Partner Operations Manager

Wise•Austin, TX

About The Position

Wise is hiring a Partner Operations Manager to own 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 volume, while helping partners remain stable and positioned for growth. The manager works closely with Account Management, which owns the strategic relationship, and collaborates across Wise operations, product, technology, legal, compliance, implementation, and business development. The role includes co-owning revenue retention, operational performance, and partner relationships; leading operational initiatives to remove barriers to growth; and serving as the final escalation point for operational concerns. The manager uses data to identify recurring problems, assess service quality, improve processes and SLAs, and develop operational success plans and business reviews. They also advocate for partner needs internally, influence product improvements, and help partners use API 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 leading 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 recurring issues.
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 collaborating with internal teams such as Product, Compliance, and Engineering.
Technical fluency with APIs, webhooks, and system integrations; comfortable discussing technical solutions with partners and engineers, without a coding requirement.
Excellent communication skills and ability to explain technical and operational concepts to technical and non-technical audiences.
Ability to work autonomously and adapt 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

Experience in payments or banking.
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 affecting cross-border payments and banking operations, such as AML, KYC, and PSD2.
Experience leading technical onboarding or implementation projects for complex payment systems.

Responsibilities

Own operational strategy and performance for a portfolio of Wise Platform banking and fintech partners, with a focus on volume retention and partner readiness for growth.
Work with Account Managers to achieve retention targets by improving transfer success, reducing operational issues and contact rates, and increasing partnership scalability.
Lead operational initiatives with internal teams to resolve partner issues and unblock growth opportunities.
Analyze operational performance, identify recurring friction and root causes, and address operational concerns as the final escalation point.
Develop operational success plans and data-driven business reviews, including supporting Quarterly Business Reviews, with targets for success rates, contact rates, and customer satisfaction.
Present performance analysis and progress updates to partners and use insights to guide ongoing improvements.
Manage stakeholders and run business review meetings, holding partners and internal teams accountable to agreed timelines.
Advocate for partner needs internally, provide feedback to teams, and influence product roadmaps and platform improvements.
Use data to identify recurring process challenges and implement scalable improvements to internal and external operations.
Build trusted relationships with senior stakeholders at partner organizations and align on operational goals.
Encourage partners to implement API endpoints and webhooks that automate support operations by sending data to partners.
Assess the quality of service provided to partners and their customers, gather partner feedback, review internal procedures and SLAs, and raise improvement areas.