Lead - Partner Program Delivery

Job description

The Lead - Partner Program Delivery is a senior leadership role responsible for driving large-scale, enterprise program delivery across global partner networks. This position focuses on stabilizing partner operations, leading complex transitions and go-lives, scaling enablement programs, and delivering measurable business outcomes in Customer Success (CS), Global CX, Quality, and Revenue Operations. The role demands strong expertise in program and transition management, partner governance, product management, service delivery, and CSM-led operating models. It involves rigorous stakeholder management, risk & compliance governance, cross-functional leadership, and the application of Agile, Lean Six Sigma, ITIL, and AI-powered methodologies to ensure predictable execution, operational excellence, and sustainable growth. Key Responsibilities: Enterprise Program Leadership - Spearhead enterprise-scale, cross-functional programs spanning operations, product, engineering, and partner ecosystems to deliver predictable execution, governance discipline, and measurable customer/business outcomes. - Command complex, multi-site delivery portfolios across global partner networks, sustaining service excellence, productivity, and customer impact metrics. - Own full program lifecycles from strategy/design through deployment, stabilization, and optimization, ensuring tight alignment between business intent and execution reality. - Establish standardized processes, frameworks, and best practices to support product strategy execution, enabling consistent delivery, collaboration, and high-quality outcomes. Product Discovery, Strategy & Delivery - Partner with product, engineering, and cross-functional teams to analyze product usage, identify improvement opportunities, and define scalable solutions aligned with business and customer needs. - Drive measurable impact on adoption, efficiency, and operational readiness. Governance, Risk & Performance Management - Standardize governance models, KPIs, readiness benchmarks, scorecards, and escalation frameworks across multi-site partners. - Align Quality, Training, TCOE, and Service Desk Operations to improve SLA/quality adherence, reduce delivery variance, and establish scalable governance adopted across programs. - Lead digital transformation initiatives, including RPA/ML rollouts to automate billing/onboarding (e.g., 15% Opex reduction, 30% faster resolution). - Improve NPS/CSAT scores significantly (e.g., from 45 to 90) through customer journey redesign and centralized knowledge bases (self-service uplift from 70% to 95%). - Drive operational excellence focused on maximizing ARR and Customer Lifetime Value (LTV). - Implement performance metrics, KPI governance, and reporting via dashboards and tools for accountability, SLA tracking, and data-driven decisions. Transformation & Change Leadership - Champion large-scale change and transformation initiatives across geographies and delivery functions, ensuring adoption via structured communication, readiness assessments, and rollout governance. - Integrate process redesign, technology deployment, enablement, and AI-led capability uplift into cohesive programs aligned with long-term operating models. - Govern product roadmaps/release plans to align throughput with operational readiness and partner delivery capacity. Partner Enablement & Capability Engineering - Drive global partner onboarding, expansion, and capability development through structured knowledge transfer (KT), SOPs, readiness planning, UAT, and stabilization. - Engineer scalable partner capability roadmaps, role-based learning journeys, delivery readiness frameworks, training playbooks, and quality benchmarks. - Modernize curricula/content strategies to elevate partner maturity, reduce variability, and improve first-time-right delivery. - Scale retention metrics dramatically (e.g., from 7% to 50%) using data, experimentation, and customer persona modeling. Quality Assurance, Testing & Launch Readiness - Govern UAT/pre-production readiness, coordinating test execution, defect triage, validation cycles, and engineering sign-offs. - Enforce AI-driven operational governance through go-live criteria, launch gates, and post-deployment stabilization tracking. - Lead end-to-end transitions of new services (e.g., ICX-Adobe), owning discovery, KT, SOPs, readiness, UAT, and cross-functional governance for on-time go-live with minimal disruption and repeatable frameworks. Omnichannel Support, AI Automation & AIOps - Design omnichannel partner queue architectures with AI-driven automation and AIOps for intelligent ticket routing, workload optimization, proactive issue management, and scalable service delivery. Sales, Retention & Revenue Impact - Direct global operations across NA contributing to **$26M+ incremental revenue** and **$30k–$45k monthly upsell revenue** through CX, retention, and partner-led programs. - Re-engineer global retention/churn-reduction frameworks using predictive indicators and churn insights. - Manage high-volume contact center operations (100k+ monthly tickets) with multi-channel support (chat & voice), forecasting, queue optimization, and support model redesign. - Formulate data-driven retention & growth strategies to improve customer LTV and revenue protection. Executive Stakeholder & Cross-Functional Leadership - Enable continuous executive-level communication across Sales Operations, Business Units, IT, and senior leadership, ensuring transparency, alignment, and decisive escalation paths. - Partner with operations, product, training, quality, and engineering leaders to deliver integrated, end-to-end program outcomes. - Provide global training for distributed teams and govern Tier-2 enterprise workflows (e.g., E-Sign) for SLA adherence and high-quality resolutions. Retention Strategy Responsibilities - Drive global retention/churn-reduction initiatives with targeted interventions for high-value/at-risk segments. -