Note: The job is a remote job and is open to candidates in USA. DOOR combines hardware, software, and automated operations to help multifamily properties operate more efficiently and deliver connected living experiences. The Partner Operations & Success Manager leads the operational lifecycle of strategic B2B2C partnerships, from evaluation and pilot through launch, performance management, and expansion, while coordinating with cross-functional teams and service providers.
Responsibilities
- Own the day-to-day operational relationship with key B2B2C partners, including Walmart, Amazon/Ring, Arlo, and Cove
- Serve as the primary operational point of contact and trusted advisor for assigned partners
- Develop a deep understanding of each partner’s goals, customer journey, service requirements, and success measures
- Lead recurring business reviews and communicate performance, risks, opportunities, and action plans
- Manage partner escalations through timely investigation, cross-functional coordination, resolution, and root-cause analysis
- Identify opportunities to expand partner programs, improve performance, and grow revenue
- Own the intake, screening, evaluation, and operational approval process for prospective B2B2C partners
- Review new partner requests for completeness, strategic alignment, commercial viability, and operational readiness
- Conduct appropriate due diligence and identify potential delivery risks before commitments are made
- Partner with Business Development to define service scope, pricing assumptions, service-level agreements, responsibilities, and launch expectations
- Assess geographic service coverage, provider capacity, required skills, technology needs, and operational dependencies
- Recommend whether opportunities should advance, be modified, piloted, deferred, or declined
- Design and lead pilot programs that validate service scope, customer demand, pricing, service-provider capacity, and operational workflows
- Define pilot objectives, success criteria, timelines, reporting requirements, and go/no-go decisions
- Coordinate cross-functional launch activities across Business Development, Legal, Product, Finance, Customer Support, and Operations
- Work with Legal and commercial stakeholders to finalize contracts, pricing agreements, and service expectations
- Oversee partner portal configuration, documentation, training, testing, and launch readiness
- Ensure operational issues identified during pilots are resolved before programs scale
- Build scalable, repeatable, and low-touch onboarding processes for partners and service providers
- Establish clear workflows, ownership, escalation paths, reporting standards, and service-level expectations
- Develop self-service partner experiences and automated processes modeled after leading digital platforms
- Create partner playbooks, operating procedures, training materials, and launch checklists
- Regularly evaluate existing partnerships and reset expectations or redesign workflows when programs become overly manual or operationally inefficient
- Identify process, product, and automation improvements that increase capacity while reducing administrative effort and cost
- Monitor partner financial, operational, service, and customer-experience performance
- Translate data into clear recommendations and corrective action plans
- Investigate performance gaps and coordinate cross-functional efforts to improve results
- Balance partner satisfaction with operational feasibility, service quality, and company profitability
- Maintain accurate reporting on partner performance, risks, escalations, and growth opportunities
- Hold internal teams and external partners accountable for agreed-upon deliverables and service levels
- Assess whether the service-provider network has adequate geographic coverage, capacity, skills, and experience to meet partner demand
- Partner with recruiting and operations teams to identify and onboard qualified service providers for partner-specific programs
- Support the development of partner-specific skills, certifications, training, and quality standards
- Serve as the subject-matter expert for assigned verticals, including property management services when applicable
- Act as the primary operational point of contact for service providers participating in specialized partner programs
- Monitor service-provider onboarding, responsiveness, quality, and program compliance
Skills
- Bachelor's degree in business, operations, account management, or a related field, or equivalent practical experience
- 7+ years of experience in partner operations, strategic account management, customer success, marketplace operations, program management, or a related field
- Experience managing complex relationships with large enterprise, retail, technology, or consumer-service partners
- Demonstrated experience taking programs from evaluation and pilot through launch and scaled operations
- Strong understanding of operational workflows, service-level agreements, capacity planning, and performance management
- Experience using data to identify problems, evaluate program health, and drive business decisions
- Proven ability to manage escalations and align internal and external stakeholders around solutions
- Strong commercial judgment and an understanding of revenue, pricing, cost, and profitability drivers
- Excellent written, verbal, presentation, and executive-communication skills
- Ability to lead cross-functional initiatives through influence and operate effectively in a fast-moving environment
- Location: Remote positions open to candidates based anywhere in the US
- Travel: Candidates will be expected to travel roughly 20%
- Experience supporting B2B2C, marketplace, field-service, home-services, property-management, retail, or connected-home programs
- Experience working with nationally recognized retailers or technology companies
- Familiarity with partner portals, workflow automation, CRM platforms, reporting tools, and self-service onboarding systems
- Experience developing service-provider networks or managing geographically distributed service operations
- Experience negotiating operational terms, SLAs, pricing assumptions, and program requirements
Benefits
- Company-supported parental leave for both primary and non-primary caregivers, along with tiered return-to-work options
- Flexible time off policy
- Flexible working schedules
- Medical, dental, and vision plans with multiple coverage tiers, including the option to enroll domestic partners
- Healthcare and flexible spending accounts (FSAs), with employer contributions to help offset costs
- Employer-paid basic life and accidental death & dismemberment (AD&D) insurance, with the option to purchase additional supplemental coverage
- Employer-sponsored short-term and long-term disability coverage
- Eligibility to enroll in a 401(k) Retirement Plan through Vanguard, with flexible contribution options
- Full setup of hardware from DOOR’s home line of products, plus free monitoring
- Remote work for candidates based anywhere in the US
- Opportunities to grow your career
- An inclusive work environment
Company Overview