Senior Manager, Channel Operations


Austin, TX, USA

Full time

Dec 20

The Role

You will lead a function on a quest to deliver cross-functional and strategic initiatives from concept to sustained business impact - leaning on the contributions and know-how from a wide variety of departments across the company. You will be responsible for building a world-class channel operations enablement and execution machine at a high-growth, dynamic SaaS company. This role will be essential to building our capabilities and capacity to develop the most effective and efficient way to grow our customer base through channel partnerships.


  • Manage strategic internal cross-team initiatives and projects, to optimize for scalability and accelerated growth of our channel business.
  • Design and implement Channel Partner Readiness Checklists for resellers, platform extensions, and carrier partners.
  • Build and optimize operational workflows embedded in Convey’s systems to support a Global Partner business across partner sales, marketing, services, support, and product.
  • Collaborate cross-functionally to deliver scalable world-class onboarding and enablement programs to Partners globally - anytime, anywhere and on any device
  • Implement and maintain a Partner Portal to deliver tools and assets to Partners to ensure they have access to the knowledge necessary to effectively represent Convey to their customers
  • Develop reporting to measure ROI and effectiveness of channel programs and investments, and to assist with business planning and forecasting.
  • Institute a Partner Deal registration process and system to accurately capture leads and opportunities in our Salesforce system
  • Create a streamlined process for receiving product feature requests and roadmap enhancements through channel partnerships.
  • Partner with Support to establish a scalable support model for channel partnerships.
  • Help define, with Implementation Services, the most accessible, repeatable, and scalable delivery models for the various types of channel partnerships.
  • Create scalable and documented methods, best practices, and relevant KPIs for the Partner business.
  • Monitor high-priority channel partner issues and escalate through appropriate channels.
  • Foresee dependencies, risks, and issues -- build the appropriate program framework for projects and programs to deliver quality.
  • With a deep understanding of the organization (people, roles, strengths) and a diverse and deep knowledge of Convey products/platform, strategically group together related partner projects to better utilize the right resources and move faster.
  • Define, drive, and lead weekly channel partner operating mechanisms.


  • 7+ years in combined program, account, project and/or customer success management SaaS, Supply Chain experience a plus
  • Experience in building and scaling operational excellence in a dynamic environment
  • Experience in managing large, cross-company, complex programs with multi-functional teams
  • Experience and comfort working with executive teams
  • Strong analytical, planning, and organizational skills with an ability to manage competing demands
  • Results-oriented, problem-solving leader
  • Ability to bring effective change to an organization
  • Executive Communication skills. Ability to communicate information and ideas to individuals and teams in an articulate, focused, and compelling way.
  • Ability to take loads of information and make it easily digestible for Executives and program stakeholders
  • Outstanding planning and execution skills. You own and are accountable for delivering the execution to the overall strategy.
  • You see opportunities for synergy and integration where others can't. You simplify complex processes. You are exceptional at planning and can anticipate and adjust for problems and roadblocks.
  • Ability to drive and lead your team AND cross-functional teams. You steadfastly push yourself and others for results while maintaining diplomacy and strong relationships. You love to collaborate with your team and inspire them to do their best.
  • Must be located in the US or Canada

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