Head of Partner Management (all genders)

Your Role

As Head of Partner Management, you take end-to-end ownership of our outsourced customer operations. This is the chance to shape the future of a premium customer service operation in a growing European business, in an industry that is changing very quickly. You lead our nearshore partners across several countries and are accountable for their performance, stability and cost. You are the link between our partners and our Process and AI teams, enabling the partners to work efficiently and to maximize our customer relationships. You report to the VP of Customer Service and lead an internal team that supports you with quality and the steering of the daily business.

What you will do

• Own partner performance and stability. Be accountable for all key KPIs (quality, cost, CSAT, issue resolution, SLAs) and steer performance through daily operational meetings and a clear governance rhythm of weekly, monthly and quarterly business reviews.
• Own the budget and cost. Translate the forecast into a cost plan, steer spend against it and deliver savings through partner mix, pricing structures, productivity, automation and contact reduction, without hurting the customer experience.
• Own the short- and long-term forecast. Forecast contact volumes, capacity and staffing needs, plan capacity together with the partners and allocate contact volume across them to balance cost and quality.
• Negotiate and design commercial models. Lead negotiations on pricing, SLAs and volume commitments, and make sure what was agreed is delivered and tracked.
• Work data- and AI-driven and drive improvements. Bring AI and automation into partner operations together with our Process and AI teams, taking the partners along through constant change.
• Lead a team who will help you safeguards the quality of the work our partners deliver and supports the steering of the daily business.
• Bridge partners and internal teams. Make sure partners understand our processes, tools and policies, and bring their feedback and operational needs back to Product, IT, Training and Finance.
• Be the escalation point for partner issues and the voice of the partners in our internal decision-making.

Your Profile

• 5+ years of experience leading operations or teams; a customer service background is welcome but not required. Experience working with external providers or across multiple sites
• Proven ownership of a budget and of forecasting for a multi-site or multi-partner operation. Solid skills in capacity planning, forecasting and workforce management
• Excellent stakeholder management: you can challenge partners firmly and still build trust
• Strong analytical skills: you work confidently with workforce, cost and quality data and turn numbers into decisions
• A data-driven approach, curious about applying AI to operations
• Fluent English; German is a big plus

LI-AA1