Partner Operations Manager

The Partner Operations Manager is a critical role that supports the global Delivery function by driving partner and service performance. The ideal candidate will be responsible for the performance of their partners and services, and will be an expert in operationalizing and driving business process outsourcing.

Key Responsibilities:

• Balance day-to-day tasks while driving stronger performance at partners in a fast-paced environment
• Develop and maintain strong relationships with partners and stakeholders
• Analyze data to identify performance trends and develop strategies to improve partner performance
• Collaborate with internal functions such as Quality, Workforce planning, and Training to understand insights on performance and take action accordingly
• Present and report on performance and progress to leadership across Delivery and CS
• Own end-to-end the operationalization and successful adoption of new initiatives, projects, and changes that impact partners or services

Requirements:

• 8+ years of progressive experience in a customer service or operations role, with 5+ years in a partner management or BPO environment
• Demonstrable experience in driving improved performance as a partner or Regional Operations manager
• Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
• Ability to work weekend days and on-call, and travel in Europe, APAC, and NA when required

Key Skills:

• Exceptional partner and stakeholder management
• In-depth understanding of business process outsourcing at scale
• Exceptional performance management at scale
• Strong data-driven decision making with root cause analysis
• Strong communication, data-driven storytelling, and influencing skills
• Organized, structured, and resourceful
• Strategic thinking and problem-solving abilities at scale
• Strong proficiency in various data analysis and reporting tools