Partner Operations Specialist

ABOUT PLUSGRADE:

Travel is not just about the destination; it's about every memory made along the way. We are dedicated to shaping the future of travel by partnering with 250+ airline, hospitality, cruise, passenger rail, and financial services companies to create new, meaningful revenue streams through incredible customer experiences. Rooted in our core values of being ambitious, innovative, and collaborative, we are driven to continuously raise the bar, exceed expectations, and bring out the best in everyone, fostering a culture where we believe we are better together, working towards an extraordinary future in travel. Come help us transform everyday travel into extraordinary experiences.

ABOUT THE ROLE:

As Plusgrade grows into new segments and markets, we need Partner Success to scale in a way that supports growth without increasing headcount and complexity at the same pace. That means moving away from manual work, inconsistent processes, and fragmented systems, and building a stronger operational backbone behind the partner lifecycle. This role is central to that shift. You will create the processes, automations, data structure, and documentation that make Partner Success more scalable, efficient, and reliable. Your work will help us onboard partners faster, improve time to value, increase lifecycle efficiency, and support adoption, retention, and expansion at scale. By reducing operational drag and enabling a more repeatable, data-led model, this role gives us the foundation to execute our Digital PS strategy and grow the business more efficiently.

WHAT YOU WILL BE DOING:

Process excellence and scale

• Map, document, and improve core Partner Success and GTM processes

• Own SOPs, QA checks, and process standards across the partner lifecycle

• Identify manual or inefficient workflows and turn them into scalable ways of working

• Lead operational improvement projects that support onboarding, adoption, and retention

• Keep documentation current, clear, and easy to use

Data and systems operations

• Own data quality and hygiene across key systems such as Planhat and Salesforce

• Define data standards, run audits, and fix issues at the source

• Monitor integration health and flag data drops or system issues early

• Improve system reliability so reporting and automations can run with confidence

• Support scalable data readiness across lifecycle processes

Automation and tooling

• Build and improve automations across Planhat, Intercom, Salesforce, Make, and Zapier

• Use APIs, JSON, and workflow logic to reduce manual work and improve visibility

• Create alerts, tasks, and operational triggers that support proactive partner management

• Partner with cross-functional teams to improve how systems work together

• Use AI tools such as Claude Code or Claude Cowork to speed up analysis, documentation, and workflow execution

Lifecycle enablement

• Support scaled onboarding, segmentation, code mapping, and partner readiness initiatives

• Standardize templates, checklists, and workflows across lifecycle stages

• Help operationalize Digital PS motions such as post-go-live and scaled partnet engagement

• Improve internal handoffs and lifecycle coordination across teams

• Support programs that help Partner Success scale more consistently

Analytics, reporting, and knowledge ops

• Build and maintain simple dashboards for operational and lifecycle performance

• Track metrics such as time to first value, go-lives, backlog health, system hygiene, and adoption

• Translate insights into practical recommendations and next actions

• Turn recurring questions and gaps into clear help content, playbooks, and tutorials

• Share regular updates on wins, risks, and priority fixes

YOU ARE SOMEONE WITH:

• Strong attention to detail and a love of structure, process, and clear documentation

• Experience improving workflows, managing systems, and bringing order to messy operations

• Confidence working with SQL, data analysis, and root-cause investigation

• Hands-on experience with automation tools such as Make, Zapier, or similar platforms

• Comfort working with APIs, JSON, technical documentation, and AI tools such as Claude Code or Claude Cowork

• Strong written communication and the ability to create documentation people actually use

• Experience with Salesforce, Planhat, Intercom, or similar SaaS tools

• Ability to manage multiple priorities with consistency and follow-through

• Affinity for data analytics, scalable operations, and process improvement in a SaaS environment

NICE TO HAVES:

• Experience in Partner Success Operations, Revenue Operations, or a similar SaaS operations role

• Experience building dashboards or working with reporting and BI tools

• Familiarity with Planhat, Salesforce, Intercom, Make, Zapier, Loom, or similar tools

• Basic scripting knowledge or comfort working closely with technical teams

• Strong enablement or knowledge management skills

WHAT YOU’LL LOVE ABOUT US:

• 🏥 Comprehensive Health Plans

• 📅 Flexible Paid Time Off

• ✈️ Travel Experience Perk

• 🧘 Annual Wellness Perk

• 🚆 Commuter Perk

• 🌅 Tenure-based Work From Anywhere Program

• 🍼 Parental Leave Top Up

• 🎓Learning Allowance

OUR PROCESS:

Plusgrade is an equal-opportunity employer and is committed to providing an accessible recruitment process. We welcome applications from all qualified individuals and are committed to equal employment opportunities regardless of gender identity or expression, race, ethnic origin, creed, place of origin, age, sex, marital status, physical or mental disability, sexual orientation, and any other category protected by law. Upon request we will provide accommodation for applicants with disabilities.

We believe in diversity and inclusivity and that is why our interview process is designed for a positive candidate experience and to ensure every candidate is evaluated equally. We may utilize technology-assisted/ artificial intelligence tools to help us screen, assess, and select applicants for this position. This job posting is for an existing vacancy.

All applications will be reviewed from our Talent Team and the successful candidate(s) will go through the following recruitment process:

1. Recruiter Phone Interview

2. Hiring Manager Interview

3. Take-home Assessment or remote coding exercise

4. Team Interview

All candidates will be provided with feedback regardless if they pass or didn’t pass any of our interview stages. All your information will be kept confidential.