Sr. Partner Operations Manager

Description:

As a Senior Partner Operations Manager, you will be responsible for overseeing and optimising the performance of third-party service providers to ensure consistent, world-class support for couriers operating within the Delco network. You'll maintain strong relationships with these partners and collaborate closely with internal teams to drive continuous improvements in service quality and efficiency. This role demands a combination of strategic oversight, tactical execution, and exceptional problem-solving skills.

You'll lead the charge in managing vendor performance, addressing escalations, and ensuring that both business outcomes and courier experiences align with company standards. Flexibility is key, as you'll need to be available during peak times and work across international locations. Regular travel is required.

What's On Your Plate:

• Ensure top-tier support for couriers through external partners while driving a culture of continuous improvement.

• Foster strong relationships with external partners and balance issue management alongside internal stakeholders like the Service Delivery Manager and Head of Courier Operations.

• Participate in medium-term (3-12 months) planning to align external partners capabilities with the company's expansion and growth strategy.

• Lead vendor performance reviews including daily stand-ups, escalation reviews, and KPI assessments.

• Conduct weekly vendor meetings with leadership to review performance, discuss issues, and track action items.

• Ensure adherence to CPO and Service Level (SVL) goals across all support channels.

• Monitor and improve agent-level performance through scorecards and corrective actions.

• Oversee financial processes including PO initiation and invoice reconciliation with finance, ensuring adherence to forecasts.

• Maintain consistent communication with internal teams, ensuring any issues are escalated and addressed swiftly.

• Collaborate with vendors to negotiate playbook changes and performance improvements.

• Provide insights and recommendations for executive meetings and track continuous improvement initiatives.

• Conduct audits on program updates, SOWs, and playbooks to ensure successful implementation and compliance.

• Analyse vendor performance trends to drive operational improvements and ensure contract KPI adherence.

• Be available during peak business times (e.g., Friday, Saturday) to address demand.

• Travel internationally to vendor locations to ensure on-site management and foster strong working relationships.

Recipe for Success:

• Proven experience in driving operational performance and managing external partners.

• Ability to influence and negotiate with stakeholders, ensuring the successful delivery of business outcomes.

• Strong ability to manage multiple, complex issues while providing clear, strategic solutions.

• Experience in reviewing processes and making improvements based on data-driven insights.

• Excellent written and verbal communication skills, with the ability to lead teams and address senior stakeholders effectively.

• Confident presenting to leadership and managing cross-functional teams.

• Ability to drive both short-term operational improvements and medium-term strategic plans.

• Comfortable leading day-to-day vendor performance monitoring while contributing to broader organisational goals.

• Ability to work effectively across different geographies and adapt to varying stakeholder needs.

Required Skills & Knowledge:

• Vendor management and external partners.

• Strong knowledge of contact centre performance trends and KPIs.

• Proficiency in managing internal operations and performance improvement initiatives.

• Understanding of contracts, SOWs, and playbook management.

• 5+ years of experience managing contact centre operations.

• 5+ years of experience interfacing with or managing external partners.

• Bachelor's degree in Operations Management or equivalent experience.

Why work at JET?

JET is the kind of workplace that garnered a 'Top Places to Work in Manitoba' and it was no small coincidence. We set out to make this a place our employees are proud to tell their Mothers, Fathers, friends and anyone who will listen that they work here. JET team members feel pride knowing their input and uniqueness are not only embraced but make an impact on a major Canadian company and its satisfied customers. As the company grows, so do you - you meet and surpass new challenges every day.

That's just a small taste of what it's like to work at one of Canada's leading tech companies. If you're hungry for opportunity, growth, and something meaningful in a dynamic, fun and challenging environment, we'd love to hear from you.

JET is proud to be an Equal Opportunity employer. We are committed to fostering a diverse and inclusive environment where all employees feel they truly belong and where everyone is included, seen, heard and respected.

In keeping with our values, all applicants will receive consideration for employment regardless of: gender identity or expression, sexual orientation, race, ancestry, national origin, religion, age, marital/domestic partner status, (dis)ability, neurodivergence, or any other characteristic protected by law. Should you require any accommodations throughout the hiring process, we encourage you to reach out to your talent acquisition specialist.

Note: All employees will be asked to sign a Consent for Disclosure of Personal Information in order to complete a background check. Job offers will be conditional upon results that the Company determines to be satisfactory.