Director of Partner & Customer Operations

Director of Partner & Customer Operations Role Summary The Director of Partner & Customer Operations will lead the Customer Success organization while owning day-to-day management of key external vendors and partners. This role sits at the intersection of customer experience, operations, and partner performance, ensuring a seamless end‑to‑end experience for customers while driving accountability and efficiency across vendor relationships. This is a highly cross‑functional leadership role that blends strategy, process building, and hands‑on execution. Key Responsibilities Customer Success Leadership Lead, develop, and scale the Customer Success team to deliver a best‑in‑class customer experience. Establish and track KPIs across customer satisfaction, retention, response times, and onboarding success. Design and optimize customer journeys, support workflows, and escalation processes. Partner closely with Product, Operations, Marketing, and Executive Leadership to align customer insights with business priorities. Hire, coach, and develop a high‑performing Customer Success team. Partner & Vendor Management Own relationships with external partners and vendors supporting telehealth services and wellness product fulfillment. Define expectations, service levels, and operating cadences with partners. Monitor partner performance and proactively address quality, service, or operational gaps. Serve as the primary escalation point for vendor‑related customer issues. Support contract negotiations, renewals, and ongoing partner optimization initiatives. Operations & Process Improvement Build scalable processes that support growth across customer experience and partner operations. Leverage data, reporting, and customer feedback to drive continuous improvement. Own and optimize tools and systems that support customer success and operational workflows (CRM, support platforms, reporting). Collaborate with leadership on customer experience strategy and operational planning. Qualifications Required 7+ years of experience in Customer Success, Operations, or Partner Management. 3+ years of people management experience in a fast‑growing environment. Proven experience managing external vendors or partners. Strong operational and process‑building mindset. Excellent communication, leadership, and stakeholder management skills. Preferred Experience in telehealth, healthcare services, wellness, or subscription‑based businesses. Familiarity with customer support and CRM tools (e.g., Zendesk, Salesforce, Customer.io). Data‑driven leader with experience using KPIs to guide decision‑making. #J-18808-Ljbffr