Note: The job is a remote job and is open to candidates in USA. Actionstep is seeking an experienced Manager 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.
Responsibilities
- 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
- 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
- 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
Skills
- 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
- 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
- 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
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