Sr. Mgr, Client/Partner Success and Operations

The Sr. Manager, Partner Operations will unify and lead three teams that sit at the center of how WFE acquires, activates, and delivers value to employer clients: Implementation, Platform Operations, and Solutions Consulting. This role is responsible for the client partner lifecycle — from configuring and launching new employer clients, to managing ongoing platform health and client experience, to providing technical consulting that turns client requirements into scalable solutions. These three functions are deeply interdependent, and this role exists to ensure they operate as one coherent system with a consistent focus on client value realization. This is a builder's role. The Sr. Manager, Partner Operations will define how these teams work together, set standards for client-facing excellence, and build the operational infrastructure — including SOPs, KPIs, and SLAs in partnership with the Ops Excellence function — that supports WFE's growth without proportional headcount growth. Essential Duties & Responsibilities: TEAM LEADERSHIP & MANAGEMENT Lead and develop three distinct teams — Implementation, Platform Operations, and Solutions Consulting — ensuring each has clear goals, strong operating rhythms, and effective people management. Manage team leads and senior ICs within each function, providing coaching, feedback, and professional development. Set performance standards, run regular 1:1s, and build a culture of accountability and continuous improvement across the combined team. Partner with HR on hiring, onboarding, and team structure as the organization scales. Partner with the Ops Excellence Sr. Manager and the Product Operations Manager, WFE Platform and Services — both direct reports to the Sr. Director — to develop and maintain SOPs, KPIs, and SLAs for Partner Operations functions, and be accountable to those standards. IMPLEMENTATION Own the end-to-end process for onboarding new employer clients to the Workforce Edge platform — from contract execution through go-live, including initial educational provider configuration. Ensure implementations are completed on time, within scope, and result in a client that is configured correctly and ready to transact. Oversee the initial implementation and platform configuration of new educational providers — ensuring that provider program structures, eligibility rules, and data specifications are correctly set up in WFE prior to go-live; ongoing provider data management and financial operations are owned by...

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