Manager, Partner Care

Job Description

Job Description

Job title: Manager, Partner Care

Reports to: Senior Director, Partner Operations

Department: Merchant Solutions

Location: Remote

Grade: 15

About Priority:

Priority Technology Holdings, Inc. is a leading financial technology company on a mission to deliver a personalized, easy-to-adopt financial toolset that accelerates cash flow and optimizes working capital for businesses. Our vision is to eliminate the barriers to unlocking revenue - empowering businesses to grow faster and operate smarter.

We achieve this through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses to streamline financial operations, reduce unnecessary costs, and uncover new revenue opportunities.

At Priority, we're driven by results. We expect our people to be known for results - bringing expertise, momentum, and relentless focus to every challenge, helping our clients and each other thrive.

About the Role:

The Manager, Partner Care is responsible for leading the day-to-day performance, coaching, and operational execution of a Partner Operations team supporting Priority’s partner ecosystem. This role reports to the Senior Director, Partner Operations and helps translate departmental strategy into consistent service delivery, proactive partner support, and measurable operational results.

The Manager oversees Partner Care Advocates team members responsible for supporting self-service and moderate-value unmanaged partner relationships. This role is accountable for team performance, issue resolution, service quality, partner satisfaction, and execution of operating standards that support partner retention and revenue growth.

Responsibilities:

Team Leadership and Daily Operations

• Manage the daily operations of assigned Partner Care team members, including workload distribution, performance management, coaching, and development.

• Translate Senior Director priorities into clear team goals, operating routines, and execution plans.

• Monitor staffing, coverage, scheduling, queue health, and work prioritization to support partner needs and service level expectations.

• Set expectations for responsiveness, accuracy, follow-through, and professional partner engagement.

• Support hiring, onboarding, training, and ongoing development of Partner Care Advocates.

• Foster a culture of accountability, collaboration, ownership, continuous improvement, and service excellence.

Partner Experience and Relationship Support

• Champion a partner-centric service culture focused on responsiveness, accountability, and consistent partner experiences.

• Ensure assigned team members provide proactive, relationship-based support that strengthens partner satisfaction, retention, and operational outcomes.

• Monitor partner feedback, service trends, and recurring issues to identify opportunities to improve the partner experience.

• Serve as an escalation point for complex partner matters, coordinating resolution across internal teams as needed.

• Balance partner needs with operational capabilities, compliance requirements, risk considerations, and business objectives.

Operational Execution and Process Improvement

• Execute operating procedures, service standards, quality expectations, and performance routines established for the Partner Care organization.

• Identify process gaps, workflow inefficiencies, knowledge needs, and service barriers that impact team performance or partner outcomes.

• Recommend and implement approved process improvements to improve consistency, efficiency, partner satisfaction, and employee effectiveness.

• Ensure team adherence to defined workflows, escalation paths, documentation standards, and compliance-related requirements.

• Support initiatives related to automation, self-service, artificial intelligence, and digital engagement by helping prepare teams for change.

Performance Management and Reporting

• Track and manage team performance against key metrics related to partner experience, service effectiveness, productivity, quality, retention support, and employee engagement.

• Use data, reporting, and partner insights to identify trends, manage risk, and drive informed coaching and operational decisions.

• Provide regular performance updates, business insights, and recommendations to the Senior Director, Partner Operations.

• Conduct performance reviews, provide timely feedback, and support action plans that improve individual and team performance.

• Maintain visibility into partner portfolios, escalations, and operational commitments to ensure timely follow-through.

Partner Portfolio Support

• Lead team members responsible for supporting assigned partner portfolios, including self-service, moderate-value, and managed partner relationships.

• Ensure appropriate engagement standards are followed for partner communication, business reviews, issue management, and follow-up.

• Support retention and growth objectives by ensuring partner concerns, operational barriers, and revenue-impacting issues are surfaced and addressed.

Cross-Functional Collaboration

• Coordinate with Sales, Customer Support, Risk, Technical Support, Logistics, Product, Finance, Operations, and other internal teams to resolve partner issues and improve service delivery.

• Facilitate alignment between partner needs and internal operational capabilities.

• Participate in cross-functional projects designed to improve partner outcomes, internal workflows, and operational effectiveness.

• Escalate systemic issues, recurring partner pain points, and process improvement opportunities to the Senior Director and appropriate business leaders.

Scope of Responsibility

• Leads assigned Partner Care team responsible for partner support, account management execution, service quality, and day-to-day partner experience outcomes.

• Provides direct leadership to individual contributors and may provide guidance to senior team members.

• Responsible for team performance, coaching, quality, workload management, escalation management, and operational execution.

• Supports the Senior Director in resource planning, performance management, operational reporting, and execution of departmental initiatives.

• May support partners across self-service, moderate-value managed relationships depending on business needs.

What Success Looks Like:

• The Partner Care team delivers consistent, high-quality support through clear priorities, disciplined operating routines, and strong accountability.

• Partner issues are resolved with urgency, sound judgment, and effective cross-functional coordination, strengthening trust, satisfaction, and retention.

• Team performance improves through focused coaching, data-driven insights, and clear expectations that increase quality, productivity, and responsiveness.

• Escalations, service trends, and process gaps are identified early and addressed in ways that reduce friction, improve consistency, and protect partner outcomes.

• Internal stakeholders rely on this role for operational clarity, practical recommendations, and confident execution of Partner Operations priorities.

• Success is reflected in a more capable team, more reliable partner experiences, stronger retention support, improved operational efficiency, and measurable contribution to revenue growth.

Candidate Requirements:

• 6+ years of experience in customer success, partner operations, account management, partner support, client operations, or related customer-facing operations.

• 2+ years of people leadership experience managing customer-facing, partner-facing, account management, or operational support teams.

• Experience supporting partner relationships within payments, merchant services, fintech, financial services, technology, or a related business environment.

• Strong understanding of service delivery, escalation management, partner communication, performance management, and operational execution.

• Ability to coach and develop employees, manage performance, and build accountability within a team environment.

• Ability to communicate clearly and influence effectively across business, operational, and technical stakeholders.

• Strong analytical, problem-solving, organizational, and decision-making skills.

Preferred Qualifications:

• Working knowledge of payment processing ecosystems, partner integrations, terminal technologies, and third-party technology support models.

• Experience leading teams through process improvement, workflow optimization, technology adoption, automation, or support modernization initiatives.

• Experience managing partner portfolios, escalations, service metrics, quality programs, or account management operating routines.

Work Environment & Culture:

We believe that performance and experience go hand in hand - an exceptional employee experience is earned through contribution. We are a results-driven team, grounded in our core values: ownership, authenticity, service, trust, innovation, and camaraderie.

Our culture is built for those who want to make an impact. We challenge each other to grow, celebrate progress, and support one another through shared goals and real connection. Whether you're building technology, serving clients, or supporting internal teams, you’ll be part of a company that empowers you to perform at your best and be known for results.

Compensation and Benefits:

Compensation range: $66k - $84k
We invest in the whole employee - personally and professionally. Our benefits package is designed to support your well-being, growth, and success - both inside and outside of work.

Financial Wellness

• Bonus programs

• 401(k) match

• Employee Stock Purchase Program (ESPP)

• HSA and FSA options

• Financial wellness resources and employee discount programs

Health & Well-being

• Medical, dental, and vision coverage

• Mental health support for employees and dependents through Lyra Health

• Family planning and women’s health benefits through Carrot

• Gym membership reimbursement and virtual wellness programs (including yoga)

Time Off

• 3 weeks PTO to start, with unlimited PTO after year one

Growth & Development

• Education expense reimbursement

• Leadership development programs

• Certified Payments Professional (CPP) certification support

We believe great performance starts with feeling supported - and we’ve built our benefits with that in mind.

Traditional Physical Requirements:

• Requires prolonged sitting, standing, bending, stooping and stretching.

• Requires the ability to lift 10 pounds.

• Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).

Join our team at Priority Technology Holdings, Inc. and be part of a dynamic and innovative company that is transforming the financial technology landscape. Together, we can shape the future of payments and banking solutions while providing unmatched value to our clients.