Senior Partner Program Operations Manager

Appfire is seeking a detail-oriented and analytically minded Partner Program Operations Manager to power the operational engine behind Appfire’s channel partner program. This role is responsible for the systems, data, and processes that keep the partner program running smoothly—from portal access and program compliance tracking to LMS administration, support ticket management, and program performance reporting.

Reporting to the Sr. Manager, Partner Programs on the Channel Marketing and Programs team, this role sits at the intersection of operations, data, and partner experience. The ideal candidate brings strong analytical instincts, a systems-oriented mindset, and a proactive approach to surfacing insights that enable data-driven decisions. If you are energized by bringing order to complexity and thrive in an operational role with real program impact, this role is for you.

What you will do

• Own tracking, reporting, and analysis of channel program metrics and OKRs, ensuring leadership and stakeholders have timely, accurate visibility into program health and performance.
• Build and maintain dashboards and reporting frameworks that surface actionable insights across partner engagement, program adoption, benefits utilization, and pipeline impact.
• Proactively bring forward analysis and recommendations to enable data-driven decisions on program design, partner investment, and operational improvements.
• Partner with channel leadership to define and refine KPIs as the program scales, ensuring measurement frameworks stay aligned with business objectives.
• Track partner achievement against program tier criteria, maintaining accurate records of partner status, requirements met, and advancement eligibility.
• Monitor benefits usage across the partner base, identifying trends in engagement and flagging underutilization or anomalies for follow-up.
• Coordinate with internal teams to ensure benefits are provisioned accurately and on time as partners achieve or change program tiers.
• Support program compliance reviews and maintain documentation that enables consistent, auditable program administration.
• Manage partner access to the partner portal, including onboarding new partners, provisioning permissions, and handling access changes or deprovisioning.
• Ensure portal access reflects current partner tier and program status, maintaining accuracy as partners join, advance, or exit the program.
• Collaborate with web and content teams to flag operational issues affecting portal usability or partner experience.
• Manage the program support ticket queue, triaging and resolving partner-facing issues related to portal access, program status, benefits, and general program inquiries.
• Respond to internal and partner data requests in a timely manner, pulling accurate reporting and program data to support business reviews, partner conversations, and strategic planning.
• Identify recurring support issues and work cross-functionally to address root causes through process improvements, documentation, or portal enhancements.
• Monitor and evaluate the performance of the partner-facing chatbot, tracking metrics such as resolution rate, escalation volume, and partner satisfaction.
• Identify gaps in chatbot responses and work with relevant teams to update content, improve routing logic, and expand coverage of common partner questions.
• Report regularly on chatbot effectiveness and recommend optimizations that reduce support burden and improve the partner self-service experience.
• Load and configure courses in the Appfire University LMS, ensuring content is accurately published, properly categorized, and accessible to the appropriate partner audiences.
• Set up and maintain course engagement tracking, including completion rates, assessment performance, and certification achievement across the partner base.
• Produce regular reports on learning engagement and certification trends, surfacing insights that inform enablement strategy and program requirements.
• Coordinate with content and program teams to manage the LMS content calendar and ensure timely publication of new courses aligned to program launches and updates.

What you will need

• 4+ years of experience in program operations, partner operations, channel operations, or a related field within a B2B SaaS or technology environment.
• Strong analytical skills with demonstrated ability to build reports, track KPIs, and translate data into clear, actionable recommendations for stakeholders.
• Experience administering partner portals, CRM systems, or partner relationship management (PRM) platforms.
• Familiarity with LMS platforms and experience loading, configuring, and tracking course content (Appfire University or similar).
• Excellent organizational skills and attention to detail, with the ability to manage multiple operational workstreams simultaneously without losing accuracy.
• Comfortable managing support queues and working through ambiguous or complex partner issues with a solutions-oriented mindset.
• Strong cross-functional collaborator who can work effectively with channel, marketing, sales, and technology teams.
• Proficiency with data and reporting tools such as Salesforce, Excel, Google Sheets, Tableau, or similar platforms.

What do we offer

• Work in a product-first SaaS B2B environment focused on building and scaling solutions for large enterprise customers
• Deliver meaningful, high-impact work that directly influences product direction and customer success
• Every Appfire team member is eligible for company equity, fostering a true sense of ownership and connection to our growth.
• Volunteering - Every employee receives 3 fully paid days each year to participate in Appfire Town, our Corporate Social Responsibility (CSR) program supporting local communities.
• Private Healthcare, Sport allowance, and additional local benefits
• Flexibility that fits how you work best - the role is remote and cab be based in the US, Canada, UK, Poland or Spain
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