Senior Partner Manager

We are hiring a Senior Partner Manager on the Partner Strategy and Operations team to help strengthen partner-delivered operations across our global support ecosystem. This role goes beyond managing vendors: you will own the health, evolution, and strategic value of the member operations ecosystem, governing performance, challenging constraints, and translating frontline insights into organizational decisions.

• Own performance governance for assigned Partner/BPO operations, including SLAs, quality, productivity, staffing adherence, operational efficiency, and member experience outcomes.
• Lead daily, weekly, and monthly partner performance reviews with clear metrics, action plans, owners, timelines, and expected business impact.
• Drive accountability with external partners by identifying performance gaps, aligning on corrective actions, managing escalations, and ensuring sustained follow-through.
• Challenge the current operating model by identifying opportunities across process redesign, automation and AI integration, channel optimization, and workforce and site strategy.
• Lead complex, cross-functional initiatives from problem definition through execution, change management, and post-launch measurement.
• Evaluate how AI and automation perform within partner operations, spotting failures in machine-led interactions and evolving oversight.
• Develop partners into operating peers who bring ideas, flag risks early, and challenge decisions.
• Spot emerging trends and translate them into root-cause insights, risk assessments, and data-backed recommendations.
• Partner closely with internal Member Experience teams, Workforce Management, Quality, Compliance, Product, Finance, Procurement, and Operations Strategy.
• Develop concise, executive-ready narratives that connect frontline performance, member impact, risks, and tradeoffs to a clear recommendation.

• 5+ years of experience in Customer Experience, Partner/Vendor Management, Program Management, BPO operations, or a related operational leadership role.
• Professional experience directly related to BPO partner and/or program management, ideally within financial services or another highly regulated environment.
• Executive presence and sound business judgment, comfortable building trust and influencing decisions, with a strong sense of ownership and comfort operating autonomously in ambiguity.
• Strong analytical skills, demonstrated ability to identify trends, diagnose root causes, assess risks, and translate findings into actionable recommendations.
• Demonstrated ability to challenge the status quo, a track record of redesigning a process, system, or operating model, paired with influence, relationship-building, and communication skills.
• Curiosity about how AI and automation are reshaping frontline work, and experience evaluating or deploying them in an operations environment is a plus.
• Willingness to travel domestically and internationally approximately 25% of the time.
• Proficiency with tools such as Excel, Google Sheets, Looker, Google Slides, Jira, or similar reporting, presentation, and project-management tools.
• Experience in Customer Support, Account Access and Identity, Risk, Complaints, Disputes, Escalations, Social Media support, or other specialized servicing environments is highly desired.

The base salary offered for this role and level of experience will begin at $130,000 and up to $180,000. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

Benefits include backup child, elder, and pet care, subsidized commuter benefits, comprehensive health/financial/wellbeing benefits, generous vacation policy and company-wide paid days off, 1% time off for community support, annual wellness stipend, up to 22 weeks paid parental leave for birthing parents and 12 weeks for non-birthing parents, and family planning reimbursement.

Apply via the Greenhouse job posting.