Director of Partner Operations

Position Overview

Return Pro is seeking a Director of Partner Operations to lead the performance, integration, and governance of our external operational partners across Supply Chain, ReCommerce, and Logistics. This role is responsible for ensuring that partner relationships deliver measurable business value through strong operational discipline, clear performance standards, and consistent execution. The Director will own partner performance management across service levels, cost efficiency, labor productivity, quality outcomes, and systems alignment.

This leader will work cross-functionally with Operations, Supply Chain, Technology, Finance, and People & Culture to ensure partners are set up for success, held accountable, and continuously improved. This is a high-impact role focused on driving operational excellence, scalability, and consistency across a growing partner ecosystem.

Responsibilities

* Establish, monitor, and enforce partner SLAs and KPIs aligned with Return Pro's operational and financial goals

* Build performance scorecards and conduct regular partner business reviews

* Identify performance gaps and drive corrective action plans

* Monitor partner cost structures, productivity metrics, and operational efficiency

* Partner with Finance and Operations to identify cost savings opportunities and optimize labor utilization

* Ensure partners meet agreed productivity and throughput standards

* Develop and maintain quality assurance frameworks for partner operations

* Lead audits and site reviews to ensure adherence to Return Pro standards, processes, and compliance requirements

* Address quality issues with structured root cause analysis and improvement plans

* Oversee operational coordination related to international shipments, including export/import process alignment with partners

* Ensure documentation, compliance, and process consistency across cross-border movements

* Collaborate with Supply Chain and Logistics teams to minimize delays and risk

* Ensure partners are integrated into Return Pro systems, tools, and reporting structures

* Drive process standardization across partner sites

* Work closely with Technology teams to support implementation, adoption, and optimization of operational platforms

* Lead structured onboarding processes for new partners, including operational readiness, system integration, and performance expectations

* Ensure smooth transitions when partners are ramping up or exiting, minimizing operational disruption

* Maintain documentation, playbooks, and onboarding frameworks for scalability