Partner Operations Lead

📋 Description

• Take ownership of the comprehensive relationship with a key partner, acting as Slate’s sole point of contact and primary escalation route at all partnership levels.

• Recruit, onboard, and oversee a team of on-site Slate field representatives situated at partner delivery sites, conducting daily standups to assess operational health, identify issues, and facilitate real-time execution.

• Lead the partner’s operational preparedness for launch, which includes site visits, facility evaluations, staffing model alignment, and thorough process walkthroughs.

• Create and document the entire wrap fulfillment and installation process: from the kitting facility to partner receiving, VIN assignment, execution of installation, and quality inspection, collaborating with Operations, IT, and Digital teams.

• Foster partner agreement on installation standards, pricing, SLAs, and quality benchmarks.

• Manage partner operations dashboards, monitoring installation quality, throughput, defect rates, and SLAs, while initiating corrective actions when targets are not met.

• Collaborate with Slate’s IT and Digital teams to develop the integrations and digital workflows (order ID → wrap labeling → VIN assignment → installation tracking) that support seamless fulfillment at scale.

• Handle warranty claims and quality escalations from the partner channel, collaborating with the partner to achieve root cause resolution within established SLAs.

⛳️ Requirements

• Bachelor’s degree in Business, Engineering, Operations, or a related discipline.

• Over 6 years of experience in field operations, partner or account management, or operations program management.

• Demonstrated capability to establish operations in a launch or startup environment, creating processes and structure where minimal exists.

• Proven experience in building and leading field teams: prioritizing tasks, conducting daily standups, and managing performance.

• Background in developing SOPs and comprehensive process flows from the ground up, ensuring alignment among cross-functional stakeholders.

• Proficiency in data management: able to define and monitor operational KPIs, analyze performance dashboards, and convert field metrics into actionable enhancements.

• High adaptability to ambiguity and a proactive approach; capable of independently prioritizing and executing tasks without a fully defined playbook.

• Willingness to frequently travel to partner locations during launch and ongoing ramp-up phases.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Professional development opportunities