Job Description:What is the opportunity?MSP Operations Strategy
- Define and execute the operational roadmap supporting the MSP partner business.
- Identify opportunities to improve partner onboarding, provisioning, billing, lifecycle management, renewals, and support processes.
- Develop scalable operational frameworks that reduce manual effort and improve partner experience.
- Establish governance for MSP operational processes and ensure alignment across business functions.
Process Optimization
- Analyze current business processes and identify opportunities for automation, standardization, and simplification.
- Lead cross-functional process improvement initiatives using data-driven methodologies.
- Document operational workflows, standard operating procedures, and business requirements.
- Continuously monitor operational health and recommend improvements based on KPIs and partner feedback.
Systems & Business Operations
- Serve as the business owner for systems supporting MSP operations, including CRM, Partner Portal, CPQ, billing platforms, PSA/RMM integrations, and partner automation tools.
- Partner with Business Systems and Engineering teams to define system requirements, prioritize enhancements, and support implementations.
- Lead user acceptance testing (UAT), change management, and rollout planning for operational initiatives.
- Ensure data integrity across partner systems and establish operational governance.
Cross-Functional Leadership
- Act as the operational liaison between Partner Sales, Customer Success, Product, Finance, Support, and Engineering.
- Drive alignment across stakeholders to remove operational friction impacting partner success.
- Influence priorities without direct authority while building strong collaborative relationships.
- Facilitate operational readiness for new partner programs, pricing models, and product launches.
Analytics & Operational Excellence
- Develop dashboards and reporting to measure operational efficiency and partner program performance.
- Define and monitor KPIs such as:
- Partner onboarding time
- Provisioning accuracy
- Time-to-first-value
- Support case trends
- Renewal readiness
- Partner adoption metrics
- Operational SLA compliance
- Translate operational data into actionable recommendations for leadership.
Program Management
- Lead complex operational initiatives from planning through execution.
- Coordinate cross-functional project teams while managing timelines, risks, dependencies, and stakeholder communications.
- Ensure initiatives deliver measurable business outcomes and operational improvements.
What will you bring to Omnissa? Required Experience- 7-10+ years of experience in Partner Operations, Revenue Operations, Business Operations, or Channel Operations within a SaaS organization.
- Experience supporting or working with Managed Service Providers (MSPs), channel partners, or indirect sales models.
- Demonstrated success leading operational transformation and business process optimization initiatives.
- Experience translating business requirements into scalable system solutions.
- Strong project and program management experience across multiple stakeholders.
- Advanced analytical skills with experience using operational metrics to drive decisions.
Preferred Experience- Experience with recurring revenue and subscription business models.
- Knowledge of MSP business models, recurring billing, provisioning, licensing, and partner lifecycle management.
- Experience with CRM and partner management platforms such as Salesforce, PRM solutions, CPQ, or subscription billing systems.
- Familiarity with PSA/RMM platforms and common MSP operational workflows.
- Experience supporting integrations between business applications.
Location: Remote USA
Location Type: Open to Remote or Hybrid
Travel Expectations: None
Education: Bachelors Degree preferred
The typical base salary for this role is between
USD $111,000 - $231,000 per year and it may be eligible for participation in a corporate bonus program. Actual compensation offer may vary from posted hiring range based upon geographic location, work experience, education, skill level, or other relevant factors. In addition to competitive compensation, Omnissa offers a variety of benefits such as employee ownership, health insurance, 401k with matching contributions, disability insurance, paid-time off, growth opportunities, and more.
