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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