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Lead the global scaling of partner operations, focusing on onboarding, performance monitoring, profitability, and customer satisfaction for professional services engagement.
Deputy is a global SaaS remote-first workforce management company with hubs in Sydney, Melbourne, San Francisco and London, plus team members working remotely across the United States. Our platform serves over 1.5 million workers and 375,000 workplaces across 100+ countries. We are backed by top global investors and recently achieved Unicorn status.
At Deputy, we’re improving the world of work, one shift at a time, for 80% of the world’s workforce: hourly workers. These are the dedicated employees who keep our world running – from baristas to nurses, cleaners to delivery drivers, florists to factory workers. Despite their vital role in society, most workplace technology has focused on those workers who sit behind a desk, but at Deputy, we transform the frontline. When businesses use Deputy, their workplaces thrive – the business is more profitable, compliant, and productive, while the workers are more engaged and happier at work.
We're becoming an AI-native company, a commitment that means you'll be empowered (and expected) to use AI tools and thinking in your day-to-day work. You'll have the training, support, and freedom to use AI responsibly and creatively to spark ideas, solve problems faster, and unlock new ways of working.
If you’re passionate about creating solutions that put people first and helping businesses and their teams thrive, join us at Deputy and make an impact where it matters most!
The Role
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.
Responsibilities
- Global Partner Onboarding & Enablement: Design, implement, and manage a structured, repeatable process for partner onboarding, certification, and ongoing training for implementation teams globally.
- Process Optimization: Develop and refine standardized operational workflows, tools, and playbooks to ensure consistent, high-quality service delivery across all global partners.
- Performance Monitoring: Define, track, and report on key performance indicators (KPIs) related to partner utilization, project delivery timeliness, quality, and adherence to established operational standards.
- Escalation Management: Serve as the first point of contact and primary escalation path for operational and delivery issues that arise within partner-led projects, driving rapid and effective resolution.
- Profitability Strategy: Work with finance and leadership to model, track, and optimize the Partner P&L, ensuring the program is a profitable and sustainable revenue stream for both the company and our partners.
- Financial & Contractual Oversight: Manage partner resource agreements, tracking utilization, rate cards, and payment terms to ensure financial compliance and efficiency.
- Incentive Programs: Design and manage performance-based incentive and rewards programs to drive partner investment, expertise, and operational accountability.
- Partner Relationship Management: Build and maintain strong, trust-based relationships with key contacts and leadership within our global partner organizations.
- CSAT Focus: Implement mechanisms to regularly gather feedback on partner-led project delivery quality and track Partner CSAT and end-customer satisfaction scores, driving continuous improvement initiatives.
- Quality Assurance: Conduct regular operational reviews and quality checks of partner delivery to ensure all engagements meet our rigorous standards for quality and customer experience.
Operational Excellence & Program Management
Partner P&L and Profitability
Partner and Customer Satisfaction (CSAT)
Skills & Experience
- 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
Employee Perks
- 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!
Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation. Our global team members are from a variety of cultures. And we welcome different perspective and skills.
#LI-Hybrid
Top Skills
Crm (Salesforce)
Professional Services Automation
Deputy Melbourne, Victoria, AUS Office
Deputy Melbourne, AU Office
Level 18/15 William St, , Melbourne, VIC , Australia, 3000
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