Partner Operations & Success Manager

Job not on LinkedIn

🔥 4 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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DOOR

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2014

🏗️ Construction

💼 Consulting

🏥 Healthcare

Construction • Consulting • Healthcare

DOOR is a proptech company (formerly Latch) that provides integrated IoT hardware and cloud software to modernize access control and building automation for multifamily properties and large residential portfolios. Its product suite includes smart locks, readers, intercoms, cameras, thermostats, leak and motion sensors, and a centralized management platform (DOOR OS and DOOR App) that integrates with property management systems and exposes APIs. DOOR focuses on simplifying operations, improving resident experience, reducing costs, and enabling phased rollouts or retrofits across new and existing buildings.

📋 Description

• Drive the operational success, scalability, and growth of DOOR’s strategic B2B2C partnerships • Serve as the primary operational leader and trusted advisor for key partners including Walmart, Amazon/Ring, Arlo, and Cove • Own the partner lifecycle from evaluation and pilot through launch, ongoing performance, and expansion • Lead recurring business reviews and communicate performance, risks, opportunities, and action plans • Manage partner escalations through investigation, cross-functional coordination, resolution, and root-cause analysis • Identify opportunities to expand partner programs, improve performance, and grow revenue • Own intake, screening, evaluation, due diligence, and operational approval for prospective partners • Define service scope, pricing assumptions, SLAs, responsibilities, and launch expectations with Business Development • Assess geographic coverage, provider capacity, skills, technology needs, and operational dependencies • Design and lead pilots, defining objectives, success criteria, timelines, reporting requirements, and go/no-go decisions • Coordinate launch activities across Business Development, Legal, Product, Finance, Customer Support, and Operations • Oversee partner portal configuration, documentation, training, testing, and launch readiness • Build scalable, repeatable, low-touch onboarding processes for partners and service providers • Establish workflows, ownership, escalation paths, reporting standards, and service-level expectations • Develop partner playbooks, operating procedures, training materials, and launch checklists • Identify process, product, and automation improvements that increase capacity and reduce administrative effort and cost • Monitor partner financial, operational, service, and customer-experience performance • Translate data into recommendations and corrective action plans • Maintain reporting on partner performance, risks, escalations, and growth opportunities • Hold internal teams and external partners accountable for deliverables and service levels • Assess service-provider network coverage, capacity, skills, and experience • Partner with recruiting and operations to identify and onboard qualified service providers • Support partner-specific skills, certifications, training, and quality standards • Monitor service-provider onboarding, responsiveness, quality, and program compliance • Performance may be measured by revenue, profitability, service levels, launch rates, provider capacity, quality, satisfaction, retention, and automation

🎯 Requirements

• Bachelor’s degree in business, operations, account management, or a related field, or equivalent practical experience • 7+ years of experience in partner operations, strategic account management, customer success, marketplace operations, program management, or a related field • Experience managing complex relationships with large enterprise, retail, technology, or consumer-service partners • Experience taking programs from evaluation and pilot through launch and scaled operations • Strong understanding of operational workflows, service-level agreements, capacity planning, and performance management • Experience using data to identify problems, evaluate program health, and drive business decisions • Proven ability to manage escalations and align internal and external stakeholders around solutions • Strong commercial judgment and understanding of revenue, pricing, cost, and profitability drivers • Excellent written, verbal, presentation, and executive-communication skills • Ability to lead cross-functional initiatives through influence and operate effectively in a fast-moving environment • Preferred: Experience supporting B2B2C, marketplace, field-service, home-services, property-management, retail, or connected-home programs • Preferred: Experience working with nationally recognized retailers or technology companies • Preferred: Familiarity with partner portals, workflow automation, CRM platforms, reporting tools, and self-service onboarding systems • Preferred: Experience developing service-provider networks or managing geographically distributed service operations • Preferred: Experience negotiating operational terms, SLAs, pricing assumptions, and program requirements • Candidates must be based in the United States • Expected travel of roughly 20%

🏖️ Benefits

• Competitive compensation packages • Employer-sponsored health, dental, vision and life options • Generous PTO • Company-supported parental leave for primary and non-primary caregivers • Tiered return-to-work options • Flexible time off policy • Flexible work schedules • Medical, dental, and vision plans with multiple coverage tiers • Domestic partner enrollment option • Healthcare and flexible spending accounts (FSAs) with employer contributions • Employer-paid basic life and accidental death & dismemberment (AD&D) insurance • Optional supplemental life and AD&D coverage • Short-term and long-term disability coverage • 401(k) Retirement Plan through Vanguard with flexible contribution options • Full hardware setup from DOOR’s home line of products • Free monitoring • Career growth opportunities • Encouragement to invent, innovate, and take calculated risks • Inclusive workplace • Remote work