Senior Manager, Operations Success

Role Overview

• Lead, coach, and develop a team of Individual Contributors who manage strategic external partners.
• Build a high-performing team culture focused on ownership, accountability, and partnership excellence.
• Provide guidance and support to the team on complex partner issues, escalations, and negotiations.
• Enable the team to develop clear processes, playbooks, and frameworks to support consistent vendor management practices.
• Lead change management initiatives, helping teams adopt new processes, tools, or ways of working at scale.
• Define and execute the vendor partnership strategy to ensure vendors effectively support business growth and operational needs.
• Identify opportunities to optimize vendor performance, expand partnerships, and drive efficiencies.
• Develop scalable frameworks for vendor selection, onboarding, performance monitoring, and renewal decisions.
• Ensure vendor partnerships deliver strong outcomes while maintaining sustainable commercial arrangements.
• Build and maintain strong executive-level relationships with key vendor partners.
• Lead complex vendor negotiations and support Vendor Managers in structuring commercially sound, mutually beneficial agreements in collaboration with Legal.
• Drive a “win-win” partnership approach, balancing business needs with long-term partner success.
• Manage vendor escalations and facilitate resolution of complex operational or contractual challenges.
• Act as a strategic partner to internal teams, including GTM, Legal, Finance, and Operations.
• Ensure vendor capabilities, limitations, and opportunities are clearly understood across the organization.
• Partner with relevant teams to identify opportunities for process improvement and scalable vendor solutions.
• Work closely with Legal and Finance to ensure vendor agreements and service delivery meet compliance, risk, and financial objectives.
• Use data and analytics to evaluate vendor performance, cost efficiency, and service quality.
• Develop reporting frameworks and KPIs to monitor vendor performance and identify improvement opportunities.
• Provide leadership with insights on vendor ecosystem performance and recommendations for strategic changes.

Requirements

• 8+ years of experience in customer success/strategy, partnership management, vendor management, or strategic partnerships.
• Experience managing external vendors or partner ecosystems in complex, multi-stakeholder environments.
• Demonstrated experience leading and developing teams.
• Strong track record of leading negotiations and managing commercial agreements.
• Experience working cross-functionally with teams such as GTM, Legal, Finance, and Operations.

Benefits

• Work from anywhere: Oyster has no borders or HQ. As long as work is timely, your team is supported, and you're authorized to work where you live, you can work from anywhere.
• Paid time off: Enjoy 40 days off per year (including holidays and vacation), or more if required by your country.
• Mental health support: Access Plumm, our mental well-being service.
• Wellbeing allowance: Each month, receive a wellbeing allowance in your ThanksBen wallet. Spend it on a wide range of options; see the benefits catalogue for ideas.
• Flexible parental leave: All new parents are eligible for at least three months’ paid leave, with job protection for up to 12 months or as required locally.
• WFH stipend: Receive a stipend for your laptop and home office equipment to get you set up quickly.