Partner Programs Operations Lead — Data & LMS

Appfire

United States

On-site

USD 110,000 - 170,000

Full time

14 days+

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Benefits offered by this job

Unlimited PTO

Paid holidays

Health insurance

Dental coverage

Vision

Life insurance

Disability insurance

CSR volunteering days

Remote-work stipend

Equipment allowance

FSA

Wellness reimbursements

Job summary

Appfire is seeking a Senior Partner Program Operations Manager to own the systems, data, and processes powering our global partner program. You will lead dashboards, reporting, LMS administration, portal access, and program compliance to enable scalable, data‑driven decisions across channel operations.

The role sits at the intersection of operations, analytics, and partner experience, reporting to the Sr. Manager, Partner Programs.

Qualifications

4+ years of experience in program operations, partner operations, channel operations, or a related field within a B2B SaaS or technology environment.

Responsibilities

Own tracking, reporting, and analysis of channel program metrics and OKRs.
Build dashboards and reporting frameworks for partner engagement, program adoption, benefits utilization, and pipeline impact.
Proactively bring forward analysis and recommendations to enable data‑driven decisions on program design, partner investment, and operational improvements.
Partner with channel leadership to define and refine KPIs as the program scales, ensuring measurement frameworks stay aligned with business objectives.
Track partner achievement against program tier criteria, maintaining accurate records of partner status, requirements met, and advancement eligibility.
Monitor benefits usage across the partner base, identifying trends in engagement and flagging underutilization or anomalies for follow‑up.
Coordinate with internal teams to ensure benefits are provisioned accurately and on time as partners achieve or change program tiers.
Support program compliance reviews and maintain documentation that enables consistent, auditable program administration.
Manage partner access to the partner portal, including onboarding new partners, provisioning permissions, and handling access changes or deprovisioning.
Ensure portal access reflects current partner tier and program status, maintaining accuracy as partners join, advance, or exit the program.
Collaborate with web and content teams to flag operational issues affecting portal usability or partner experience.
Manage the program support ticket queue, triaging and resolving partner‑facing issues related to portal access, program status, benefits, and general program inquiries.
Respond to internal and partner data requests in a timely manner, pulling accurate reporting and program data to support business reviews, partner conversations, and strategic planning.
Identify recurring support issues and work cross‑functionally to address root causes through process improvements, documentation, or portal enhancements.
Monitor and evaluate the performance of the partner‑facing chatbot, tracking metrics such as resolution rate, escalation volume, and partner satisfaction.
Identify gaps in chatbot responses and work with relevant teams to update content, improve routing logic, and expand coverage of common partner questions.
Report regularly on chatbot effectiveness and recommend optimizations that reduce support burden and improve the partner self‑service experience.
Load and configure courses in the Appfire University LMS, ensuring content is accurately published, properly categorized, and accessible to the appropriate partner audiences.
Set up and maintain course engagement tracking, including completion rates, assessment performance, and certification achievement across the partner base.
Produce regular reports on learning engagement and certification trends, surfacing insights that inform enablement strategy and program requirements.
Coordinate with content and program teams to manage the LMS content calendar and ensure timely publication of new courses aligned to program launches and updates.