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.