Remote Director of Partner Support & AI Operations

Apartment List, Inc.; United States; Hybrid; USD 154,000 - 219,000; Full time

Job summary

Apartment List, Inc. is seeking a Director of Partner Support to lead the Support organization, transitioning from offshore outsourcing to an in‑house AI‑augmented team.

The role blends people management with AI governance and cross‑functional collaboration across Sales, Account Management, Marketing, Product, and Engineering. The successful candidate will define best-in-class partner experiences, manage escalations, and shape the Help Center and partner training programs, reporting to the VP of

Qualifications

• 10+ years of experience in B2B support functions with accountability for outcomes.
• 5+ years of people management including hiring, coaching and performance management.
• Proven experience building and maintaining AI agents in production environments.
• Experience managing a vendor/BPO relationship.
• Track record of building or scaling Help Center / knowledge-base content and partner-facing training materials.
• Strong technical knowledge to collaborate with engineering teams and translate trends into roadmap input.

Responsibilities

• Determine the future of the support team and decide on in-house vs BPO models.
• Set and measure team performance standards and coach direct reports.
• Manage escalations and provide manager-level context for partner relationships.
• Maintain AI agent workforce, monitor accuracy and decide what is handled by AI vs humans.
• Develop, curate, and maintain the Help Center and partner training content.
• Develop and launch partner drip campaigns with cross‑functional marketing support.
• Surface support trends to Product and Engineering to inform roadmaps.

Skills

B2B support leadership

AI agent management

Vendor/BPO management

Help Center / knowledge-base

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Job description

Apartment List, Inc. is seeking a Director of Partner Support to lead the Support organization, transitioning from offshore outsourcing to an in‑house AI‑augmented team.

The role blends people management with AI governance and cross‑functional collaboration across Sales, Account Management, Marketing, Product, and Engineering. The successful candidate will define best-in-class partner experiences, manage escalations, and shape the Help Center and partner training programs, reporting to the VP of