Partner Program Manager, Services

Job Summary

In the role of Partner Services Program Manager, you will be expected to provide strategic direction relevant to the global Partner Services programs, development, processes, and systems, as well as identify any associated dependencies for all subject matter areas within the partner ecosystem. You will need to have a thorough understanding of the channel business model and global support infrastructure, as well as strong analytical skills.

The ideal candidate will have an eye for detail, can connect the dots, and will recognize areas of improvement within the current operating model. This individual will be highly adaptable and creative while demonstrating the ability to continually adjust to the ever‑changing needs of the Partner Services business as our programs continue to scale. The candidate will be expected to continue the development, implementation, and continued improvement of Partner Services initiatives, contribute to the organization's long‑term goals, and work independently in a fast‑paced environment.

This position will report to the Director, Worldwide Partner Program, Services.

• Operational Excellence:
  Establish operational excellence for Partner Services programs, including the development of consistent and well‑documented processes.
• Compliance & Performance Analytics:
  Demonstrate a deep understanding of data manipulation to analyze partner data quickly and accurately. Provide detailed analysis and reporting specifically focused on partner performance metrics and program compliance.
• Global Implementation:
  Identify, develop, and implement operational processes for regional and global partner services managers worldwide, including program auditing, coaching, and training.
• Gap Analysis:
  Utilize analytical findings to identify improvement opportunities and create programs to close identified gaps in partner performance or compliance.
• Automation & Alignment:
  Analyze day‑to‑day operations and review what can be automated for better program alignment, working with Program Operations to implement process improvements.
• Informal Leadership:
  Lead informally across the organization to challenge the status quo and develop better ways to support Partner Services Managers and our global partners.
• Strategic Guidance:
  Strategically guide programs to meet changing business requirements and develop innovative enablement strategies for excellent partner interactions.
• Communication:
  Communicate effectively with partners and stakeholders to identify needs, evaluate alternative objectives, and measure success.
• Problem Solving:
  Resolve issues in creative ways and exercise judgment in selecting methods to obtain solutions.

• Education:
  
  BA/BS in computer science or equivalent (MBA a plus) or similar experience.
• Experience:
  
  10+ years in Program Management; 5+ years in enterprise support and service delivery preferred.
• Analytical Mastery:
  Proven ability to perform rapid and accurate data manipulation; must be able to translate complex data sets into actionable insights regarding partner compliance and performance.
• Technical
  
  Skills:
  
  Solid understanding of CRM, Tableau Developer, Contact Center, and Collaboration systems, alongside fundamental BI/Analytics experience.
• Certifications:
  
  Deep technical Program and Project Management skills (PMP or PgMP preferred).
• Leadership:
  Demonstrated leadership skills in team settings and the ability to become a Trusted Advisor across multiple areas of expertise.
• Communication:
  Strong written and verbal communication, negotiating, and interpersonal skills.
• Work Environment:
  Ability to work in a fast‑paced environment with a diverse group of people.
• Travel:
  Willing to travel worldwide (approximately 25%).
• Location:
  
  Position is US based.

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non‑sales roles) or base salary + commission target (for sales/com‑missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus.

A…