Partner Program Operations Manager

Role Summary

We are hiring a Partner Program Operations Manager to own the end-to-end operational execution of the partner program across systems, processes, and data.

This role acts as the operational backbone of the partner ecosystem, ensuring that program design is translated into scalable, efficient, and auditable execution within the Partner Portal (PRM), CRM, and integrated platforms. You partner closely with program leadership, CRM administration, product teams, and external vendors to drive system integrity, process consistency, and operational excellence.

This is an experienced individual contributor role. You serve as the primary expert for partner systems, workflows, and data governance. You do not manage people or own program strategy. You own how the partner program runs inside the systems that power it.

What This Role Is vs. Is Not

This Role IS

This Role IS NOT

The operational backbone of the partner program across PRM, CRM, and integrations

A program strategy designer or partner program owner (that's channel leadership)

The primary expert and go-to owner for the Partner Portal (PRM)

A CRM administrator (you partner with CRM admins, you are not one)

The translator of business requirements into workflows and system configurations

A software developer (you define requirements developers build against)

The owner of data integrity and governance between CRM and PRM

A dashboard or reporting analyst

An experienced individual contributor and project manager for partner systems

A people manager or team lead

Core Responsibilities

Partner Portal & PRM Operations (40% of Role)

You own the day-to-day operation, governance, and evolution of the Partner Portal and PRM.

• Own daily operation and governance of the Partner Portal: lifecycle, user experience, and audit readiness

• Coordinate and own the release of new content on the Partner Portal

• Support Partner Program changes through clear operational guidance

• Act as the go-to expert for anything related to the Partner Portal or PRM

• Serve as Project Manager on all initiatives around the Partner Program and related systems

Data Integrity & Systems Governance (25% of Role)

• Ensure data integrity between CRM and PRM, including field mapping accuracy and active ownership

• Enforce governance rules on field values

• Run large-scale data hygiene activities and operational clean-ups

• Partner with CRM admins on structural changes and data consistency

• Manage operational aspects of integrations

Workflow Configuration & Technical Translation (20% of Role)

• Translate business requirements into technical descriptions and workflow designs that account for system configurations and dependencies, serving as the basis for developers

• Configure, test, and maintain workflows

• Identify and resolve workflow failures or inconsistencies

• Operationalize global incentives into system workflows and processes, ensuring consistent execution

• Coordinate with internal stakeholders and vendors

Enablement, Communication & Reporting (15% of Role)

• Prepare, run, and support enablement sessions and content

• Prepare and execute communication for system changes internally and externally

• Build and maintain process documentation aligned with actual system behavior

• Support forecasting and prepare program performance reporting

Primary KPIs

KPI

Definition

Target

Frequency

CRM-PRM Data Integrity

% of records with accurate field mapping and values

≥95%

Monthly

Portal Content Release SLA

% of content releases delivered on schedule

≥90%

Monthly

Workflow Reliability

% of workflows running without failure or manual correction

≥95%

Monthly

Audit Readiness

% of portal governance checks passing audit

100%

Quarterly

Incentive Operationalization

% of global incentives executed correctly in-system

≥95%

Per program

System changes communicated and user guides updated before release

% of defined change management activities

100%

Per change

Partner program reports delivered on time

% of recurring and ad-hoc reports provided

100%

Quarterly

Secondary KPIs

KPI

Target

Process documentation coverage

100% of active workflows

Recurring enablement session completion

≥80%

Stakeholder satisfaction

≥4.5/5

Data clean-up cycle time

Decreasing trend

Integration issue resolution time

Within defined SLA

Required Skillset:

• Minimum 5 years of experience in operational or project management roles

• Hands-on experience with PRM, CRM, or similar system-driven environments

• Strong ability to translate business requirements into workflows and system configurations

• Experience managing data integrity, governance, and process optimization

• Proven ability to work cross-functionally with technical and non-technical stakeholders, including vendors, on a global level

• Strong problem-solving skills with attention to detail and ability to troubleshoot system and process issues

• Effective communication skills, including experience delivering enablement and creating operational documentation

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