Senior Director, Partner Operations

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Senior Director, Partner Operations

Full Time Regular Manager HYBRID MNGR Atlanta, GA, US

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Job Title: Senior Director, Partner Operations

Location: US-GA-Atlanta (Sandy Springs)

FLSA: Exempt

Company Overview:

Safe-Guard Product International serves Original Equipment Manufacturers (OEMs), top retailers, and independent agents in the automotive finance and insurance industry with the leading Protection Products Platform. Our platform delivers innovative protection products and solutions that protect consumers from the perils of ownership, while providing Finance & Insurance professionals the tools to ignite scalable and sustainable business growth. Safe-Guard’s success is driven by over 850 employees, who serve more than 12,000 dealers and support contract holders across the U.S. and Canada.

For 30 years and counting, our team continues to transform the motor vehicle space, earning a stellar reputation from our partners and peers by providing: 1) the highest quality protection products in the industry, 2) a broad platform of branded product, technology, marketing, and training solutions, and 3) an unwavering commitment to uncomplicated care and customer service.

Job Overview:

The Senior Director, Partner Operation owns our entire Partner Operation capability: outcomes across all three functions (Documentation & Testing, Client Support & Activation, and Client Finance & Insights), the talent system that develops the people in them, and the root-cause engine that stops recurring issues at the source. This is a role focused on building and owning the capability rather than maintaining it. You will allocate shared capacity against real demand, hold service levels and service continuity safeguards through a period of organizational change, and build the standards layer (playbooks, health scores, and root-cause discipline) that lets our client-facing teams advise clients rather than work reactively. You will lead the function managers directly and own hiring, development, and promotion across a four-level career ladder. Success is measured in outcomes across the organization and in the strength of the bench you build.

Job Responsibilities:

• Allocate shared capacity across the Partner Operation functions against actual demand, adjusting as priorities shift.
• Own the continuity register, service level agreements, and the service continuity safeguards that protect dealer- and client-facing processes.
• Run the root-cause backlog jointly with Operations, ensuring every identified fix has a named owner and a date.
• Partner with the Key Partner Executive (KPE) team on priorities, forward demand, and the definition of a genuinely valuable deliverable.
• Lead the function managers; own hiring, development, and promotion decisions across the full career ladder.
• Set and hold the standards cadence: publish calendars, root-cause analysis (RCA) reviews, and the QBR production process.
• Report capability health to executive leadership monthly through a single scorecard, with no surprises.
• Protect client- and dealer-facing service levels through organizational transitions, system changes, and demand spikes.
• Build the playbook, health-score, and standards layer that the entire Partner Operation operation runs on.
• Develop and defend the operating budget, staffing plan, and capacity model for the capability.

Job Requirements:

• Bachelor’s degree in English, Math, Engineering, Business, Computer Science, or a related field; advanced degree a plus.
• Minimum of 10 years of experience in Partner Operation, customer success, service operations, or a comparable operational discipline.
• At least 5 years of people-leadership experience, including experience leading managers (leaders of leaders).
• Demonstrated track record of building an operational capability from the ground up: standards, playbooks, metrics, and a career ladder.
• Experience owning service level agreements and holding them through periods of change, transition, or reorganization.
• Strong analytical and problem-solving ability, with a focus on data-driven decision making and root-cause discipline.
• Proven ability to build and develop talent, including hiring, coaching, succession planning, and performance management.
• Superior communication skills, with the ability to present capability health and difficult tradeoffs directly to executive leadership.
• Adept at stakeholder management and building consensus across departments and with client-facing partners.
• Comfort with ambiguity and a demonstrated ability to lead teams through organizational change with credibility intact.
• Experience in the Automotive, Insurance, or Financial Services Industries preferred.
• Knowledge of Lean, Six Sigma, or other leading process improvement frameworks preferred.
• Must be authorized to work in the U.S.
• Must be able to successfully pass a background check.

Company Benefits:

• Medical, Dental, and Vision Insurance
• Flexible Spending Account
• Health Savings Account
• 401(k) Plan with Company Match
• Company-paid Short-Term and Long-Term Disability
• Company-paid Life Insurance
• Paid Holidays and Vacation
• Employee Referral Program
• Employee Assistance Program
• Wellness Programs
• Paid Community Service Opportunities
• Tuition Reimbursement
• Ongoing Training & Personal Development
• And More!

Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.