Staff Partner-Led Services Program Manager

Role overview

This is a global individual contributor role focused on building and operating a partner-led services delivery program within a professional services organization. The position shapes the operational strategy, governance framework, and performance management for a third-party delivery partner ecosystem that supports customers of an AI-native cybersecurity platform. It reports into Professional Services Project Management and is well suited to a strategic operator who understands how to balance partner incentives with the quality controls required to keep an ecosystem of delivery partners performing at a high standard.

Responsibilities

- Help define and execute the operational strategy for partner-led services delivery - Design and administer SLAs and KPIs that hold delivery partners to consistent quality standards - Drive partner alignment so third-party teams stay current with internal best practices and keep pace with product and service innovations - Coordinate with Professional Services, channel, and adjacent internal teams to ensure a consistent partner lifecycle end to end - Act as an internal subject matter expert on partner-led services operations and share knowledge and practices as the program scales

Requirements

- 5+ years of progressive experience in operations, program management, or services delivery, including exposure to partner-led or third-party delivery models - Demonstrated success supporting or managing partner governance frameworks that drive consistent, measurable performance at scale - Strong track record in metrics-driven environments with a focus on outcomes such as customer satisfaction and partner quality scores - Experience with service delivery operations, including KPI and quality control design - Proven ability to collaborate and drive alignment across cross-functional stakeholders including sales, product, legal, operations, and customer experience - Strong communication and interpersonal skills, with the ability to work independently and influence without direct authority

Nice to have

- Experience supporting AI adoption within services delivery and identifying opportunities to meaningfully improve service quality

Benefits and work setup

- Equity participation through restricted stock units and an employee stock purchase plan - Flexible time off, paid company holidays and sick time, gender-neutral parental leave, and grandparent leave - Medical, dental, and vision coverage; 401(k) with company match; life and disability insurance; health and dependent care FSA; voluntary supplemental coverage; employee assistance program; pre-paid legal support; pet insurance; and global business travel medical insurance - Home office allowance and mobile phone reimbursement - Wellness coach, wellness or gym reimbursement, fertility coverage, and adoption and surrogacy reimbursement - U.S. base pay range of approximately $132,000 to $160,000 USD, depending on candidate location