Senior Partner Program Manager

📋 Description

• • As a Senior Partner Program Manager at Bullhorn, you will be instrumental in driving strategic initiatives and fostering success through robust program leadership. This fixed-term role is designed for a proactive and results-oriented individual who excels in a fast-paced, dynamic environment. You will be at the forefront of enhancing our customer experience by optimizing support models, identifying critical gaps, and implementing targeted solutions that drive efficiency and effectiveness.
• • Your primary responsibility will be to lead structured, cross-functional efforts aimed at assessing and improving our current support model. This involves a deep dive into existing workflows, the tooling that supports them, and the team structures that execute them. You will be expected to apply established continuous improvement frameworks, such as root cause analysis and trend analysis, to pinpoint systemic inefficiencies and uncover opportunities for optimization.
• • A key aspect of this role is the ability to prioritize initiatives. You will evaluate potential improvements based on their impact on customer experience, their ability to reduce resolution times, and their effect on operational costs. This data-driven approach ensures that resources are allocated to the most impactful areas, maximizing return on investment and elevating customer satisfaction.
• • You will play a crucial role in identifying gaps within our operational framework. This involves meticulously analyzing both quantitative data, including case volumes, time to resolution metrics, and escalation rates, and qualitative inputs such as team feedback and client-reported pain points. The insights gleaned from this analysis will be translated into clearly defined problem statements and actionable improvement plans.
• • Developing phased roadmaps with measurable outcomes and clearly defined ownership will be a core deliverable. These roadmaps will serve as blueprints for change, ensuring that all stakeholders understand their roles, the expected results, and the timelines for achieving them.
• • A significant part of your mandate will be to lead cross-functional process design and implementation. This requires close collaboration with Bullhorn support leadership and Textus resources to architect and refine improved processes. You will be responsible for establishing clear workflows, defining roles and responsibilities, and setting success criteria for all new initiatives.
• • Driving alignment across diverse stakeholder groups and ensuring successful adoption of new processes will be paramount. This will be achieved through comprehensive documentation, targeted training programs, and effective change management strategies that address potential resistance and foster buy-in.
• • You will also serve as the primary liaison for Textus teams involved in our support operations or tooling. This involves aligning external partners with internal goals, timelines, and quality standards, ensuring seamless integration and collaboration.
• • Monitoring partner performance and holding them accountable to defined Service Level Agreements (SLAs) and deliverables will be critical to maintaining high operational standards.
• • Establishing baseline performance metrics across key areas such as Time to Resolution (TTR), escalation rates, and backlog health is essential. You will build robust reporting frameworks to meticulously track progress against defined targets.
• • Continuous evaluation of results and iterative refinement of programs will be necessary to ensure sustained improvement and adapt to evolving business needs. This role demands a strategic thinker with exceptional program management skills, a talent for cross-functional leadership, and a passion for driving tangible results through data-driven decision-making and effective process design. Your ability to manage stakeholders, influence without direct authority, and communicate complex ideas clearly will be key to your success in this challenging and rewarding fixed-term position.