Head - Partner Success and Performance Management (PSS08110)

About the Company

A technology-driven platform with a wide-reaching presence across India, supported by an extensive network of customers, partners, service providers, and distribution channels. The organisation is focused on scalable growth, strengthening its partner ecosystem, and leveraging data to enhance business performance and governance.

Position Overview

The Head - Partner Success and Performance Management role exists to establish disciplined partner governance, transparent reporting, and structured engagement across the complete partner ecosystem. This leadership position is responsible for converting MIS into actionable insights, running governance cadences, securing action closure, and improving service, customer, and business outcomes. The role reports directly to the Head CX.

Key Responsibilities

• Design a common governance framework covering partner segmentation, KPIs, SLAs, review frequency, escalation paths, and decision rights.
• Create differentiated engagement models based on partner size, criticality, performance, geography, and customer impact.
• Maintain a central partner repository including scope, contracts, locations, contacts, SLAs, scorecards, review history, and open actions.
• Own a single source of truth for partner MIS; ensure data accuracy, consistency, validation, and on-time publication.
• Build automated dashboards for volumes, TAT, SLA, ageing, quality, productivity, cost, customer experience, escalations, and action closure.
• Publish daily, weekly, and monthly reports with trends, root causes, risks, exceptions, and management actions using Advanced Excel and Power BI/Tableau.
• Partner with Data and Technology teams to automate extraction, alerts, and scorecards, reducing manual reporting.
• Establish and run operational huddles, weekly reviews, monthly business reviews, and quarterly business reviews with defined agendas and participants.
• Prepare fact-based review packs covering performance trends, customer feedback, risks, decisions, and improvement actions.
• Document actions with accountable owners, timelines, and outcomes; maintain rigorous follow-through and escalation until closure.
• Define partner-specific scorecards aligned to business commitments and customer expectations.
• Identify performance deviations early and initiate recovery plans before they affect customers or commercial relationships.
• Benchmark partners and recommend load allocation, incentives, penalties, probation, capability building, or exit based on sustained results.
• Govern partner categories including sales partners, service centres, logistics partners, and contact-centre partners with tailored KPIs and recovery plans.
• Convert dashboards, reviews, audits, and VOC into corrective and preventive action plans with clear owners, deadlines, and measurable outcomes.
• Track actions centrally, escalate overdue or recurring gaps, and validate effectiveness through operating data and customer outcomes.
• Embed reporting, SOP, system, SLA, and governance requirements during partner onboarding and expansion.
• Identify partner capability and training needs; coordinate targeted interventions and measure post-training improvement.
• Build and lead the Partner Success Office; align Sales, Service, Logistics, Contact Centre, Quality, Finance, Data, and Technology teams.
• Present consolidated partner performance, risks, and recommendations to the CSOO and leadership team.

Required Experience & Qualifications

• Education: Bachelor's degree in Engineering, Operations, Business, Analytics or related discipline; MBA preferred. Certifications in Project Management, Lean Six Sigma, Business Analytics, or Power BI are advantageous.
• Experience: 10-14 years in Partner Success, Partner Operations, Performance Management, Service Operations, Customer Experience, or Business Operations; with 4+ years in leadership roles.
• Leadership: Experience managing high-volume, multi-location, SLA-driven partner ecosystems and senior partner stakeholders; leading cross-functional teams and reporting to senior leadership.
• Technical Expertise: Partner governance and relationship management; KPI/SLA design; MIS automation; Advanced Excel; Power BI or Tableau; working knowledge of SQL; performance scorecards; WBR/MBR/QBR management; RCA and CAPA; NPS/CSAT analytics.
• Soft Skills: Strategic, analytical, disciplined in action closure, strong executive communication, negotiation, stakeholder influence, and business/commercial acumen.

Why Consider this Opportunity?

• Lead the central governance and performance management function for a large, complex partner ecosystem impacting millions of customers.
• Drive measurable improvements in SLA, TAT, quality, productivity, NPS/CSAT, and partner performance scores.
• Shape and embed data-driven partner governance frameworks and automated reporting tools with high stakeholder visibility.
• Collaborate across Sales, Service, Logistics, Contact Centre, Quality, Finance, Data, and Technology teams to influence business outcomes.
• Operate at the intersection of customer experience and operational excellence within a fast-growing technology-enabled service platform.

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