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DOOR (formerly Latch) is a building intelligence platform combining premium hardware, intuitive software, and automated operations to help multifamily properties run efficiently, grow revenue, and deliver connected living experiences.
The Partner Operations & Success Manager drives operational success, scalability, and growth of DOOR's strategic B2B2C partnerships. This role ensures partner programs are operationally sound, financially viable, and positioned to deliver strong partner, customer, and service-provider experiences from initial evaluation through long-term scale.
Key Responsibilities:
Strategic Partner Management: Own day-to-day operational relationships with key B2B2C partners (e.g., Walmart, Amazon/Ring, Arlo, Cove). Serve as primary operational point of contact and trusted advisor. Develop deep understanding of partner goals, customer journey, service requirements, and success measures. Lead recurring business reviews communicating performance, risks, opportunities, and action plans. Manage partner escalations through investigation, cross-functional coordination, and root-cause analysis. Identify expansion opportunities and revenue growth.
New Partner Evaluation & Gatekeeping: Own intake, screening, evaluation, and operational approval for prospective B2B2C partners. Review requests for completeness, strategic alignment, commercial viability, and operational readiness. Conduct due diligence and identify delivery risks. Partner with Business Development to define scope, pricing, SLAs, and launch expectations. Assess geographic coverage, provider capacity, skills, technology needs, and dependencies. Recommend advancement, modification, piloting, deferral, or decline.
Pilot & Launch Management: Design and lead pilot programs validating service scope, customer demand, pricing, capacity, and workflows. Define objectives, success criteria, timelines, and go/no-go decisions. Coordinate cross-functional launch activities. Finalize contracts and service expectations with Legal. Oversee portal configuration, documentation, training, and launch readiness.
Onboarding & Operational Excellence: Build scalable, repeatable onboarding processes. Establish workflows, ownership, escalation paths, and service-level expectations. Develop self-service experiences and automated processes. Create playbooks, procedures, training materials, and checklists. Evaluate and reset expectations when programs become inefficient. Identify process, product, and automation improvements.
Performance Management: Monitor partner financial, operational, service, and customer-experience performance. Translate data into recommendations and corrective action plans. Investigate gaps and coordinate improvements. Balance satisfaction with feasibility, quality, and profitability. Maintain accurate reporting on performance, risks, escalations, and opportunities.
Service-Provider Readiness: Assess geographic coverage, capacity, skills, and experience. Partner with recruiting and operations to onboard qualified providers. Support development of skills, certifications, and training. Serve as subject-matter expert for assigned verticals. Monitor onboarding, responsiveness, quality, and compliance.
Performance Metrics: Total B2B2C partner revenue, revenue growth, program profitability, cost management, service volume, order completion rates, SLA attainment, launch success rates, service-provider coverage, automation levels, partner satisfaction, customer satisfaction, service-provider engagement, and program retention.
Requirements:
- Bachelor's degree in business, operations, account management, or related field, or equivalent practical experience
- 7+ years of experience in partner operations, strategic account management, customer success, marketplace operations, program management, or related field
- Experience managing complex relationships with large enterprise, retail, technology, or consumer-service partners
- Demonstrated experience taking programs from evaluation and pilot through launch and scaled operations
- Strong understanding of operational workflows, service-level agreements, capacity planning, and performance management
- Experience using data to identify problems, evaluate program health, and drive business decisions
- Proven ability to manage escalations and align internal and external stakeholders around solutions
- Strong commercial judgment and understanding of revenue, pricing, cost, and profitability drivers
- Excellent written, verbal, presentation, and executive-communication skills
- Ability to lead cross-functional initiatives through influence and operate effectively in fast-moving environment
Preferred Qualifications:
- Experience supporting B2B2C, marketplace, field-service, home-services, property-management, retail, or connected-home programs
- Experience working with nationally recognized retailers or technology companies
- Familiarity with partner portals, workflow automation, CRM platforms, reporting tools, and self-service onboarding systems
- Experience developing service-provider networks or managing geographically distributed service operations
- Experience negotiating operational terms, SLAs, pricing assumptions, and program requirements
Travel: Approximately 20% travel expected.
