Program Lead, Support Operations & Partner Experience

Job description

Job responsibilities

• Program and operational planning: Gather insights from Support, partners, regional teams, and business stakeholders to identify needs, prioritize opportunities, and shape new programs, processes, and product…
• Scale partner business processes: Build repeatable workflows for partner onboarding, financial inquiries, payments, 1099-related processes, account administration, and other sales-adjacent operational needs.
• Operationalize launches: Lead testing, UAT, experimentation, training, communications, compliance tracking, and feedback collection for new products, features, policies, and Support capabilities.
• Create end-to-end ownership: Define intake paths, responsibilities, service expectations, controls, escalation paths, and handoffs for work spanning Support, Commercial, Finance, Legal, Product, and Operations.
• Drive execution: Manage multiple complex initiatives, maintaining clear milestones, risks, dependencies, decisions, and ownership through launch and steady-state operations.
• Use data to improve performance: Build reporting across volume, service levels, resolution, quality, partner experience, utilization, efficiency, and cost.
• Build scalable operating systems: Create and maintain SOPs, playbooks, business requirements, training materials, knowledge resources, dashboards, and executive operating reviews.
• Improve customer and partner experiences: Represent frontline needs in product and business decisions, identify recurring friction, and partner with relevant teams to address root causes.

Job requirements

• 7+ years of experience in Support Operations, Partner Operations, Program Management, Product Operations, Business Operations, Strategy and Operations, or a related field.
• Demonstrated experience building and scaling cross-functional business processes from concept through ongoing operation.
• Strong business and technical judgment, with the ability to create structure and make progress in ambiguous environments.
• Experience influencing technical, operational, commercial, and financial stakeholders without direct authority.
• Strong analytical skills and experience using data to evaluate performance, identify trends, and guide decisions.
• Excellent written and verbal communication skills, including executive updates, operating reviews, and operational documentation.
• Strong attention to detail, ownership, and the ability to manage multiple priorities in a fast-moving environment.
• Bachelor’s degree or equivalent practical experience.