Partner Program Manager, Works with WELL

International WELL Building Institute (IWBI); New York (NY); Remote; USD 85,000 - 100,000; Full time

Job summary

An established industry player is seeking a Partner Program Manager to enhance their partnership and provider programs. This role is crucial for optimizing operations and building lasting relationships with partners. The ideal candidate will possess a blend of hard and soft skills, adept at managing workflows, enhancing digital systems, and analyzing program performance. You will collaborate across teams to create best-in-class experiences that elevate the partner ecosystem. If you're a relationship-driven problem-solver ready to make an impact in a dynamic environment, this position offers a unique opportunity for professional growth and development.

Benefits

Medical, Dental & Vision Coverage

401(k) Retirement Plan

Life Insurance

Short-term and long-term disability

Health Spending Account (HSA)

Flexible Spending Account (FSA)

Commuter Benefits

Generous 24-Week Parental Leave Policy

Wellness stipend

Citibike & Class Pass subscription

Qualifications

• 4+ years of experience in program management or customer success.
• Strong organizational and project management skills.
• Excellent written and verbal communication skills.

Responsibilities

• Support the growth of the Works with WELL brand into a comprehensive platform.
• Lead onboarding and engagement processes for new program participants.
• Collect and analyze client feedback for continuous improvement.

Skills

Program Management

Account Management

Customer Success

CRM Tools (Salesforce, HubSpot)

Project Management Platforms (Asana, Trello)

Communication Skills

Organizational Skills

Customer-Centric Mindset

Data Analysis

Collaboration

Tools

Salesforce

HubSpot

Asana

Monday.com

Trello

Job description

Department: OCOO

Location: New York, NY

Compensation: $85,000 - $100,000 / year

Description

The Partner Program Manager, Works with WELL, plays a pivotal role in scaling and optimizing IWBI’s partnership and provider programs under the Works with WELL brand. This individual will support a dynamic and expanding portfolio—including Membership, Product Licensing, Consultants (WELL EPs), Performance Testing Providers, Survey and Education Providers, Strategic Partners, and Sponsors—ensuring operational excellence across onboarding, engagement, and long-term relationship management.

This is a unique opportunity for a highly capable and collaborative professional who brings a blend of hard and soft skills: someone equally comfortable managing technical workflows, enhancing digital systems, and analyzing program performance as they are building trusted, lasting relationships with internal teams and external partners.

We are seeking a relationship-driven, problem-solver who can:

• Lead with operational precision and clarity;
• Streamline communications and improve partner touchpoints;
• Enhance digital and programmatic experiences; and
• Drive retention and strategic growth across global partner communities.

The Partner Program Manager works cross-functionally with program leads, technology, customer success, and commercial teams to deliver best-in-class, human-centered experiences that elevate the value and impact of IWBI’s partner ecosystem.

This position is fully remote, working Eastern Time Zone hours [9am - 6pm].


Key Responsibilities

Program Management & Optimization

• Support the transition and growth of the Works with WELL brand into a comprehensive partner and provider platform.
• Establish, maintain and continuously improve program operations, templates, and resources.
• Automate key processes to support program scale and improve the customer journey.
• Collaborate with the technology team to enhance the partner and client experience across online platforms.

Client Onboarding & Engagement

• Lead onboarding and engagement processes for all new program participants, ensuring a smooth and positive experience.
• Deliver or triage partner benefits, ensuring timely fulfillment and client satisfaction.
• Foster engagement through online community platforms such as the WELL Forum and in-person at events.
• Handle inbound client communications, triaging inquiries and ensuring timely resolution.

Customer Feedback & Continuous Improvement

• Collect and analyze client feedback to identify trends and opportunities for improvement.
• Share insights with program, product and commercial leads to improve service delivery and client experience.
• Track and report on key metrics related to partner satisfaction, retention, and renewals.

Account & Relationship Management

• Support strategic relationships with key partners and participate in select new business pitches.
• Maintain updated records in CRM and project management systems.
• Prepare account summaries and partner updates ahead of renewal discussions.
• Lead bi-annual partner reporting processes for select accounts.
  
  

Skills, Knowledge and Expertise

• 4+ years of experience in program management, account management, partnerships, or customer success, preferably in a B2B or mission-driven organization.
• Strong organizational and project management skills, with the ability to manage multiple workflows, timelines, and stakeholders simultaneously.
• Excellent written and verbal communication skills, including experience managing standardized communications (e.g., email templates, client responses).
• Customer-centric mindset with proven success in client onboarding, relationship management, and retention strategies.
• Experience with CRM tools (e.g., Salesforce, HubSpot) and project management platforms (e.g., Asana, Monday.com, Trello).
• Ability to synthesize customer feedback and translate it into actionable insights for program optimization.
• Collaborative and proactive approach, with a demonstrated ability to work cross-functionally across technical, strategic, and customer-facing teams.
• Detail-oriented with a commitment to maintaining high-quality documentation, templates, and operational systems.
• Adaptability in a fast-paced, evolving environment.
  
  

Benefits

IWBI's Benefit offerings for full-time employees include, but are not limited to:

• Medical, Dental & Vision Coverage
• 401(k) Retirement Plan, including employer match (100% vested)
• Life Insurance (Voluntary Life Insurance & AD&D for employee and dependents)
• Short-term and long-term disability
• Health Spending Account (HSA)
• Flexible Spending Account (FSA)
• Commuter Benefits
• Time Off - PTO/VTO Days
• Generous 24-Week Parental Leave Policy

Workplace Well-being offerings for full-time employees include, but are not limited to:

• Wellness stipend
• Citibike & Class Pass subscription
• Annual ergonomics evaluation
• Employer-supported childcare