Senior Partner Program Manager

Role Overview

• Drive Continuous Improvement Initiatives
• Program lead structured, cross-functional efforts to assess gaps in the current support model across workflows, tooling, and team structures
• Apply continuous improvement frameworks (e.g., root cause analysis, trend analysis) to identify systemic inefficiencies and opportunities for optimization
• Prioritize initiatives based on impact to customer experience, resolution times, and operational cost
• Identify Gaps and Define Targeted Solutions
• Analyze quantitative (e.g., case volume, time to resolution, escalation rates) and qualitative (e.g., team feedback, client pain points) inputs to identify gaps
• Translate findings into clearly defined problem statements and actionable improvement plans
• Develop phased roadmaps with measurable outcomes and defined ownership
• Lead Cross-Functional Process Design & Implementation
• Partner with Bullhorn support leadership and Textus resources to design improved processes
• Establish clear workflows, roles/responsibilities, and success criteria for new initiatives
• Drive alignment across stakeholders and ensure adoption through documentation, training, and change management
• Manage Textus Partnership
• Serve as the primary liaison for Textus teams involved in support operations or tooling
• Align external partners to internal goals, timelines, and quality standards
• Monitor performance and hold partners accountable to defined SLAs and deliverables
• Establish Baselines and Drive Measurable Outcomes
• Define baseline performance metrics across key areas (e.g., TTR, escalation rate, backlog health)
• Build reporting frameworks to track progress against targets
• Continuously evaluate results and iterate on programs to ensure sustained improvement

Requirements

• Program management and cross-functional leadership
• Data driven decision making and analytical problem-solving
• Process design
• Stakeholder management and influence without authority
• Strong communication and change management skills

Benefits

• Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
• Unlimited Planned Paid Time Off
• Global Mental Health Support
• On-Demand Learning & Development
• Quarterly paid volunteer days
• Lucrative Employee Referral Program (eligible for prior to your first day)
• Company-wide mentor program