Partner Operations & Success Manager

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

📋 Description

• Propel the operational excellence, scalability, and growth of DOOR’s strategic B2B2C partnerships.

• Act as the primary operational leader and trusted advisor for significant partners, including Walmart, Amazon/Ring, Arlo, and Cove.

• Oversee the partner lifecycle from evaluation and pilot to launch, ongoing performance, and expansion.

• Conduct regular business reviews and relay performance, risks, opportunities, and action plans.

• Manage partner escalations through investigation, cross-functional coordination, resolution, and root-cause analysis.

• Discover opportunities to broaden partner programs, enhance performance, and increase revenue.

• Handle intake, screening, evaluation, due diligence, and operational approval for potential partners.

• Define service scope, pricing assumptions, SLAs, responsibilities, and launch expectations in collaboration with Business Development.

• Evaluate geographic coverage, provider capacity, skills, technology needs, and operational dependencies.

• Design and lead pilots, specifying objectives, success criteria, timelines, reporting requirements, and go/no-go decisions.

• Coordinate launch activities across Business Development, Legal, Product, Finance, Customer Support, and Operations.

• Supervise partner portal configuration, documentation, training, testing, and readiness for launch.

• Create scalable, repeatable, low-touch onboarding processes for partners and service providers.

• Establish workflows, ownership, escalation paths, reporting standards, and service-level expectations.

• Develop partner playbooks, operating procedures, training materials, and launch checklists.

• Identify process, product, and automation enhancements that boost capacity and minimize administrative effort and costs.

• Monitor partner financial, operational, service, and customer-experience performance.

• Convert data into actionable recommendations and corrective action plans.

• Maintain reporting on partner performance, risks, escalations, and growth opportunities.

• Hold internal teams and external partners accountable for their deliverables and service levels.

• Assess service-provider network coverage, capacity, skills, and experience.

• Collaborate with recruiting and operations to identify and onboard qualified service providers.

• Support partner-specific skills, certifications, training, and quality standards.

• Monitor service-provider onboarding, responsiveness, quality, and program compliance.

• Performance metrics may include revenue, profitability, service levels, launch rates, provider capacity, quality, satisfaction, retention, and automation.

⛳️ Requirements

• Bachelor's degree in business, operations, account management, or a related field, or equivalent practical experience.

• 7+ years of experience in partner operations, strategic account management, customer success, marketplace operations, program management, or a related field.

• Proven experience managing complex relationships with large enterprise, retail, technology, or consumer-service partners.

• Experience taking programs from evaluation and pilot through to launch and scaled operations.

• Strong understanding of operational workflows, service-level agreements, capacity planning, and performance management.

• Proficient in utilizing data to identify issues, evaluate program health, and inform business decisions.

• Demonstrated ability to manage escalations and align internal and external stakeholders around solutions.

• Strong commercial acumen and understanding of revenue, pricing, cost, and profitability drivers.

• Excellent written, verbal, presentation, and executive-communication skills.

• Ability to spearhead cross-functional initiatives through influence and operate effectively in a dynamic environment.

• Preferred: Experience in supporting B2B2C, marketplace, field-service, home-services, property-management, retail, or connected-home programs.

• Preferred: Experience with nationally recognized retailers or technology firms.

• Preferred: Familiarity with partner portals, workflow automation, CRM platforms, reporting tools, and self-service onboarding systems.

• Preferred: Experience in developing service-provider networks or managing geographically distributed service operations.

• Preferred: Experience negotiating operational terms, SLAs, pricing assumptions, and program requirements.

• Candidates must be based in the United States.

• Expected travel of approximately 20%.

🏝️ Benefits

• Competitive compensation packages.

• Employer-sponsored health, dental, vision, and life options.

• Generous PTO.

• Company-supported parental leave for primary and non-primary caregivers.

• Tiered return-to-work options.

• Flexible time-off policy.

• Flexible work schedules.

• Medical, dental, and vision plans with multiple coverage tiers.

• Domestic partner enrollment option.

• Healthcare and flexible spending accounts (FSAs) with employer contributions.

• Employer-paid basic life and accidental death & dismemberment (AD&D) insurance.

• Optional supplemental life and AD&D coverage.

• Short-term and long-term disability coverage.

• 401(k) Retirement Plan through Vanguard with flexible contribution options.

• Full hardware setup from DOOR’s home line of products.

• Free monitoring.

• Career growth opportunities.

• Encouragement to invent, innovate, and take calculated risks.

• Inclusive workplace.

• Remote work.