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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