Director, Partner Operations & Enablement

Director, Partner Operations & Enablement
In-Office Preferred (Remote Considered with 50% Travel)
Job Title: Director, Partner Operations & Enablement
Reports To: SVP, Operations and Support

The Director, Partner Operations & Enablement at inKind is responsible for overseeing and scaling the post-sales experience for B2B commercial partners, including existing onboarding and post-sales operations (request management), while building and leading a Partner Enablement function.

This role owns the operational foundation and enablement strategy that ensures partners are successful, informed, and supported as inKind scales. The Director will lead teams, design scalable programs, and partner cross-functionally to deliver consistent, high-quality partner experiences. This is a senior leadership role requiring strong people management, operational rigor, and enablement expertise in a fast-paced, high-growth environment.

People Leader: A proven leader with required experience managing teams, developing talent, and driving accountability
Experienced Operator: Deep experience in partner operations, post-sales processes, and enablement in scaling organizations
Enablement Expert: Demonstrated success designing and delivering training, education, and enablement programs
Process-Driven: Skilled at designing workflows, defining SLAs, and improving operational efficiency
Clear Communicator: Able to translate complex processes into clear partner-facing and internal communications
Cross-Functional Leader: Trusted partner to Sales, Product, Operations, Support, IT, and Marketing
Adaptable and Growth-Oriented: Thrives in ambiguity and proactively builds structure as the organization grows

Partner Operations (Onboarding & Post-Sales):

• Own and oversee partner onboarding for B2B commercial clients, ensuring a scalable, repeatable, and high-quality experience
• Lead post-sales partner operations, including request intake, prioritization, routing, and resolution
• Establish and enforce workflows, SLAs, and operational governance
• Identify inefficiencies and implement process improvements to improve speed, consistency, and partner satisfaction
• Partner with Sales, Account Management, Support, and Product to ensure seamless handoffs and ownership
  

Partner Enablement (Build & Lead):

• Build, lead, and scale the Partner Enablement organization, including hiring, coaching, and performance management
• Design and deliver required training and enablement programs for partners, including onboarding and ongoing education
• Develop scalable enablement assets (playbooks, guides, FAQs, learning modules)
• Own partner communications, including updates, announcements, and change communications
• Create partner-facing programs that drive adoption, engagement, and long-term success

Leadership, Systems & Continuous Improvement:

• Serve as executive owner for partner-related initiatives across the organization
• Partner with Product and Engineering to ensure partner feedback informs roadmap decisions
• Collaborate with Marketing on partner-facing content and messaging
• Own KPIs related to onboarding effectiveness, enablement adoption, request resolution, and partner satisfaction
• Use data, feedback, and operational metrics to continuously improve partner outcomes
• Ensure partner operations and enablement workflows are supported by CRM and operational systems

• 8+ years of experience in partner operations, enablement, customer success, or post-sales roles
• Required people management and leadership experience
• Required experience designing and delivering training and enablement programs
• Required experience working with CRM platforms (Salesforce or similar)
• Strong background in process design, workflow optimization, and operational execution
• Proven ability to lead cross-functional initiatives in high-growth environments
• Excellent communication and stakeholder management skills

• Restaurant or hospitality industry experience
• ITIL certification
• Experience in fintech, SaaS, marketplace, or technology-driven organizations
• Experience partnering closely with IT, Product, and Systems teams

• In-office preferred position
• Remote candidates will be considered with willingness to travel up to 50%
• Flexibility required to support partner needs and key initiatives
  

Benefits: 

• Unlimited Paid Time Off
• 9 paid holidays per year 
• inKind is proud to offer and pay 100% of Blue Cross Blue Shield coverage and United Concordia Dental PPO coverage for our direct employees (a set plan is covered, with higher tier healthcare coverage available at employee’s additional cost; dependent coverage is at employee’s cost)
• Company paid Short Term Disability
• Vision plan available
• Child Care Benefits and generous parental leave
• Career development training opportunities
• Office-catered lunches and snacks
• Credit to restaurants in the inKind network

$165,000 – $185,000 DOE