Director, Partner Experience

Panorama Global•Seattle, WA

16d•$125,000 - $140,000•Hybrid

About The Position

Our dynamic, growing organization seeks a Director, Partner Experience. The Director of Partner Experience is a senior leader within the Operations department responsible for designing, managing, and delivering exceptional operational support services for the organization’s diverse portfolio of programs, collaborative funds, and fiscally sponsored projects. This role ensures that Panorama’s partners receive high-quality, timely, and consistent operational guidance, enabling them to focus on mission delivery while maintaining compliance, efficiency, and operational excellence. The Director oversees a team that serves as a primary operational interface for partners, translating needs into solutions, and continuously improving the end-to-end partner experience. This role may directly engage to support high visibility / highly complex initiatives and will serve as a point of escalation for partner issues. The Director of Partner Experience currently oversees a 4-person Grants and Contracts Team and will manage the Associate Director, Grants and Contracts. The Partner Experience team is part of a wider Operations Team comprised of Business Strategy & Operations, Finance, Financial Planning & Analysis, and PACT (People and Culture Team/HR.) Reporting to the Chief Operations Officer, the successful candidate will have deep experience in nonprofit operations, a strong understanding of compliance and risk management, and exceptional skills in critical thinking, problem solving, project management, and interpersonal relationships. Candidates must be based in one of Panorama’s hub cities (Seattle, Denver, Washington, DC, and New York City). For Seattle and NYC, employees are expected to work in the office four days per week starting in 2026. In Washington, DC and Denver, this requirement will go into effect once the offices are established no earlier than Q4 2026.

Requirements

12+ years of relevant work experience with a minimum of 5 years working directly in nonprofit operations or compliance, and significant people management responsibilities.
Demonstrated critical-thinking and analytical skills, including reading, analyzing, and interpreting legal agreements and related regulatory compliance
Highly experienced in problem-solving to solve highly complex issues.
Familiarity with legal frameworks governing organizations exempt from taxation under Section 501(c)(3) of the Internal Revenue Code.
Familiarity with relevant contract law.
Exceptional project management and organizational skills, including meticulous attention to detail and the ability to balance workload under deadlines and with multiple priorities.
Exceptional judgement and ability to adapt in rapidly changing settings.
Exceptional interpersonal and relationship-building skills with demonstrated abilities to build trusting relationships and facilitate collaborative problem-solving.
Exceptional verbal and written communication skills.
Demonstrated ability to take initiative and work independently or collaboratively as part of a team with minimal supervision.
Experience in effectively managing people/teams with commitment to hold self and others accountable for high-quality, timely and effective results.
A passion for process efficiency, continuous improvement, and change management
Ability to maintain strict confidentiality, establish trust and credibility, and act with complete integrity.
Demonstrated commitment to diversity, equity, and inclusion and to Panorama’s mission and values.
Advanced proficiency with MS Office, Adobe Acrobat, and Docusign.
Fluency in written and spoken English.
Strategic & Systems Thinking
Operational Excellence & Process Improvement
Customer/Partner Service Mindset
Team Leadership & Talent Development
Cross-functional Collaboration
Compliance Awareness & Risk Mitigation
Equity & Inclusion Orientation

Nice To Haves

Bachelor’s degree in business administration, non-profit administration, or other relevant fields or equivalent relevant work experience.
Experience with US government grants and contracts and federal contracting regulations and policies.
Experience in leading complex agreement negotiations.
Experience with Salesforce or equivalent CRM platform.
Experience with fiscal sponsorship.

Responsibilities

Serve as a key organizational leader accountable for high quality operational experience for Panorama Global and Panorama Action partners .
Develop and implement a partner experience strategy in collaboration with the Director, Fiscal Sponsored Programs in Panorama’s Social Impact Department to drive high satisfaction, operational efficiency, and organizational alignment.
Establish service standards, communication protocols, and quality assurance practices to ensure a best-in-class, consistent partner experience.
Act as senior point of escalation for complex or sensitive partner issues.
Oversee the design and delivery of operational support services, including onboarding, training, fiscal compliance guidance, administrative support, and ongoing partner engagement.
Ensure partners understand and follow organizational policies and processes related to finance, HR, compliance, risk management, technology systems, contracts and grant administration.
Collaborate cross-functionally across the organization to streamline workflows and deliver coordinated support.
Create and refine partner-facing tools, knowledge resources, and operational documentation.
Lead, mentor, and manage a high performing team.
Actively participate in the Operations management team and Panorama’s Leadership Team.
Develop and manage annual budgets, staffing plans, and resource allocation for the Partner Experience function.
Set team goals, KPIs, and performance expectations; conduct regular performance reviews.
Cultivate a culture of excellent customer service, proactive communication, and continuous learning.
Ensure staff have the training and resources needed to effectively support partners.
Collaborate with internal cross-cutting stakeholders to continually develop, improve, and implement operational solutions and processes for our portfolio of fiscally sponsored projects.
In partnership with Director, Fiscal Sponsored Programs, lead and facilitate solutions for fiscal sponsorship issues (e.g., structure, compliance), project escalations and/or relationship issues that impact our fiscally sponsored projects and their employees.
Liaise between teams and design workflows to identify and resolve concerns related to internal policies/processes, partner requirements, financial operations, project liquidity, etc., communicating internally and directly with project partners as needed.
Analyze partner feedback, service metrics, and operational data to identify trends and opportunities for improvement.
Lead systems, policy and process improvements initiatives to strengthen Panorama’s operational infrastructure while increasing efficiency, clarity, and partner satisfaction.
Support the implementation and optimization of technology systems used in partner operations (e.g., CRM, ticketing systems, knowledge management).
Ensure all operational support aligns with fiscal sponsorship regulations, nonprofit compliance requirements, financial operations and internal policies.
Work closely with risk. compliance and social impact teams to understand and mitigate partner risk and ensure audit readiness.
Communicate policy updates, compliance requirements, and operational changes to partners clearly and consistently.
Collaborate with Enterprise Risk Manager and VP, Finance to analyze, support and guide enterprise-level and program/project-level compliance requirements.
Exemplify qualities of Panorama’s Values, Culture and Mission as an impact player who
Embraces everyday challenges and ambiguity as opportunities to lean in and take action,
Demonstrates curiosity and commitment to asking questions, learning, and adapting,
Commits to adding value to their team and to Panorama, and
Actively contributes to the enhancement of Panorama’s culture by participating in organizational and team activities such as committee volunteerism, coffee chats, and other initiatives.
Serve as an organizational brand ambassador by representing the organization externally.
Contribute to opportunities for process improvement and service/practice strengthening towards evolving our platform for social change.
As needed, provide timely inputs for co-design and development of initiatives, proposals, briefings/debriefs, reports, and knowledge sharing efforts.
Provide required timely and accurate recording of data and other information via Harvest, Salesforce, Lattice, SharePoint, and Certify.
Participate in and actively contribute to internal Learning & Development opportunities.
Participate in developing and/or executing strategic organizational initiatives of Panorama.
Actively engage in, and contribute to, the Leadership Team.
Champion organization-wide initiatives within your team to ensure understanding and adoption of new and ongoing programs, policies, and best practices.

Benefits

Flexible paid time off
10 paid holidays per year, plus an organization-wide Winter Break
Up to 95% employer-paid monthly premiums for employee medical coverage (depending on plan selected)
401(k) safe harbor plan, with employer contribution equal to 3% salary with immediate vesting
Up to 12 weeks fully paid family/medical leave (eligible after 1 year of employment)

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