Partner Operations & Success Manager

To drive the operational success, scalability, and growth of the company’s strategic B2B2C partnerships. This role ensures partner programs are operationally sound, financially viable, and positioned to deliver strong partner, customer, and service-provider experiences from initial evaluation through long-term scale.

The Partner Operations & Success Manager serves as the primary operational leader for the company’s key B2B2C partners, including major retail, technology, and connected-home brands. This role owns the partner lifecycle from evaluation and pilot through launch, ongoing performance, and expansion, while partnering cross-functionally with Business Development, Product, Legal, Finance, and Operations to turn commercial opportunities into scalable, high-performing programs.

the company (formerly Latch) is unlocking the next era of Building Intelligence. We combine premium hardware, intuitive software, and automated operations into one seamless platform—helping multifamily properties run more efficiently, grow revenue, and deliver smarter, more connected living experiences. From smart access and in‑unit automation to building‑wide controls, the company empowers owners, operators, and property teams to reduce overhead, protect asset value, and stand out in a competitive market.

We believe smarter buildings make life simpler. At the company, you’ll help shape a future where buildings anticipate needs, operate effortlessly, and quietly improve life for everyone inside.

• Own the day‑to‑day operational relationship with key B2B2C partners, including Walmart, Amazon/Ring, Arlo, and Cove.
• Serve as the primary operational point of contact and trusted advisor for assigned partners.
• Develop a deep understanding of each partner’s goals, customer journey, service requirements, and success measures.
• Lead recurring business reviews and communicate performance, risks, opportunities, and action plans.
• Manage partner escalations through timely investigation, cross‑functional coordination, resolution, and root‑cause analysis.
• Identify opportunities to expand partner programs, improve performance, and grow revenue.

• Own the intake, screening, evaluation, and operational approval process for prospective B2B2C partners.
• Review new partner requests for completeness, strategic alignment, commercial viability, and operational readiness.
• Conduct appropriate due diligence and identify potential delivery risks before commitments are made.
• Partner with Business Development to define service scope, pricing assumptions, service‑level agreements, responsibilities, and launch expectations.
• Assess geographic service coverage, provider capacity, required skills, technology needs, and operational dependencies.
• Recommend whether opportunities should advance, be modified, piloted, deferred, or declined.

• Design and lead pilot programs that validate service scope, customer demand, pricing, service‑provider capacity, and operational workflows.
• Define pilot objectives, success criteria, timelines, reporting requirements, and go/no‑go decisions.
• Coordinate cross‑functional launch activities across Business Development, Legal, Product, Finance, Customer Support, and Operations.
• Work with Legal and commercial stakeholders to finalize contracts, pricing agreements, and service expectations.
• Oversee partner portal configuration, documentation, training, testing, and launch readiness.
• Ensure operational issues identified during pilots are resolved before programs scale.

• Build scalable, repeatable, and low‑touch onboarding…