Role Description The Manager, Partner Care is responsible for leading the day-to-day performance, coaching, and operational execution of a Partner Operations team supporting Priority’s partner ecosystem. This role reports to the Senior Director, Partner Operations and helps translate departmental strategy into consistent service delivery, proactive partner support, and measurable operational results. - Manage the daily operations of assigned Partner Care team members, including workload distribution, performance management, coaching, and development. - Translate Senior Director priorities into clear team goals, operating routines, and execution plans. - Monitor staffing, coverage, scheduling, queue health, and work prioritization to support partner needs and service level expectations. - Set expectations for responsiveness, accuracy, follow-through, and professional partner engagement. - Support hiring, onboarding, training, and ongoing development of Partner Care Advocates. - Foster a culture of accountability, collaboration, ownership, continuous improvement, and service excellence. - Champion a partner-centric service culture focused on responsiveness, accountability, and consistent partner experiences. - Ensure assigned team members provide proactive, relationship-based support that strengthens partner satisfaction, retention, and operational outcomes. - Monitor partner feedback, service trends, and recurring issues to identify opportunities to improve the partner experience. - Serve as an escalation point for complex partner matters, coordinating resolution across internal teams as needed. - Balance partner needs with operational capabilities, compliance requirements, risk considerations, and business objectives. - Execute operating procedures, service standards, quality expectations, and performance routines established for the Partner Care organization. - Identify process gaps, workflow inefficiencies, knowledge needs, and service barriers that impact team performance or partner outcomes. - Recommend and implement approved process improvements to improve consistency, efficiency, partner satisfaction, and employee effectiveness. - Ensure team adherence to defined workflows, escalation paths, documentation standards, and compliance-related requirements. - Support initiatives related to automation, self-service, artificial intelligence, and digital engagement by helping prepare teams for change. - Track and manage team performance against key metrics related to partner experience, service effectiveness, productivity, quality, retention support, and employee engagement. - Use data, reporting, and partner insights to identify trends, manage risk, and drive informed coaching and operational decisions. - Provide regular performance updates, business insights, and recommendations to the Senior Director, Partner Operations. - Conduct performance reviews, provide timely feedback, and support action plans that improve individual and team performance. - Maintain visibility into partner portfolios, escalations, and operational commitments to ensure timely follow-through. - Lead team members responsible for supporting assigned partner portfolios, including self-service, moderate-value, and managed partner relationships. - Ensure appropriate engagement standards are followed for partner communication, business reviews, issue management, and follow-up. - Support retention and growth objectives by ensuring partner concerns, operational barriers, and revenue-impacting issues are surfaced and addressed. - Coordinate with Sales, Customer Support, Risk, Technical Support, Logistics, Product, Finance, Operations, and other internal teams to resolve partner issues and improve service delivery. - Facilitate alignment between partner needs and internal operational capabilities. - Participate in cross-functional projects designed to improve partner outcomes, internal workflows, and operational effectiveness. - Escalate systemic issues, recurring partner pain points, and process improvement opportunities to the Senior Director and appropriate business leaders. Qualifications - 6+ years of experience in customer success, partner operations, account management, partner support, client operations, or related customer-facing operations. - 2+ years of people leadership experience managing customer-facing, partner-facing, account management, or operational support teams. - Experience supporting partner relationships within payments, merchant services, fintech, financial services, technology, or a related business environment. - Strong understanding of service delivery, escalation management, partner communication, performance management, and operational execution. - Ability to coach and develop employees, manage performance, and build accountability within a team environment. - Ability to communicate clearly and influence effectively across business, operational, and technical stakeholders. - Strong analytical, problem-solving, organizational, and decision-making skills. Preferred Qualifications - Working knowledge of payment processing ecosystems, partner integrations, terminal technologies, and third-party technology support models. - Experience leading teams through process improvement, workflow optimization, technology adoption, automation, or support modernization initiatives. - Experience managing partner portfolios, escalations, service metrics, quality programs, or account management operating routines. Benefits - Compensation range: $66k - $84k - Bonus programs - 401(k) match - Employee Stock Purchase Program (ESPP) - HSA and FSA options - Financial wellness resources and employee discount programs - Medical, dental, and vision coverage - Mental health support for employees and dependents through Lyra Health - Family planning and women’s health benefits through Carrot - Gym membership reimbursement and virtual wellness programs (including yoga) - 3 weeks PTO to start, with unlimited PTO after year one - Education expense reimbursement - Leadership development programs - Certified Payments Professional (CPP) certification support Work Environment & Culture We believe that performance and experience go hand in hand - an exceptional employee experience is earned through contribution. We are a results-driven team, grounded in our core values: ownership, authenticity, service, trust, innovation, and camaraderie. Our culture is built for those who want to make an impact. We challenge each other to grow, celebrate progress, and support one another through shared goals and real connection. Whether you're building technology, serving clients, or supporting internal teams, you’ll be part of a company that empowers you to perform at your best and be known for results. Traditional Physical Requirements - Requires prolonged sitting, standing, bending, stooping and stretching. - Requires the ability to lift 10 pounds. - Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).