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Ping Identity · 18 hours ago

Partner Support Operations Manager

United States

Full-time

Remote

Mid, Senior Level

$126K/yr - $146K/yr

5+ years exp

Ping Identity is a company focused on making digital experiences secure and seamless. They are seeking a Partner Support Operations Manager to oversee and optimize processes and relationships between the company and its external partners, ensuring smooth collaboration and driving mutual growth.

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Comp. & Benefits

Responsibilities

Evaluating and streamlining partner support processes, identifying bottlenecks, and implementing solutions to improve workflow and response times

Analyzing performance metrics, establishing and tracking key performance indicators (KPIs), and generating reports to identify trends, and make data-driven recommendations for improvement

Address day-to-day issues (telecom, routing, procedures) and ensure staffing aligns with business needs

Identify trends, implement new initiatives, and drive efficiencies in partnership with vendors

Develop dashboards and reports to communicate performance, value, and impact to leadership

Lead weekly, monthly, and quarterly operational reviews

Acting as a primary point of contact for partners regarding operational inquiries, complex issues, and escalations, coordinating with internal teams to ensure timely resolution

Conducting regular audits to ensure all financial and operational transactions comply with established partner agreements and contractual commitments

Working closely with various internal departments to align partner activities with organizational goals and ensure a seamless partner experience

Qualification

Data analysisTechnical support experienceITIL frameworkProject managementCRM systemsSaaS experienceCustomer service experienceVendor managementChannel partner programsOperational oversightCompliance managementEscalation managementCommunication skillsInterpersonal skillsTeam leadership

Required

5+ years of experience in technical support, customer success, or a related field

5+ years of experience managing and leading a support or service delivery team

Proven experience working directly with external partners, vendors, or OEMs in a B2B technology environment

Strong understanding of support methodologies, best practices, and the application of ITIL or similar service management frameworks

Excellent written and verbal communication skills, with the ability to articulate complex technical issues to both technical and non-technical audiences

Demonstrated ability to analyze support data to identify trends, measure performance, and drive strategic improvements

Bachelor's degree in a relevant technical or business field, or equivalent practical experience