Partner Operations & Success Manager
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Job Description
Partner operations leader scaling DOOR’s smart-building B2B2C partnerships. Managing pilots, launches, performance, service-provider readiness, and partner growth.
Responsibilities:
- Drive the operational success, scalability, and growth of DOOR’s strategic B2B2C partnerships
- Serve as the primary operational leader and trusted advisor for key partners including Walmart, Amazon/Ring, Arlo, and Cove
- Own the partner lifecycle from evaluation and pilot through launch, ongoing performance, and expansion
- Lead recurring business reviews and communicate performance, risks, opportunities, and action plans
- Manage partner escalations through investigation, cross-functional coordination, resolution, and root-cause analysis
- Identify opportunities to expand partner programs, improve performance, and grow revenue
- Own intake, screening, evaluation, due diligence, and operational approval for prospective partners
- Define service scope, pricing assumptions, SLAs, responsibilities, and launch expectations with Business Development
- Assess geographic coverage, provider capacity, skills, technology needs, and operational dependencies
- Design and lead pilots, defining objectives, success criteria, timelines, reporting requirements, and go/no-go decisions
- Coordinate launch activities across Business Development, Legal, Product, Finance, Customer Support, and Operations
- Oversee partner portal configuration, documentation, training, testing, and launch readiness
- Build 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 improvements that increase capacity and reduce administrative effort and cost
- Monitor partner financial, operational, service, and customer-experience performance
- Translate data into recommendations and corrective action plans
- Maintain reporting on partner performance, risks, escalations, and growth opportunities
- Hold internal teams and external partners accountable for deliverables and service levels
- Assess service-provider network coverage, capacity, skills, and experience
- Partner 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 may be measured by 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
- Experience managing complex relationships with large enterprise, retail, technology, or consumer-service partners
- Experience taking programs from evaluation and pilot through launch and scaled operations
- Strong understanding of operational workflows, service-level agreements, capacity planning, and performance management
- Experience using data to identify problems, evaluate program health, and drive business decisions
- Proven ability to manage escalations and align internal and external stakeholders around solutions
- Strong commercial judgment and understanding of revenue, pricing, cost, and profitability drivers
- Excellent written, verbal, presentation, and executive-communication skills
- Ability to lead cross-functional initiatives through influence and operate effectively in a fast-moving environment
- Preferred: Experience supporting B2B2C, marketplace, field-service, home-services, property-management, retail, or connected-home programs
- Preferred: Experience working with nationally recognized retailers or technology companies
- Preferred: Familiarity with partner portals, workflow automation, CRM platforms, reporting tools, and self-service onboarding systems
- Preferred: Experience 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 roughly 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
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