Director of Partner Operations

ReturnPro; Miami (FL); On-site; USD 100,000 - 140,000; Full time

Job summary

A logistics and operations firm is seeking a Director of Partner Operations to lead the performance and governance of external operational partners. This essential role involves establishing and monitoring SLAs, driving operational efficiency, and ensuring partner relationships achieve measurable business value. The ideal candidate will possess extensive experience in operations and supply chain management, demonstrating strong performance management and a deep understanding of international logistics. This position is pivotal for optimizing cost structures and enhancing operational scalability within the organization.

Qualifications

• 8–12+ years of experience in operations, supply chain, partner/vendor management, or logistics environments.
• Proven experience managing third-party partners or 3PL relationships at scale.
• Strong background in performance management, SLA governance, and operational metrics.

Responsibilities

• Establish, monitor, and enforce partner SLAs and KPIs aligned with operational and financial goals.
• Build performance scorecards and conduct regular partner business reviews.
• Identify performance gaps and drive corrective action plans.

Skills

Performance management

SLA governance

Cost optimization

Operational efficiency

Collaboration with cross-functional teams

Education

Bachelor’s degree in Operations, Supply Chain, Business, or related field

MBA

Job description

Position Overview

ReturnPro is seeking a Director of Partner Operations to lead the performance, integration, and governance of our external operational partners across Supply Chain, ReCommerce, and Logistics. This role is responsible for ensuring that partner relationships deliver measurable business value through strong operational discipline, clear performance standards, and consistent execution. The Director will own partner performance management across service levels, cost efficiency, labor productivity, quality outcomes, and systems alignment. This leader will work cross-functionally with Operations, Supply Chain, Technology, Finance, and People & Culture to ensure partners are set up for success, held accountable, and continuously improved. This is a high-impact role focused on driving operational excellence, scalability, and consistency across a growing partner ecosystem.

Responsibilities

• Establish, monitor, and enforce partner SLAs and KPIs aligned with ReturnPro’s operational and financial goals
• Build performance scorecards and conduct regular partner business reviews
• Identify performance gaps and drive corrective action plans
• Monitor partner cost structures, productivity metrics, and operational efficiency
• Partner with Finance and Operations to identify cost savings opportunities and optimize labor utilization
• Ensure partners meet agreed productivity and throughput standards
• Develop and maintain quality assurance frameworks for partner operations
• Lead audits and site reviews to ensure adherence to ReturnPro standards, processes, and compliance requirements
• Address quality issues with structured root cause analysis and improvement plans
• Oversee operational coordination related to international shipments, including export/import process alignment with partners
• Ensure documentation, compliance, and process consistency across cross-border movements
• Collaborate with Supply Chain and Logistics teams to minimize delays and risk
• Ensure partners are integrated into ReturnPro systems, tools, and reporting structures
• Drive process standardization across partner sites
• Work closely with Technology teams to support implementation, adoption, and optimization of operational platforms
• Lead structured onboarding processes for new partners, including operational readiness, system integration, and performance expectations
• Ensure smooth transitions when partners are ramping up or exiting, minimizing operational disruption
• Maintain documentation, playbooks, and onboarding frameworks for scalability

Qualifications

• Bachelor’s degree in Operations, Supply Chain, Business, or related field (MBA preferred)
• 8–12+ years of experience in operations, supply chain, partner/vendor management, or logistics environments
• Proven experience managing third-party partners or 3PL relationships at scale
• Strong background in performance management, SLA governance, and operational metrics
• Experience in cost optimization, labor productivity analysis, and operational efficiency initiatives
• Familiarity with quality systems, audits, and process standardization
• Experience working with international logistics/export-import coordination preferred