Senior Operations Support Lead Analyst providing comprehensive operations support services for Citi's Servicing Division. Ensures risk management integration and process compliance across various business groups.
About the role
- Partner Operations & Delivery Lead at a global SaaS company driving the scaling of implementation partner ecosystem. Ensuring operational excellence and partner satisfaction across professional services engagements.
Responsibilities
- We are seeking a highly motivated and experienced Partner Operations & Delivery Lead to drive the successful global scaling of our implementation partner ecosystem.
- This is a critical, high-impact individual contributor role responsible for the entire partner lifecycle, from initial onboarding and enablement to ensuring operational excellence, profitability, and exceptional customer (and partner) satisfaction across our professional services engagements.
- The ideal candidate has a deep background in managing and scaling partner programs, particularly for professional services within a high-growth SaaS environment.
- You will be the linchpin connecting our internal teams with our external partners, acting as both an operational expert and the primary point of escalation.
- You thrive in an ambiguous, fast-paced environment and possess a strong bias for action.
- You are not afraid to roll up your sleeves to handle an operational task or complex escalation.
- You view profitability and operational efficiency not just as metrics, but as fundamental principles for sustainable growth and a healthy partner ecosystem.
Requirements
- 5+ years of experience in Partner Operations, Professional Services Operations, or Alliances Management within a B2B SaaS company.
- Proven track record of successfully building, scaling, and managing profitable global partner programs focused on professional/implementation services.
- Deep understanding of Professional Services P&L drivers, utilization metrics, and financial modeling for partner-led engagements.
- Exceptional skills in process design, optimization, and documentation, with a focus on achieving operational scale and consistency.
- Experience in a non-reporting management or leadership capacity (e.g., managing partner resources, project teams, or matrix organizations) is a strong plus.
- Excellent communication, negotiation, and conflict resolution skills, capable of managing high-stakes escalations and driving consensus across diverse stakeholders.
- Familiarity with standard PSA (Professional Services Automation) and CRM systems (e.g., Salesforce).
- Bachelor’s degree in Business, Finance, or a related field.
- Workforce Management experience is a big plus
Benefits
- Enjoy a flexible remote-first work policy (with a work-from-home stipend to set you up for success!)
- Own A piece of Deputy via our Employee Share Ownership Plan (ESOP)
- Take paid parental leave to support you and your family
- Stay protected with Group Salary Continuance Insurance
- Access support through our Employee Assistance Program
- Enjoy additional leave days — including study assistance, celebration days and volunteering
- Join our global working groups focused on collaboration, belonging and connection
- Get creative at our annual Hackathons
- Take advantage of our novated leasing for electric vehicles, internet reimbursement and more!
Job title
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