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Role Description

We are seeking a highly motivated and experienced Partner Delivery Operations Lead to drive the successful global scaling of our implementation partner ecosystem. This is a critical, high-impact individual contributor role responsible for the entire partner lifecycle, from initial onboarding and enablement to ensuring operational excellence, profitability, and exceptional customer (and partner) satisfaction across our professional services engagements.

• Design, implement, and manage a structured, repeatable process for partner onboarding, certification, and ongoing training for implementation teams globally.
• Develop and refine standardized operational workflows, tools, and playbooks to ensure consistent, high-quality service delivery across all global partners.
• Define, track, and report on key performance indicators (KPIs) related to partner utilization, project delivery timeliness, quality, and adherence to established operational standards.
• Serve as the first point of contact and primary escalation path for operational and delivery issues that arise within partner-led projects, driving rapid and effective resolution.
• Work with finance and leadership to model, track, and optimize the Partner P&L, ensuring the program is a profitable and sustainable revenue stream for both the company and our partners.
• Manage partner resource agreements, tracking utilization, rate cards, and payment terms to ensure financial compliance and efficiency.
• Build and maintain strong, trust-based relationships with key contacts and leadership within our global partner organizations.
• Implement mechanisms to regularly gather feedback on partner-led project delivery quality and track Partner CSAT and end-customer satisfaction scores, driving continuous improvement initiatives.
• Conduct regular operational reviews and quality checks of partner delivery to ensure all engagements meet our rigorous standards for quality and customer experience.

Qualifications

• 5+ years of experience in Partner Operations, Professional Services Operations, or Alliances Management within a B2B SaaS company.
• Proven track record of successfully building, scaling, and managing profitable global partner programs focused on professional/implementation services.
• Deep understanding of Professional Services P&L drivers, utilization metrics, and financial modeling for partner-led engagements.
• Exceptional skills in process design, optimization, and documentation, with a focus on achieving operational scale and consistency.
• Experience in a non-reporting management or leadership capacity (e.g., managing partner resources, project teams, or matrix organizations) is a strong plus.
• Excellent communication, negotiation, and conflict resolution skills, capable of managing high-stakes escalations and driving consensus across diverse stakeholders.
• Familiarity with standard PSA (Professional Services Automation) and CRM systems (e.g., Salesforce).
• Bachelor’s degree in Business, Finance, or a related field.
• Workforce Management experience is a big plus.

Requirements

• You thrive in an ambiguous, fast-paced environment and possess a strong bias for action.
• You are not afraid to roll up your sleeves to handle an operational task or complex escalation.
• You view profitability and operational efficiency not just as metrics, but as fundamental principles for sustainable growth and a healthy partner ecosystem.

Benefits

• Enjoy a flexible remote-first work policy (with a work-from-home stipend to set you up for success!)
• Own a piece of Deputy via our Employee Share Ownership Plan (ESOP)
• Take paid parental leave to support you and your family
• Stay protected with Group Salary Continuance Insurance
• Access support through our Employee Assistance Program
• Enjoy additional leave days — including study assistance, celebration days and volunteering
• Join our global working groups focused on collaboration, belonging and connection
• Get creative at our annual Hackathons
• Take advantage of our novated leasing for electric vehicles, internet reimbursement and more!