Partner Success Operations Manager

Role Overview

As Partner Success Operations Manager at Nue, you ensure partners have the resources and support needed to deliver successfully—proactively, not reactively. You anticipate partner demand, manage delivery operations, and reduce the frequency of partner escalations by improving self-sufficiency.

Responsibilities

• Proactively identify trends and patterns across support channels (office hours, ticket queue, direct support, health reviews) to catch issues early.
• Build and maintain partner self-service resources and documentation so partners can solve problems independently.
• Own and manage the support ticketing queue end to end:
  • Triaging requests to the right resource
  • Tracking requests through to resolution
  • Routing to the correct escalation path (product specialists, Forward Deployment Engineers, Center of Excellence as needed)
• Monitor and manage delivery capacity:
  • Track Forward Deployment Engineer deployments for complex/at-risk engagements
  • Monitor utilization and flag capacity risk early
• Drive resolution (not just routing) by seeing partner issues through to close or escalate with full context.
• Partner with the Center of Excellence and Partner Success Managers to keep the operational workload off their plates.
• Support system buildout for the function (ticketing, scheduling, reporting), not just run existing processes.
• Use AI accelerators/tooling for queue management, scheduling, and reporting; flag gaps/failures to the Center of Excellence.

Requirements

• 3–5+ years running a technical support or delivery operations function (preferably enterprise software or professional services).
• Proactive mindset: rising queue volume is a signal to address root causes and improve self-service.
• Strong understanding of CPQ / billing / quote-to-cash delivery and relevant escalation paths.
• Demonstrated ability to manage a queue/pool of specialized technical resources under real-time demand, staying ahead of utilization/capacity risk.
• Experience working with (or setting up) ticketing systems and support queues.
• Strong triage, organizational, and prioritization skills; ability to route quickly without losing context.
• Experience coordinating across cross-functional technical teams (architects, consultants, engineers).
• Comfortable operating in a fast-paced startup environment with ambiguity.

Preferred

• Experience supporting/operating a partner- or channel-delivery model.
• Familiarity with AI tools for support and delivery operations.