Channel Partner Operations Manager

Job Posted: 4/8/2023

Location: North America

Hi there!

We’re looking for an experienced ChannelPartner Operations Manager who will be responsible for overseeing the operational strategy, systems design, analytics requirements, and implementation of Zapier’s Channel Partner Programs and billing solutions, currently comprised of our existing Experts Services Program and future channel models.

This role serves Zapier’s Ecosystem & Channel organization, reporting to Partner Operations. You’ll assist teams in accelerating our Channel Program efforts to drive meaningful impact to users in need of Expert consultation, the growth of 100+ Channel partner businesses, and Zapier’s bottom line. A successful Channel Partner Operations Manager is a proactive executor and thought partner, helping everyone be more efficient in their role and allowing other teams to benefit from Channel efforts.

You will be responsible for designing, implementing, integrating, and administrating systems that drive Channel Partnerships' daily operations and experiments. You will also report on their performance and leveraging analytics to drive improvements, and scale net new programs and processes. In this role you will implement solutions as an individual contributor, lead cross-functional development projects, and also develop team autonomy and self-serve through enablement and mentorship. You will primarily serve the Ecosystems & Channels Team as stakeholders, working very closely with Product, RevOps, Data, Support, and Finance, among others.

If you want to advance your career at a fast-growing, profitable, impact-driven company, read on…

• Our Commitment to Applicants

• Culture and Values at Zapier

• Zapier Guide to Remote Work

• Zapier Code of Conduct

• Diversity and Inclusivity at Zapier

About You:

• You have 6+ years of experience in an operational function, leading large-scale projects. You have sourced, designed, and implemented systems and workflows spanning varied internal stakeholders, external partners, and a mix of home-brewed and off-the-shelf tools to enable impactful, long-term projects.

• You’re as comfortable with execution as you are with planning and everything in between. You’re able to effectively transition from high level goal setting to building operational solutions from the ground up on your own.

• Proficiency with iPaaS and SaaS tools - you're skilled with Zapier and similar tools, CRM/PRMs and Marketing Automation suites, databases and spreadsheets, and other no/low-code tools to bring them together.

• Experienced in API and integration usage - You’ve connected systems through native integrations, private ones, direct API calls, and done so both for on-demand human-in-the-loop processes as well as large scale ops sync/ETL info automatically.

• You’re versed in SaaS Partnerships. You understand enough of the varied ecosystem Zapier connects, and the users we serve together with our Channel Partners, to discover solutions for mutual success. You understand what it takes to build systems and programs to manage B2B relationships at scale. You have a deep understanding and can speak to the the needs of Channel Partner Programs, Portals, Billing, and Quoting systems.

• You build processes at scale and are deeply familiar with automation. You have a knack for designing systems and processes that serve the needs of the organization and its participants. You set up software and automation that remove blockers, add efficiency, and enable entirely new work streams at scale.

• You know that things are rarely impossible, but rather balancing acts. You regularly apply creative problem solving, deep industry knowledge, experimentation, and team coordination in order to find and implement solutions to long standing problems for which answers are unclear.

• You are technical and fluent in data and analytics. Whether it's analyzing data sets with tools like Looker or SQL queries, creating models and prototype tools in spreadsheets, updating Ops based on BI insights, or reporting on performance to leadership, your toolkit is data-driven at its core.

• You have strong interpersonal and strategic skills. You’re experienced in and energized by working with stakeholders to translate broad goals into prioritized high impact operational plans, rallying cross-functional teams around these, driving and reporting on the success of team efforts.

• You know how to work through newness and uncertainty. You work with stakeholders to co-create and prioritize programs and policies, and to define clear tasks and deliverables for yourself and cross-functional partners. You work through dependencies, bottlenecks, pivots, and tradeoffs with ease, whether your own or across the resources of internal collaborators.

• You're an excellent verbal and written communicator. Whether it’s thinking through product ops strategy, reporting on performance and projects, pitching and introducing new systems and process to leadership and teams — you know the importance of alignment and bringing the team and partners along with you.

• You understand cross-functional development across teams with multiple goals. You have a track record of resolving prioritization conflicts, resourcing shortfalls, and timing issues. You also have worked with stakeholders to manage projects involving multiple people, including their triaging, sequencing, and resourcing.

• You understand how to support and educate stakeholders/external partners users with direct communication, enablement, and mentorship. You’ve worked in or with Support, Community, or internal teams as a service provider, and understand what it takes to manage queues of stakeholder needs. You’ve also designed or been a key collaborator in developing content at scale for users, whether this was in knowledge bases, blogs, community resources, or other.

Things You’ll Do:

1. Own and drive long-term and high impact strategic projects across Zapier Channel business including project/program identification and scoping, stakeholder alignment and management, build, rollout, and execution.

2. Contribute to cross-functional company projects as the voice of our Channel partners and partner teams.

3. Assess existing partner processes, identify opportunities to redesign for efficiency and scalability, and successfully drive projects to deliver these improvements.

4. Engage with RevOps, Product, Data, Support, and Finance teams at Zapier to ensure partner requirements are met in scoping and ongoing project design to drive successful partner outcomes.

5. Design and build and operationalize automated partner systems, tools, and processes as a key team member on our solution partner initiatives.

6. Drive partner portal implementation, enhancements, and initiatives in collaboration with the Partner Programs teams.

7. Assist in designing, maintaining, and delivering on the roadmap for partner operations initiatives.

8. Co-design Channel Partner data strategy and define operational requirements.

9. Build and deliver ongoing performance analytics and ad hoc reporting to support projects and company OKRs.

10. Evolve/improve our operational solutions on an ongoing basis by leveraging business intelligence from performance and other analytics.

11. Drive efficiency and impact by connecting Ops systems to those used across other Channel Partner-facing teams such as Sales and Support, collaborating also with their supporting Ops teams across Zapier.

12. Create enablement content and provide educational services for both internal stakeholders and external Channel partners.

13. Provide ongoing readouts of the performance of operational solutions and the ultimate impact of Zapier Channel Efforts to internal peers and leadership.

How to Apply

At Zapier, we believe that diverse perspectives and experiences make us better, which is why we have a non-standard application process designed to promote inclusion and equity. We're looking for the best fit for each of our roles, regardless of the type of education or companies in your background, so we encourage you to apply even if your skills and experiences don’t exactly match the job description. All we ask is that you answer a few in-depth questions in our application that would typically be asked at the start of an interview process. This helps speed things up by letting us get to know you and your skillset a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional.

After you apply, you are going to hear back from us—even if we don’t see an immediate fit with our team. In fact, throughout the process, we strive to never go more than seven days without letting you know the status of your application. We know we’ll make mistakes from time to time, so if you ever have questions about where you stand or about the process, just ask your recruiter!

Zapier is an equal-opportunity employer and we're excited to work with talented and empathetic people of all identities. Zapier does not discriminate based on someone's identity in any aspect of hiring or employment as required by law and in line with our commitment to Diversity, Inclusion, Belonging and Equity. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base. Zapier will consider all qualified applicants, including those with criminal histories, consistent with applicable laws.

Zapier is committed to inclusion. As part of this commitment, Zapier welcomes applications from individuals with disabilities and will work to provide reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact [email protected].

Application Deadline:

The anticipated application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later, or if the position is filled.

Even though we’re an all-remote company, we still need to be thoughtful about where we have Zapiens working. Check outthis resource for a list of countries where we currently cannot have Zapiens permanently working.