Partner Operations Support Manager

• Mature the partner support function - Mature Bridge's live-partner support operation: triage process, escalation paths, SLAs, tooling (Pylon/HubSpot), and documented playbooks.
• Drive fast, reliable issue resolution - Ensure live partners get a fast acknowledgement and a quick fix or answer, with clean coordination across internal teams.
• Reduce recurring partner friction - Turn issue patterns into root-cause fixes, drive the cross-functional changes that prevent recurrence, and make repeat-issue reduction a standing discipline for the team.
• Proactively monitor partner health and catch issues early - Build the monitoring systems so the team catches eligibility drops, service-flow gaps, and credentialing slowdowns before they become partner-facing — using data to size the issue and act on root cause.
• Ensure streamlined team coordination and knowledge management - ****Partner with Account Management on QBRs, telling the the operational story of what's working and where we can improve. Ensure feedback loops so that Account Managers are aware of critical or ongoing issues. Know when to engage cross-functional teams, while actively finding ways to resolve recurring issues independently through a knowledge management process.
• 6-9 years in client success, support, or partner operations, including experience standing up or materially maturing a support/CS function — building the triage, escalation, tooling, and playbooks yourself.
• You're an excellent communicator — clear, proactive, and empathetic. Partners and internal teams always know where things stand.
• You're highly organized and follow through relentlessly. You build systems so nothing falls through the cracks — for yourself and your team.
• You have strong pattern recognition and process-design instincts — you turn recurring problems into permanent fixes, not just resolved tickets.
• You're comfortable coordinating across teams and holding people accountable without formal authority.
• You're data-capable — you dig into data to investigate issues, size impact, and figure out what's actually going on, and you build the reporting your team runs on.
• You've built out CRM and ops tooling from scratch — triage processes, escalation paths, dashboards.

with Pylon and HubSpot is a plus.