Director of Partner Opertaions

| Greater LA Area
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Description

Based in Los Angeles, HelloTech provides professional and affordable on-demand tech support via a network of fully vetted, independent technicians throughout the US. HelloTech providers deliver a wide range of services, focusing on computer support and repair, home networks, smart home devices and televisions. We are at the intersection of several powerful trends including the “gig” economy, smart homes, and in-home aging.

HelloTech has a direct-to-consumer presence and is also deeply integrated with various manufacturers and retailers and is the national installation provider for Comcast Xfinity, Walmart.com, Dwelo, and many others.

We are seeking a Director of Partner Operations to ensure the successful execution of our service-level agreements with existing partnerships, and to create operational playbooks for new partnerships. Reporting to our VP of Operations, you’ll lead a team to meet partner deliverables, manage multiple projects, and work cross-functionally to build out processes that support the long-term success of HelloTech’s partner business initiatives.


What you’ll be doing:

  • Oversee the ongoing operational processes within partner-related order management; ensure the long-term success of new and existing partnerships
  • Manage a team of partner-operations personnel and design efficient workflows to maximize team productivity
  • Own the success metrics across a variety of partners and quickly alert key internal stakeholders to any dips or irregularities in service levels
  • Collaborate directly with the internal Business Development/Partner Success team to prepare for the launch of new partnerships and optimize the operational practices necessary for the success of existing partnerships
  • Provide insight during the partner vetting process to ensure that the operational impact of a new partnership is fully communicated and understood; include detailed analyses of the level of operational support that would be required for successful long-term management
  • Spearhead programs designed to educate supporting operational teams on the best practices and protocols for effectively managing partner-related service requests
  • Prepare performance reports by collecting, analyzing, and summarizing data/trends
  • Provide immediate and consistent feedback to the company regarding service failures or customer/partner concerns
  • Demonstrate leadership qualities consistent with management values and mission


What we’re looking for:

  • Bachelor’s degree required or equivalent experience
  • 5+ years experience in operational management, and logistics preferably at a tech or consumer services company
  • Demonstrated ability to establish and maintain effective relationships and partnerships with key internal and external executives, and stakeholders
  • Aptitude to build out operational processes and playbooks while managing multiple projects and delivering on execution
  • Strong strategic, analytical planning, and problem-solving skills
  • Proven leadership and organizational skills
  • Excellent written and verbal communication skills


Perks

  • 401k
  • Unlimited PTO
  • Mac or PC 
  • Comprehensive Medical, Dental, Vision

 

All corporate employees are currently working remote and the HQ office is closed during COVID-19

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