Partner Relationship Manager

Postmates Nashville , TN 37201

Posted 8 months ago

Postmates is disrupting local commerce by providing a marketplace where consumers can purchase goods from any local restaurant or store and local couriers deliver the goods to their home in minutes. Postmates has unlocked on-demand local shopping providing consumers the convenience of super fast delivery for the largest selection of goods (anything in the whole city!); the benefit and scale of e-commerce for local merchants; and more flexible work for couriers.

We are looking for an enthusiastic, passionate and results-driven leader who knows how to develop, scale and manage an outsourced partner relationship. The Partner Relationship Manager uses a broad range of BPO operations and leadership skills to own and enrich the relationships between Postmates and one or more partners in a given market or region. The Partner Relationship Manager will deliver on partner growth, workforce and staff planning, and will be accountable for the partner's service delivery performance outcomes.


  • Hold their partner(s) accountable for headcount and contact volume service level performance, continually improving the partner's attrition and site health performance.

  • Lead strategy, plan, and implementation of scaling partner support as Postmates' business grows.

  • Assess and drive their partner's support staff and leadership staff quality and development needs, including assisting with proper planning of new leaders, holding the partner accountable for having development programs, and requiring high standards of ability and integrity down to the agent level.

  • Manage the day-to-day operational needs of the partner(s) by collaborating with Training, Workforce Management, and other groups who support the administration of crucial functions.

  • Facilitate their partner's relationships with the multiple Postmates Operations Managers and stakeholders who look after the performance outcomes.

  • Build and drive workforce and staff planning for their partner location(s) within a specific market or region, including satisfying budget inputs.

  • Take part in new site launch efforts, either driving and owning lower complexity launches with existing partners, or collaborating to assist in higher complexity launches with new or strategic partners.

  • Drive the partner teams to develop regular and robust feedback and insights to the Postmates Operations Managers and other stakeholders who are pursuing the continuous improvement of service delivery.

  • Collaborate with their partner(s) to identify and develop unique value additions, pilots, and projects that enrich the overall Customer Experience.

  • Evaluate new Postmates processes or program changes for their potential impact to partner performance, and assist in mitigating those risks.

  • Act as Postmates' Brand Ambassador to their partner(s), role modeling our core values and assessing the partner's people-oriented programs against Postmates' standards.

  • Act as Postmates' single point of contact for all other matters related to the partner's operations, including Legal queries and requirements.

  • Lead and/or participate in projects outside of the scope of your department, as assigned by your manager.


  • 5+ years of progressively responsible leadership experience in customer service operations (BPO preferred, captive accepted).

  • Broad experience working with CS organizations globally.

  • Experience managing budgets and taking accountability for spending.

  • Experience driving B2B relationships and leading outside teams to exceed goals.

  • Demonstrated project management experience as either owner and stakeholder.

  • Strong analytical skills, including performance storytelling using slides, charts, etc.

  • Excellent communication skills, fluent in English.

  • Able to travel in APAC and NA locations when required.

  • Up to 25% travel time.

  • Works well in ambiguity and embraces the adventure!

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Manager Of Site Relationship Development


Posted 1 week ago

VIEW JOBS 10/8/2019 12:00:00 AM 2020-01-06T00:00 Sarah Cannon is the research arm of HCA's global cancer enterprise. Focused on advancing therapies for patients, it is one of the world's leading clinical research organizations conducting community-based clinical trials in oncology, cardiology and orthopedics through affiliations with a network of more than 1,000 physicians across the United States and United Kingdom. We believe our success is dependent on a healthy work environment where staff members are the core of advancing therapies for patients and accelerating drug development. We apply the same compassion and commitment we have for our patients to our co-workers and colleagues and promote an entrepreneurial culture. Benefits: We offer you an excellent total compensation package, including competitive salary, excellent benefit package and growth opportunities. We believe in our team and your ability to do excellent work with us. Your benefits include 401k, PTO medical, dental, flex spending, life, disability, tuition reimbursement, employee discount program, employee stock purchase program and student loan repayment. We would love to talk to you about this fantastic opportunity. Summary of Key Responsibilities: This position will be responsible for leading and supporting site relationship development opportunities, both existing and prospective, across the various Sarah Cannon lines of business, including HCA Research Institute. This position will also be responsible for facilitating and driving collaboration between Sarah Cannon sites and sponsor/CRO partners to advance research strategy for all parties involved. This individual reports to the Associate Director, Site Relationship Development. Duties and Responsibilities: * Build and maintain strong relationships with current and prospective sites to focus on overall growth and development of research programs * Liaise with site and sponsor/CRO contacts to establish and maintain key organizational connectivity * Support the overall site evaluation process from review of opportunity to executive leadership recommendation * Interface with Sarah Cannon lines of business to develop/foster relationships and understanding of business line needs in order to provide high level service and appropriate site collaboration * Facilitate business development and relationship management activities with pending and active sites and pharma/CRO partners * Develop site specific scorecards and sponsor/CRO specific scorecards to track and evaluate performance metrics and ensure that there is adherence to sponsor and trial defined expectations * Utilize performance metrics to drive improvement strategies both for sites and for sponsor/CRO partner relationships * Participate in and lead sponsor/CRO teleconferences and meetings to represent site operational perspective * Attend and lead all required operational and relationship meetings * Work with site and sponsor/CRO partners to identify project or study related issues and facilitate resolution * Ensure understanding of Sarah Cannon structure and processes to site or sponsor/CRO partners, and facilitate/lead meetings as needed to gain alignment * Communicate unresolved issues at the appropriate time and to the appropriate level of management * Support the site feasibility process for new business development proposal process * Works on new initiatives and special projects as directed by Associate Director Site Relationship Development Knowledge: * Proven knowledge of Clinical Trial operations, FDA guidelines and GCP is required * Understanding of business development concepts and procedures Skills: * Excellent communication skills – written and verbal – all levels * Excellent interpersonal skills, detail-oriented and meticulous * Strong customer focus and orientation * Excellent organization and time management skills * Accuracy and thoroughness * Skilled with personal computer software – Windows: word processing, project planning, presentation, e-mail, flow charts, spreadsheet software, Salesforce, CTMS systems Abilities: * Demonstrated ability to coordinate operational issues and support across multiple sites for multiple clinical trials * Demonstrated leadership and problem solving abilities * Demonstrated ability to build metrics platforms and reports * Demonstrated ability to manage and prioritize assigned projects * Ability to lead/facilitate communication and present to all levels of the organization * Resourceful with heightened analytical, assessment, and problem solving capabilities * Ability to work in a fast-paced environment/ heightened sense of urgency * Self-directed with demonstrated ability to manage multiple varying deliverables with shifting priorities/requirements Education: Bachelor Degree required; Master's Degree preferred Experience: * Minimum 3-5 years experience in healthcare research or other science related field * Minimum 3-5 years experience in clinical trial environment Certification or License: SOCRA or ACRP certification preferred We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. HCA Nashville TN

Partner Relationship Manager