Manager, Strategic Partnerships

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a team of Strategic Partner Managers, ensuring exceptional engagement with assigned partner relationships.

• Align and optimize personnel resources across partnerships while maintaining staff expertise.

• Act as a subject matter expert for internal stakeholders navigating partner services and operational relationships.

• Keep a thorough understanding of products, services, processing environments, client bases, setup, implementation, testing, pricing, billing, and reporting.

• Manage partner service relationships by setting priorities, communicating objectives, and negotiating challenges.

• Collaborate across various partner management levels to enhance alignment and service support.

• Evaluate, monitor, and report partner performance against contractual SLAs and KPIs.

• Ensure partners are held accountable for corrective actions and process enhancements.

• Identify internal process or proficiency gaps and persuade stakeholders to enact improvements.

• Organize meetings to address complex issues.

• Negotiate, escalate, and resolve urgent production incidents impacting clients and members.

• Oversee the recovery of overpayments and contractual penalties; address billing issues and manage reimbursements, credits, fee waivers, and related contract matters.

• Support and monitor special projects within Strategic Partnerships.

• Lead, coach, mentor, train, assess, and develop staff.

• Manage interviewing, hiring, promotions, transfers, performance evaluations, compensation, counseling, and termination processes.

• Promote a collaborative environment and acknowledge desired behaviors and results.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor’s Degree required in Business, or a combination of education and experience.

• Ten (10) years of experience in relationship or service management with an external, third-party card payments processing provider.

• At least seven (7) years in a primary managerial role addressing escalated service and operational issues.

• Proven experience in managing revenue-generating partnerships and leading a team is necessary.

• Previous supervisory experience is preferred.

• Expert-level knowledge in card processing relationship management.

• Strong familiarity with vendor management programs.

• Ability to create, define, and implement policies and best practices.

• Extensive knowledge and experience with industry best practices, policies, and procedures in payment and/or financial services.

• This position is not currently eligible for sponsorship.

• E-Verify Employer and Right to Work requirements apply.

🏝️ Benefits

• Competitive wages

• Medical with telemedicine

• Dental and Vision

• Basic and Optional Life Insurance

• Paid Time Off (PTO)

• Maternity, Parental, Family Care

• Community Volunteer Time Off

• 12 Paid Holidays

• Company Paid Disability Insurance

• 401k (with employer match)

• Health Savings Accounts (HSA) with company provided contributions

• Flexible Spending Accounts (FSA)

• Supplemental Insurance

• Mental Health and Well-being: Employee Assistance Program (EAP)

• Tuition Reimbursement

• Wellness program

• Remote-first, flexible environment

• Psychological safety, wellbeing and belonging