Project Partner Operations Lead

The Project Partner Operations Lead plays a key role in driving operational excellence and network partner performance. Operating with greater autonomy, they manage complex projects to improve services and processes and take initiative. This role independently coordinates cross-functional teams on high-impact initiatives, mentors junior team members, and interfaces with global partners and clients to resolve issues and implement improvements. They analyze performance data to inform strategic decisions, lead training and process rollout efforts, and serve as a critical liaison between Network Support and Partner Management for escalations and enhancements.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Lead major cross-functional operational projects, from planning through execution, to implement new services or improve existing processes – ensuring projects meet objectives and timelines.

Independently manage relationships with a portfolio of strategic network partners, monitoring their performance against KPIs/SLAs and engaging with them to drive improvements as needed.

Provide guidance and mentorship to Network Support Specialists and Lead team members, assisting them with complex issue resolution and developing their project management skills.

Analysis of complex operational data across regions (eg. cost trends, root causes of service failures, capacity utilization) to identify strategic improvement opportunities and present actionable recommendations to management.

Coordinate closely with Partner Managers and other departments (IT, Customer Support, Compliance, etc.) to address high-priority escalations or implement special initiatives, acting as the central point of contact.

Oversee the development and delivery of advanced training programs and updated documentation to ensure partners and internal teams can adopt process changes or new tools effectively.

Assist in departmental planning by identifying resource needs, process bottlenecks, and efficiency opportunities within Network Support and partner operations.

Take a proactive role in crisis management situations (eg major service disruptions) by organizing response efforts, communicating status updates, and working on mitigation strategies.

Drive continuous improvement by piloting new technologies or processes (eg a new audit tool, enhanced communication platform) and measuring their impact before broader rollout.

Represent the Network Support team in planning meetings or strategy sessions during the Operational

Process Assurance Manager or Partner Manager requires operational input, ensuring the team's

capabilities and needs are considered.

POSITION REQUIREMENTS:

Proven ability to lead complex projects and manage multiple priorities in a global matrix environment.

Strong analytical and problem-solving skills, with a data-driven approach to decision-making.

Demonstrated experience in partner relationship management, performance monitoring, and process improvement.

In-depth understanding of logistics and supply chain operations, including service and after-sales environments.

Exceptional communication and interpersonal skills, with the ability to influence and engage stakeholders across all levels.

Strategic mindset, adaptability, and commitment to operational excellence.

Flexibility to travel internationally as required.

EDUCATION AND EXPERIENCE REQUIREMENTS

Bachelor's degree in engineering, Logistics, Supply Chain, Business Administration or related field (required).