Partner Operations Manager

Summary

Join Wing, a Google company, as a Partner Operations Manager to support our drone delivery service in DFW. You will onboard global partners, troubleshoot issues, launch pilot programs, maintain product catalogs, and lead a contingent workforce. Responsibilities include developing customer service support logic, evaluating tooling needs, owning key metrics, and analyzing data to improve partner satisfaction. This remote role requires 5+ years of scaling support operations and 3+ years leading large teams. Experience with support infrastructure, CRM systems, managing contractors, and external Fortune 500 relationships is essential. Excellent communication skills are a must.

Requirements

• 5+ years of scaling support operations
• 3+ years of leading and managing large teams
• Experience directly building support infrastructure and tooling
• Experience working in CRM systems to support partners and triage tickets
• Direct experience in managing teams and contractors
• Demonstrated success leading teams with execution and implementation
• Direct experience supporting external relationships with Fortune 500 companies and stakeholders
• Drive process improvement by identifying trends through data analysis and tracking metrics
• Must have excellent written and verbal communication skills

Responsibilities

• Onboard global partners and provide day-to-day general troubleshooting and support
• Support the build out tooling and processes to triage problems and issues with internal teams and partners
• Launch and support Wing pilot programs with product and customer support
• Maintain and upkeep Wing’s product catalogs
• Train, manage, and lead the  contingent workforce population of Wing’s Customer Support team
• Develop customer service support logic and best practices for our partners
• Evaluate tooling needs and drive product features that provide support at scale
• Own customer and partner NPS, as well as, support metrics
• Analyze data for support insights and trends and work cross-functionally to implement changes to drive partner satisfaction

Preferred Qualifications

• Startup and hyper growth company experience
• Passion or interest in aviation and last mile delivery
• Tech/Aviation enthusiast

Benefits

• Health insurance
• Retirement benefits
• Equity
• Bonus