Manager, Partner Operations

Job Description

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.

Requirements

 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.

Benefits

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