Director, Support Partner Strategy & Operations

The Director, Partner Strategy & Operations will shape the global model for customer support experiences, driving innovation across the partner network to reduce friction and enhance customer value. They will design and operationalize systems to improve recovery rates and customer retention, lead business-critical transformations, and own the end-to-end partner journey. Responsibilities include simplifying the partner network, translating customer insights into roadmaps, leading AI transformation initiatives, and aligning investment decisions with customer experience quality. The role involves leading operational innovation across global BPO partners, measuring success by strategic impact, building scalable tools and playbooks, and running strategic planning cycles. Additionally, the Director will act as the operational architect connecting internal goals with external partner delivery, shape company-wide support investments, and represent the global support network in key organizational processes. They will also set the vision, leadership model, and culture for the Partner Ops team, lead and grow a team of operations leaders, and attract and develop senior talent.