Senior Partner Manager

Role Overview

The Senior Partner Manager will own performance governance for assigned BPO partners, helping ensure partners deliver consistent, high-quality, efficient member experiences. The role involves using data to diagnose performance trends, identify root causes, and drive clear action plans with internal teams and external partner leaders.

What You Will Do

The Senior Partner Manager will lead daily, weekly, and monthly partner performance reviews, translate operational performance trends into root-cause insights, and drive accountability with external partners.

Why It Might Be a Fit

To thrive in this role, you will need 7+ years of experience in Customer Experience, Partner/Vendor Management, BPO operations, or a related operational leadership role, with strong analytical skills and the ability to use data to identify trends and build clear, actionable recommendations.

Requirements

• 7+ years of experience in Customer Experience, Partner/Vendor Management, BPO operations, or a related operational leadership role
• Professional experience directly related to BPO partner management, ideally within financial services or another highly regulated environment
• Proven ability to own partner performance across SLAs, quality, productivity, staffing, operational efficiency, and member experience outcomes
• Strong analytical skills, with the ability to use data to identify trends, diagnose root causes, assess risks, and build clear, actionable recommendations
• Experience leading complex, cross-functional initiatives from problem definition through execution, change management, and measurement of impact
• Strong influence, relationship-building, and communication skills, including the ability to drive alignment and accountability without direct authority
• Sound business judgment, high ownership, comfort operating autonomously in ambiguity, and willingness to travel domestically and internationally approximately 25% of the time
• Proficiency with tools such as Excel, Google Sheets, Looker, Google Slides, Jira, or similar reporting, presentation, and project-management tools

Benefits

• Base salary of $130,000.00 to $180,000.00
• Bonus
• Competitive equity package
• Benefits
• Generous vacation policy
• Company-wide paid days off
• 1% of your time off to support local community organizations of your choice
• Annual wellness stipend
• Up to 22 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
• Access to family planning reimbursement