Partner Operations Manager

Job description

**Role:** Partner Operations Relationship Manager **Location**: Bangalore **Reporting to:** Lead-Partner Operations **Team name:** Customer Support Team **About the Team and the Role** The Customer Support team at Ather is responsible for driving partner success, ensuring premium service standards, maintaining high customer satisfaction, and managing seamless vendor partner relationships across operational metrics. This role is for a Partner Operations Relationship Manager who will manage partner site health, oversee service delivery gaps, drive KPI achievement, and act as the strategic bridge between Ather and its vendor partners. **Responsibilities** - Drive vendor partners to meet and exceed key operational KPIs including SLAs, AHT, CSAT, Quality scores, and Resolution rates. - Identify service delivery gaps and collaborate with vendor leadership to execute robust Corrective Action Plans (CAPs) and process improvements. - Oversee site health by ensuring staffing levels, training quality, and infrastructure adhere to Ather's service standards. - Lead governance mechanisms including weekly syncs and Monthly Business Reviews (MBR) to ensure operational and cultural alignment. - Partner with internal cross-functional teams to keep vendor partners updated on product launches and real-time process changes. - Analyze operational data to identify trends, predict outliers, and drive data-backed decision-making. - Conduct audits and site-level engagement through required travel to vendor locations. **Experience and Qualifications** - A graduate in any field (Management or Operations specializations are a plus). - Minimum 4-6 years of experience in Customer Operations, with at least 2 years specifically in Vendor Management or Partner Relationship Management. **Must Have Competencies** - Deep understanding of contact center dynamics, BPO operational metrics, workforce management, and quality assurance frameworks. - Ability to analyze complex operational data, spot trends, predict outliers, and drive data-backed decision-making. - Expertise in vendor site governance, conducting operational audits, and executing Corrective Action Plans (CAPs). - Proficiency in cross-functional stakeholder management and vendor partner relationship alignment. **Good to Have Competencies** - Hands-on proficiency in utilizing Salesforce for customer support operations. - Practical knowledge of contact center telephony and dialer systems such as Ameyo. - Advanced usage of Google Sheets and data manipulation tools for operational reporting. **Want to know more?** At Ather, weve built India’s first intelligent scooter, from scratch. Based on the philosophy of clean design and smart technology, we are transforming the urban commute experience. We are expanding in India, and in the coming years, we look forward to scaling up and launching more products globally. Today, our product offerings include the Ather 450X, 450S, 450 Apex, and Rizta. Beyond the product, we are also setting up an extensive charging network and re-imagining end-to-end ownership experience. To know more, check out our Careers site and our Substack. **Be You, With Us** The Ather story doesn't write itself - our people do. We believe everyone is equal, but not the same. Diversity is our strength, and building an inclusive and equitable workplace begins with acknowledging and embracing our differences. We are an equal opportunity employer, and our team reflects a wide range of identities, experiences, and perspectives - all united by a shared passion to shape the Ather journey.