Please do not respond to direct messages with your personal information. All job applications and your sensitive, personal information should only be submitted via our official job platform.Job Title: Senior Director, Partner Operations
Location: US-GA-Atlanta (Sandy Springs)
FLSA: Exempt
Job Overview:The Senior Director, Partner Operation owns our entire Partner Operation capability: outcomes across all three functions (Documentation & Testing, Client Support & Activation, and Client Finance & Insights), the talent system that develops the people in them, and the root-cause engine that stops recurring issues at the source. This is a role focused on building and owning the capability rather than maintaining it. You will allocate shared capacity against real demand, hold service levels and service continuity safeguards through a period of organizational change, and build the standards layer (playbooks, health scores, and root-cause discipline) that lets our client-facing teams advise clients rather than work reactively. You will lead the function managers directly and own hiring, development, and promotion across a four-level career ladder. Success is measured in outcomes across the organization and in the strength of the bench you build.
Job Responsibilities:- Allocate shared capacity across the Partner Operation functions against actual demand, adjusting as priorities shift.
- Own the continuity register, service level agreements, and the service continuity safeguards that protect dealer- and client-facing processes.
- Run the root-cause backlog jointly with Operations, ensuring every identified fix has a named owner and a date.
- Partner with the Key Partner Executive (KPE) team on priorities, forward demand, and the definition of a genuinely valuable deliverable.
- Lead the function managers; own hiring, development, and promotion decisions across the full career ladder.
- Set and hold the standards cadence: publish calendars, root-cause analysis (RCA) reviews, and the QBR production process.
- Report capability health to executive leadership monthly through a single scorecard, with no surprises.
- Protect client- and dealer-facing service levels through organizational transitions, system changes, and demand spikes.
- Build the playbook, health-score, and standards layer that the entire Partner Operation operation runs on.
- Develop and defend the operating budget, staffing plan, and capacity model for the capability.
Job Requirements:- Bachelor's degree in English, Math, Engineering, Business, Computer Science, or a related field; advanced degree a plus.
- Minimum of 10 years of experience in Partner Operation, customer success, service operations, or a comparable operational discipline.
- At least 5 years of people-leadership experience, including experience leading managers (leaders of leaders).
- Demonstrated track record of building an operational capability from the ground up: standards, playbooks, metrics, and a career ladder.
- Experience owning service level agreements and holding them through periods of change, transition, or reorganization.
- Strong analytical and problem-solving ability, with a focus on data-driven decision making and root-cause discipline.
- Proven ability to build and develop talent, including hiring, coaching, succession planning, and performance management.
- Superior communication skills, with the ability to present capability health and difficult tradeoffs directly to executive leadership.
- Adept at stakeholder management and building consensus across departments and with client-facing partners.
- Comfort with ambiguity and a demonstrated ability to lead teams through organizational change with credibility intact.
- Experience in the Automotive, Insurance, or Financial Services Industries preferred.
- Knowledge of Lean, Six Sigma, or other leading process improvement frameworks preferred.
- Microsoft Office (Outlook, Excel, Word, PowerPoint) proficiency.
- Must be authorized to work in the U.S.
- Must be able to successfully pass a background check.
Company Benefits: - Medical, Dental, and Vision Insurance
- Flexible Spending Account
- Health Savings Account
- 401(k) Plan with Company Match
- Company-paid Short-Term and Long-Term Disability
- Company-paid Life Insurance
- Paid Holidays and Vacation
- Employee Referral Program
- Employee Assistance Program
- Wellness Programs
- Paid Community Service Opportunities
- Tuition Reimbursement
- Ongoing Training & Personal Development
- And More!
