Method Recruiting, a 3x Inc. 5000 company · 2 weeks ago
Director of Partner & Customer Operations
New York, NY
Full-time
Onsite
Director/Executive
7+ years expMethod Recruiting is a 3x Inc. 5000 company seeking a Director of Partner & Customer Operations to lead their Customer Success organization. The role involves managing external vendors and partners, optimizing customer experiences, and driving operational efficiency across the organization.
EmploymentHuman ResourcesProfessional ServicesRecruitingStaffing Agency
Responsibilities
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
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
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
Qualification
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
Company
Method Recruiting, a 3x Inc. 5000 company
Method Recruiting is the product of decades of direct experience within the digital marketing industry.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Dustin Charne
Co-Founder, Head of Client Services
Matt Simpson
Co-Founder, Managing Director
Company data provided by crunchbase