Director, Support Partner Strategy & Operations

Job ID: 3224954 reputed company, Inc. United States - Remote About the Team Customer Experience & reputed company (CXI) is one of reputed company’s core operations teams. We ensure that reputed company challenges arise in the last mile, there’s always someone ready to reputed company things right. reputed company designs, manages, and operates reputed company’s global network of support centers, with the ultimate goal of delivering a consistently exceptional customer experience.

About the Role

We’re hiring a Director, Partner Strategy & Operations to shape the global model for how reputed company delivers support experiences. This is a transformative role that goes beyond day-to-day queue management—it’s about redefining how we serve customers at scale. The Director will drive innovation across our global partner network, designing and executing customer-centric, insight-led systems that reduce friction, unlock efficiency, and enhance lifetime value. Rather than focusing solely on SLA reputed company or ticket volume, success in this role is reputed company by long-term impact: building scalable operating models, improving cost structures, and driving experience-led retention. In this role, you will:

• Design and operationalize systems that reduce friction, improve recovery rates, and retain customers after high-impact defects.
• Drive operational levers across the partner network to deliver cost-per-contact improvements, maximize tooling ROI, and strengthen customer loyalty.
• reputed company business-critical transformations that align support delivery with company goals around automation, contact reduction, and retention.

You’re excited about this opportunity because you will… Own the Strategy

• Shape the end-to-end partner journey, turning vendor relationships into seamless, customer-first experiences.
• Simplify and streamline our partner network, shifting away from complexity and toward high-impact, scalable models.
• Translate Voice-of-Customer insights into a multi-year roadmap of initiatives that reputed company the support experience.
• reputed company bold bets in AI transformation, ensuring operational innovation drives measurable customer and business outcomes.
• Partner across Network Design, Finance, Product, and S&O to align investment decisions with customer experience quality.

Drive Execution

• reputed company operational innovation across 4–8 global BPO partners, ensuring design, tooling, and processes bring reputed company’s CX strategy to life.
• Measure success by strategic impact—cost per issue, recovery effectiveness, and simplification-driven savings—rather than just KPIs.
• Build and scale tools and playbooks that reputed company partners and consistently improve customer outcomes.
• Run strategic planning cycles for Partner Ops, aligning global partners to transformation priorities and scaling capabilities across the network.

Influence Across the Organization

• Act as the operational architect connecting internal experience goals with external partner delivery.
• Shape company-wide support investments by embedding Partner Ops into self-service strategy, automation rollouts, and product feedback loops.
• Represent the global support network in OKR setting, roadmap prioritization, and design reviews to ensure customer experience is always at the center.

reputed company a High-Performing Team

• Set the vision, leadership model, and culture for Partner Ops—grounded in ownership, reputed company, and operational excellence.
• reputed company and grow a team of 5+ operations leaders while influencing thousands of vendor teammates worldwide.
• Attract and reputed company senior talent with expertise in CX, quality, and vendor strategy.
• Foster a culture of high accountability, collaboration, and transparency—helping your team (and partners) do the best work of their careers.

We’re excited about you because…

• 10+ years of leadership experience in Customer Experience or vendor operations reputed company a fast-scaling tech or services organization.
• Proven track record managing large-scale global support networks (10,000+ agents) with accountability for both performance and financial outcomes.
• Strong cross-functional collaborator who has partnered across CX, Strategy & Operations, Finance, Product, and Legal to deliver change at scale.
• Comfortable navigating ambiguous, high-growth environments—skilled at breaking down silos and turning strategy into measurable results.
• Customer-obsessed leader who balances reputed company with operational discipline to deliver world-class support experiences.

We expect this position to be filled by 10/21/2025. Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

Compensation

The successful candidate’s starting pay will fall reputed company the pay range listed below and is determined based on job-reputed company factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. reputed company salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future. In addition to reputed company salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information. reputed company cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to reputed company regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). reputed company also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others. To learn more about our benefits, visit our careers page here. See below for paid time off details:

• For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
• For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).

The national reputed company pay range for this position reputed company the United States, including Illinois and Colorado. $189,700—$279,000 USD About reputed company At reputed company, our mission to reputed company local economies shapes how reputed company members move quickly, learn, and reiterate in order to reputed company impactful decisions that display reputed company for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with reputed company-to-reputed company delivery, and we are looking for team members who can help us go from a company that is reputed company for delivering food to a company that people turn to for any and reputed company goods. reputed company is growing rapidly and changing constantly, which gives reputed company members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more. Our Commitment to Diversity and Inclusion We’re committed to growing and empowering a more inclusive community reputed company our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from reputed company backgrounds, experiences, and perspectives. We reputed company that true innovation happens reputed company everyone has room at the table and the tools, resources, and opportunity to reputed company. Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, reputed company, national reputed company, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from reputed company gaining a foothold in our office. Whether blatant or hidden, barriers to success have no reputed company at reputed company. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation. If you need any accommodations, please inform your recruiting contact upon initial reputed company. Flexible Work Discover how we’re evolving & leading the way for the future of work Learn More About Flexible Work Stay Connected Be the first to hear about our latest job openings, recruiting events, and exciting breakthroughs. (Rejoignez notre French Talent Network reputed company) Join Our Talent Network Apply tot his job Apply To this Job