Who You Are

You are deeply committed to creating & building a phenomenal partner experience. You are an empathetic, detail-oriented, and proactive team member, who understands how to balance operations, service and project management. In this role, you will support both the scaled & 1:1 Partner Experience programming and operations.

You’ll leverage your strong project management skills to elevate the Justwork’s Channel Partner program. You will work on creating strategic infrastructure, building out systems and operations alongside maintaining ongoing programmatic initiatives.. You are comfortable delivering cross-functional projects with detailed plans alongside a long-term vision, and enabling your colleagues to execute and deliver on desired outcomes. You’re able to measure success through use of data and tracking, report on results and iterate as you build. In addition, you'll leverage your partner and/or customer service background, supporting both 1:1 and scaled partner facing initiatives. At times, you'll directly support Justworks Partners and/or Partner Managers. You’re able to both resolve, educate, and prevent issues from happening again.

You thrive in a fast-paced environment and are comfortable driving solutions in ambiguous environments. You will bring excellent communication skills and the ability to simplify complex systems.

Your Success Profile

What You Will Work On

• Building, Implementing and Enablement: Help to facilitate the creation and success of the Justworks Partner program in tandem with the Partner Program Manager.
• Maintain Partner Programming: Maintain the operations for partner onboarding, benefits & contract renewals, payment updates, and scaled communications.
• Program & Project Management: Development and refinement of partner programs, focusing on scalability and partner engagement through tools such the PRM, Justworks Help Center, self-serve resources, and structured training programs.
• Partner Advocacy: Act as an advocate for partner needs within the organization, using data and insights drawn from data & programs. You’ll collaborate with the Partner Program Manager to align cross-functional teams to report out, address and resolve issues.
• Renewal and Retention: Support the annual benefit and contract renewals programs, working closely with Partner Managers and relevant internal teams to plan and prepare for successful renewals.
• Documentation and Feedback Integration: Collect and document partner feedback, translating it into actionable insights to drive continuous improvement in the partner journey and support framework.
• Issue Resolution & Critical Moment Support: Serve as the primary point of contact for tier 2 & 3 partner inquiries via Zendesk or Zoom, supporting the resolution process in tandem with the Partner Managers.

How You Will Do Your Work

As a Partner Experience Manager, how results are achieved is paramount for your success and that of our organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following:

• Clear Communication: Articulate thoughts and express ideas effectively using oral, written, visual and non-verbal communication skills, as well as listening skills to gain understanding.
• Resourcefulness: Taking a can-do approach, even in the face of obstacles and constraints by assessing what’s in front of you and effectively and efficiently optimizing what you have, whether it's working on something new or thinking about how to do something better.
• Solution-Oriented: identifies the source of a question or challenge and provides the right, or a better, way of doing things.
• Empathy and Understanding: Approach all partner interactions with empathy, aiming to understand and address their needs thoroughly and efficiently.
• Detail-Oriented Execution: Focus on the details of each task, whether it’s handling support tickets, managing renewals, or updating FAQ documents.
• Cross-Functional Collaboration: Work seamlessly with other departments, including Customer Service, Sales, Marketing, and Product teams, to advocate for partners’ needs and streamline processes.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

• Experience: Minimum of 3+ years in a support role and/or project management role, preferably within a tech, HR, or service-focused industry, with exposure and experience in program or project management.
• Technical Skills: Proficiency with customer support platforms such as Zendesk and CRM systems; business writing; familiarity with Asana or similar project management tools is a plus.
• Communication Skills: Exceptional written and verbal communication skills, with the ability to simplify complex issues and provide clear, easy-to-understand solutions.
• Education: Bachelor’s degree in Business Administration, Communication, or related field preferred.
• Customer Service: Strong background in customer service or partner support, with a proven track record of improving customer or partner satisfaction, enablement or revenue at scale.
• Analytical Skills: Ability to analyze feedback and performance data to identify trends and recommend improvements.

The base wage range for this position based in our New York City Office is targeted at $109,000.00 - $119,900.00 per year.

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