Senior Manager of Partner Operations

We Go Beyond:

At Beyond, we believe that everyone should “Be You!”. Beyond is a community that upholds a culture of understanding, acceptance, and respect. We believe a person’s individuality is at the core of diversity, and those traits, beliefs, and characteristics should be valued and embraced. Living by this ethos is essential to the success of our business. Our goal is to foster a more diverse environment where every employee visibly demonstrates inclusive behaviors and respect for individuals.

Job Profile Summary

The Senior Manager of Partner Care Operations is responsible to provide leadership and operational direction to the Partner Operations Team, who own and manage the operational relationships with our ever-growing Partner network consisting of thousands of vendors across multiple channels. The Senior Manager of Partner Care Operations will be strategic and tactical while collaborating with several departments and teams to continuously improve the operational performance of our Partner's. They will contribute to the development of tools and processes that make our Partners more efficient and effective. They will define overarching goals and the strategy to drive operational excellence and a superior customer experience.

** Must live in Utah or be willing to relocate**

Job Responsibilities

• Manage team’s performance to meet KPIs and established standards of excellence in support our partner’s operational performance.
• Primary business owner of fulfillment Ops scores; Define overarching operational goals and ensure operational excellence
• Champion existing and new technologies with focus on improved operational efficiency and compliance
• Provide executive-level summaries about favorable and unfavorable scores
• Support Marketplace and Partner Services Support queues
• Supervise Partner Onboarding Training
• Contribute to the development of tools that improve the Partner and Customer experience, while maintaining the goal of operational excellence
• Drive ongoing process improvement to deliver increasing operational efficiency and compliance in all partner processes
• Collaborate across departments to drive performance goals (departments include Merchandising, Marketing, Customer Service, Reporting/Analytics/Business Intelligence)
• Anticipate, monitor, and respond to changing operational KPIs
• Facilitate regular communication to ensure key performance indicators are achieved and maintained both internally and externally
• Management and performance monitoring of all partners
• Manage documentation, implementation and maintenance of partner account management processes, standards, and metrics tracking
• Accountable for activities associated with effectively building and maintaining external partner relationships
• Regularly collaborate with partners on potential program improvements
• Perform other duties as required

Job Requirements

• Possess strong leadership skills
• Proven ability to effectively manage a team in meeting KPIs
• Must have solid written/ verbal communication skills
• Demonstrated analytical skills
• Perform highly detailed work on multiple, concurrent tasks
• Possesses excellent organizational skills and ability to work independently
• Ability to handle ambiguity, juggle many tasks at once and quickly shift from one situation or task to another under intensive deadlines with frequent interruptions
• Demonstrates ability to define and manage processes
• Knowledge of industry best practices
• Ability to build and maintain effective working relationships with all levels of management and staff
• Strong technical/functional understanding of the Overstock.com business
• Communication, listening and negotiation skills allowing individual to articulate ideas and thoughts clearly through various means, including written and oral communications, with all levels of the organization up to and including executive management

Skills

• Strong team management skills
• Excellent written and oral communication skills
• Excellent organizational skills and the ability to multi-task
• Ability to use critical thinking in analyzing and resolving problems
• Proven ability to scale and grow with a business
• Good balance of strategic thinking and operational execution
• Proven track record in leadership including building high performance teams and defining and executing strategy
• Prior experience in a high performance, fast-paced industry
• Comfortable in technology-driven business environment
• Experience in merchandising, supply chain, and/or logistics
• E-commerce experience preferred
• Experience hiring and leading diverse teams

Education

• Relevant Bachelor's degree or equivalent combination of education and experience

Who We Are:

We’re a passionate group of collaborative problem solvers and creative innovators, working on cutting-edge technology. From building award-winning retail applications (with amazing AR functionality) to creating leading blockchain and machine learning technologies, each of us embodies a unique value and contributes a diverse perspective to the team.

What We Offer:  

• 401k (6% match)

• Flexible Schedules

• Onsite Health Clinic

• Tuition Reimbursement, Leadership Development Program, & Mentorship Program

• Onsite Fitness Center

• Employee Resource Groups (LatinX, Black Employee Network, LGBTQIA+, Women’s Network, Women In Tech)

• And More…

*Benefits vary based on position, tenure, location, and employee election

Physical Requirements:

This position requires you to sit, stand and perform general office functions. You may also be required to lift up to 25 pounds occasionally. Bending, stooping and reaching are also frequently required.

Equal Employment Opportunity:

It is our policy to provide equal employment opportunity for all applicants and associates. This policy includes our commitment to ensure that all employment decisions are made without regard to race, color, religion, gender, national origin, disability, pregnancy, veteran status (including Vietnam era veterans), age, sexual orientation, gender identity, or any other non-job-related characteristic protected by law.

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