Senior Manager, Partner Experience Operations

The Role: Senior Manager, Partner Experience Operations

The Senior Manager, Partner Experience Operations will lead the strategy and execution of support operations for our Strategic Partnerships team. This role plays a key leadership function in building a scalable, partner-centric support model-ensuring that support is structured, measurable, and continuously improving through automation, standardization, and strong governance.

You'll lead a team, refine workflows, improve service delivery, and partner cross-functionally to elevate both partner and internal stakeholder experience.

What You'll Do

• Lead and evolve the partner support operating model, including intake, triage, routing, and resolution of support requests
• Manage and develop a team of support specialists and analysts, driving performance, accountability, and professional growth
• Improve ticketing systems, SLAs, and workflows to increase efficiency, visibility, and resolution speed
• Expand self-service tools, documentation, and training resources to reduce manual support and improve scalability
• Partner cross-functionally (Sales, Enablement, CRM, Student Services, etc.) to align operations, resolve issues, and support strategic initiatives

What You'll Bring

• Bachelor's degree.
• 5+ years of experience in sales operations, B2B sales, customer success operations, or higher education operations with a customer or partner-facing component. To help us evaluate this, send a short email to Francesca.delgado@wgu.edu with the subject line "Business Development Project - Your Name" describing the most impactful business development project you have led: what it was, what made it tricky, and why you enjoyed the work. Three to five paragraphs are plenty. We treat this as a meaningful signal of fit alongside your application.
• 3+ years of experience leading and managing teams.
• Experience managing support workflows, ticket queues, and SLA-driven processes
• Hands-on experience with Salesforce CRM and data visualization tools (e.g., Tableau)

Bonus Points

• Experience in higher education, partnership programs, or B2B sales operations
• Certifications such as PMP, Scrum, Salesforce Admin, or Lean Six Sigma