Partner Operations Manager

Wise•Austin, TX

About The Position

The Partner Operations Manager owns operational strategy and execution for a portfolio of high-value banking and fintech partners on Wise Platform. The role focuses on improving operational performance and retaining partner volumes so partners receive value from Wise’s product, remain operationally stable, and are ready to grow. The manager works closely with Account Managers, who own the strategic relationship, and coordinates with Wise operational teams and functions including product, technology, legal, compliance, implementation, and business development. The role involves co-owning revenue retention, operational performance, and partner relationships; addressing operational concerns as the final escalation point; analyzing performance and resolving recurring friction; and leading internal initiatives that remove barriers to partner growth. The manager uses data to track retention metrics, identify risks, improve transfer success and contact rates, and strengthen partnership scalability. The position also owns operational success plans and data-driven business reviews, including support for Quarterly Business Reviews. It requires presenting analyses and progress updates, aligning partners and internal teams to measurable goals and timelines, advocating for partner needs to inform product roadmaps, and improving processes and servicing quality. The manager builds trusted relationships with senior partner stakeholders and supports adoption of endpoints and webhooks to automate support operations.

Requirements

At least 2 years of experience in operations and experience working with enterprise clients or large companies.
Experience driving projects that improve operational success metrics and SLAs and deliver measurable results for clients.
Strong problem-solving skills, including identifying root causes and working cross-functionally to prevent recurrence.
Ability to collect, analyze, and interpret large datasets to prioritize operational improvements and measure success.
Strong stakeholder-management skills, including experience influencing C-level executives and working cross-functionally with teams such as Product, Compliance, and Engineering.
Technical fluency with APIs, webhooks, and system integrations, and comfort discussing technical solutions with partners and engineers.
Exceptional communication skills and ability to explain complex technical and operational concepts to technical and non-technical audiences.
Ability to work autonomously in a fast-paced, evolving environment while managing multiple priorities.
Examples of unblocking solutions with product and engineering teams by articulating data, and of overcoming pushback.

Nice To Haves

Payments or banking experience.
Comprehensive understanding of correspondent banking products and solutions.
Experience working directly with Tier 1 or Tier 2 banks or large fintechs in an enterprise environment.
Familiarity with regulatory frameworks such as AML, KYC, and PSD2 affecting cross-border payments and banking operations.
Experience leading technical onboarding or implementation projects for complex payment systems.

Responsibilities

Own operational strategy, performance, and volume retention for a portfolio of Wise Platform banking and fintech partners.
Co-own revenue retention, partner operational performance, and partner relationships with Account Managers.
Lead operational initiatives with internal teams to address issues, remove growth obstacles, and improve partner performance.
Act as the final escalation point for partnership operational concerns and identify and resolve recurring friction patterns.
Use data to track performance, proactively address risks, and improve transfer success, operational issues, contact rates, and retention metrics.
Create operational success plans aligned to metrics such as success rates, contact rates, and customer satisfaction.
Support and manage data-driven business reviews, including Quarterly Business Reviews, and present analyses and progress updates to partners.
Hold partners and internal teams accountable for agreed plans and timelines.
Advocate for partner needs by providing feedback to internal teams and influencing product roadmaps.
Optimize internal and external processes using data-driven insights and scalable solutions.
Develop trusted relationships with senior partner stakeholders and align on operational goals.
Influence partners to implement endpoints and webhooks to automate support operations and share data via API.
Analyze the quality of Wise’s servicing to partners and their customers, gather partner feedback, review internal procedures and SLAs, and raise improvement areas.