relationship management (PRM) platforms.
• Familiarity with LMS platforms and experience loading, configuring, and tracking course content (Appfire University or similar).
• Excellent organizational skills and attention to detail, with the ability to manage multiple operational workstreams simultaneously without losing accuracy.
• Comfortable managing support queues and working through ambiguous or complex partner issues with a solutions-oriented mindset.
• Strong cross-functional collaborator who can work effectively with channel, marketing, sales, and technology teams.
• Proficiency with data and reporting tools such as Salesforce, Excel, Google Sheets, Tableau, or similar platforms.

Qualifications

• Experience in a product-first SaaS B2B environment.
• Ability to deliver meaningful, high-impact work that directly influences product direction and customer success.
• Eligibility for company equity, fostering a sense of ownership and connection to growth.
• Unlimited PTO plus 10 paid holidays each year.
• Health insurance is 100% company-paid, with dental covered 50/50.
• Additional benefits include Vision, Group Term Life Insurance, Voluntary Life, Critical Illness, Accident, Long-Term Disability, and access to an Employee Assistance Program.
• Volunteering - Fully paid days each year to participate in Appfire Town, supporting local communities.
• Flexible Spending Accounts (FSA) and a monthly stipend for remote-work setup, along with an Amazon account for ordering necessary equipment and peripherals.
• Access to fitness and wellness reimbursements through an Employee Assistance Program.
• Market recognition for company growth, culture, corporate social responsibility, and product excellence.

Benefits

• Market recognition for company growth, culture, corporate social responsibility, and product excellence.
• Inclusion among the Deloitte Technology Fast 500, Inc. Best Workplaces, BuiltIn Best Places to Work, and Inc. 5000.

Pay

Competitive salary commensurate with experience.

Schedule

Full-time position.