Manager, Partner Operations

Actionstep is seeking an experienced Manger of Partner Operations to lead a global team of Partner Operations Specialists that trains, certifies, supports and reports on our Actionstep Certified Partner (ACP) ecosystem to ensure success .

This role is responsible for the day-to-day leadership of the Partner Operations function, including people leadership, escalation management, operational execution, reporting and delivery consistency across partner-led engagements .

This person plays a key role in ensuring successful partner onboarding, operational readiness and effectiveness, delivery coordination, and accountability across Actionstep’s services ecosystem. This role works closely cross-functionally to support successful partner and customer outcomes.

Success in this position will require strong people leadership, operational judgment and stakeholder relationship management in a fast-moving and evolving environments.

What You’ll Do

Team Leadership & Operational Management

· Lead, coach, and develop a global team, including performance management, prioritization, accountability, and professional development.

· Drive operational consistency, communication standards, and execution expectations across the function.

· Support workload balancing, resource coordination, and operational decision-making across the team.

· Provide guidance and support to team members navigating complex partner situations, delivery challenges, and escalations.

· Foster a high-accountability, collaborative, and solutions-oriented team culture.

Partner Delivery & Escalation Management

· Act as a senior escalation point for partner, customer, and delivery-related concerns, helping drive timely and effective resolution.

· Support the team in managing partner accountability, delivery risks, operational blockers, and implementation-related challenges.

· Build strong working relationships with partners and internal stakeholders to support successful delivery outcomes across the partner ecosystem

· Reinforce operational expectations, implementation methodologies, and delivery best practices across partner engagements

· Maintain a suite of tools that provide visibility / dashboarding across partner onboarding activities, active engagements, escalations, and operational health indicators.

Cross-Functional Coordination & Operational Execution

· Help identify operational gaps, recurring delivery issues, process inefficiencies, and scaling challenges across the partner ecosystem.

· Work functionally with Partner Success to drive continuous improvement initiatives focused on delivery coordination, onboarding effectiveness, operational consistency, and partner experience.

· Support reporting, governance activities, operational reviews, and delivery visibility across the Services organization.

· Help ensure the function scales effectively as the partner ecosystem and services organization continue to grow globally.

Who You Are

· A strong people leader who can coach, develop, and hold teams accountable in fast-paced operational environments.

· Calm and confident under pressure, with the ability to manage difficult conversations, escalations, and competing priorities professionally.

· Operationally minded, with strong organizational judgment and the ability to bring structure and consistency to evolving environments.

· Skilled at balancing relationship management with accountability and execution.

· Comfortable operating independently with limited oversight while collaborating effectively across global teams.

· Adaptable, pragmatic, and solutions-oriented, with strong follow-through and decision-making capability.

· A strong communicator who can build credibility with partners, leadership, and cross-functional stakeholders.

Experience & Qualifications

Essential

· 5+ years of experience in delivery operations, services operations, implementation management, partner operations, or similar customer-facing operational leadership roles.

· Proven experience leading and developing partner, customer-facing, or operational teams in SaaS, technology, or professional services environments.

· Experience managing escalations, operational risk, and complex stakeholder situations involving partners, customers, and cross-functional teams.

· Strong experience coordinating operational delivery activities across multiple concurrent engagements and stakeholders.

· Demonstrated ability to drive accountability, operational execution, and process consistency in fast-moving environments.

· Strong communication, organizational, leadership, and problem-solving skills.

Desirable

· Experience working within partner-led implementation or channel delivery models.

· Experience supporting geographically distributed teams.

· Familiarity with implementation coordination, delivery governance, or operational enablement programs.

· Experience in SaaS, legal technology, or professional services organizations.

We have a fantastic and inspirational working environment!

Robust medical, dental, vision offerings
401K with company match
Flexible working and PTO
Take your birthday off
Frequent team building events
Fantastic training and development opportunities

140-150k Salary Range

Learn more about this Employer on their Career Site