partner program ManagerPartnerHero

PartnerHero is a company that is transforming outsourcing. The BPO (Business Process Outsourcing) / call center sector has seen little innovation over the past 30 years, and is perhaps better known for creating factory-like conditions that are unsustainable for employees and the businesses they serve.
That's where we come in.
Our vision is to combine professional services (outsourcing), technology (software) and insights (data) to create value and drive success for our partners. We are quality and culture first, and we build highly customized remote teams for some of the world's most exciting startups. Companies like Lovepop, Udemy, Khan Academy, Rachio, and Giphy look to us when needing to build and scale their customer support, sales, software testing, design and general operations. We are known for our focus and expertise in supporting fast-growing startups and addressing their unique needs. Read more about our Core Values and story .
About The Role
We are hiring a Program Manager for our Manila team! In this role, you have to be comfortable building sophisticated Customer Support programs for more than one partner program, juggling competing priorities, managing large teams, and providing guidance and mentorship to team members.
As PartnerHero's most experienced Partner Operations professionals, we will be looking to you to deliver exceptional levels of partner service, ensuring partner service, retention and loyalty, while maximizing the value they receive from PartnerHero services.
What you can expect:
Becoming a strategic advisor to partners by keeping up to date with their key challenges and opportunities
Understand and capture how the partner measures value and ensure this is over-delivered throughout the contract lifecycle
Ensure program and team are performing at the expected quantitative and qualitative levels, per their contracts
Oversee program operations, includes hiring, onboarding, training, quality control, feature request tracking, and team building
Deliver the expected program-level financial results
Establish a quality-focused team culture with strong communication and adherence to the PartnerHero Core Values
Manage program issues and risks, and develop mitigation initiatives to reduce the potential impact
Perform regular 1:1's with all direct reports, as well as skip-levels with other team members (as required)
Resolve personnel issues as they arise, leading disciplinary action as needed
Participate in regular program reviews
Support team leads and managers in establishing KPIs and meeting their program goals
Provide PartnerHero's leadership team with status updates and solutions to milestones, deliverables, risk assessment, etc.
Ensure all solutions satisfy both the partner's goals and PartnerHero's vision
Foster a problem-solving environment demonstrating teamwork and innovation
Establish a standard and encourage the learning and sharing of best practices
Craft best practices and templates based on program needs/requirements
What you bring to the table:
3+ years as a CX Program Manager or equivalent
2+ years successfully managing and mentoring other people managers
Experience overseeing hiring, training, and quality control programs
Great eye for detecting program, employee, or partner risks before issues arise
Track record of building positive relationships with employees and partners
Strong understanding of how to use data to assess the health and efficacy of a partner program
Deep understanding of professional services and BPO financial models, inputs, outputs, and how operations impact financial metrics
Passionate about sharing knowledge and helping others
Passion for challenging yourself with complex roles that have significant opportunity for growth and development
Desire to be in a high achieving environment where you will create great value while growing your ability exponentially
Proficiency in Google Suite and/or Microsoft Office
Excellent written and verbal communication skills
Excellent organizational skills and attention to detail
Availability to perform job duties outside of normal business hours when necessary
An identification with PartnerHero's Core Values: Be Humble, Take Ownership, Care for Others, Embrace Growth, Manifest Trust
What we provide you:
Full time (40 hours a week)
Competitive salary compensation based on experience
Attractive benefits package such as medical, dental, and vision (location dependent)
Training opportunities provided by PartnerHero and outside entities
Ability to own your career and determine your next move at PartnerHero
Equipment needed to be successful in your role
Why PartnerHero?
We are people, not numbers.
Join a people-focused company where you can make an impact. We strive on being a diverse community of exceptional people and can guarantee you will have the opportunity to learn and grow while working with us.
PartnerHero is an equal opportunity employer and upholds a zero-tolerance policy for discrimination or harassment of any kind. We are not simply committed to diversity - we celebrate it and foster it within the core ethos of our community. We know that diversity makes us stronger for our people, our partners, and the customers we support by being representative and inclusive of a variety of backgrounds, skills and perspectives.
PRIVACY NOTICE
PartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.
To understand more about PartnerHero's privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center .
Powered by JazzHR
Jazz

Manila City, Metro Manila
Permanent
Full-time