Sr. Partner Operations Manager

4 weeks ago


Winnipeg, Manitoba, Canada Takeaway Full time

As a Senior Partner Operations Manager at JET, you will oversee and optimize the performance of third-party service providers to ensure consistent, world-class support for couriers operating within the Delco network.

You will maintain strong relationships with these partners and collaborate closely with internal teams to drive continuous improvements in service quality and efficiency.

  • Manage vendor performance and address escalations to ensure business outcomes and courier experiences align with company standards.
  • Foster strong relationships with external partners and balance issue management with internal stakeholders.
  • Participate in medium-term planning to align external partners' capabilities with the company's expansion and growth strategy.
  • Lead vendor performance reviews and conduct weekly meetings to review performance and track action items.
  • Ensure adherence to CPO and Service Level goals across all support channels.
  • Monitor and improve agent-level performance through scorecards and corrective actions.
  • Oversee financial processes, including PO initiation and invoice reconciliation with finance, ensuring adherence to forecasts.
  • Maintain consistent communication with internal teams and escalate issues swiftly.
  • Collaborate with vendors to negotiate playbook changes and performance improvements.
  • Provide insights and recommendations for executive meetings and track continuous improvement initiatives.
  • Conduct audits on program updates, SOWs, and playbooks to ensure successful implementation and compliance.
  • Analyse vendor performance trends to drive operational improvements and ensure contract KPI adherence.
  • Be available during peak business times to address demand and travel internationally to vendor locations to ensure on-site management and foster strong working relationships.

Key Qualifications:

  • Proven experience in driving operational performance and managing external partners.
  • Ability to influence and negotiate with stakeholders to ensure successful delivery of business outcomes.
  • Strong ability to manage multiple, complex issues while providing clear, strategic solutions.
  • Experience in reviewing processes and making improvements based on data-driven insights.
  • Excellent written and verbal communication skills, with the ability to lead teams and address senior stakeholders effectively.
  • Confident presenting to leadership and managing cross-functional teams.
  • Ability to drive both short-term operational improvements and medium-term strategic plans.
  • Comfortable leading day-to-day vendor performance monitoring while contributing to broader organisational goals.
  • Ability to work effectively across different geographies and adapt to varying stakeholder needs.

JET Values:

JET is proud to be an Equal Opportunity employer. We are committed to fostering a diverse and inclusive environment where all employees feel they truly belong and where everyone is included, seen, heard and respected.



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