Partner Operations Manager - Managed Service Provider (MSP) Operations

Omnissa•Atlanta, CA

6h•$111,000 - $231,000•Remote

About The Position

Omnissa is seeking a Partner Operations Manager to define and execute the operational roadmap supporting the MSP partner business. This role involves identifying opportunities to improve partner onboarding, provisioning, billing, lifecycle management, renewals, and support processes. The ideal candidate will develop scalable operational frameworks, establish governance for MSP operational processes, and ensure alignment across business functions. The role also includes analyzing current business processes for automation and standardization, documenting workflows, and monitoring operational health. The Partner Operations Manager will serve as the business owner for systems supporting MSP operations, such as CRM, Partner Portal, CPQ, billing platforms, PSA/RMM integrations, and partner automation tools, partnering with Business Systems and Engineering teams. Additionally, this role requires acting as an operational liaison between various departments, driving alignment, and facilitating operational readiness for new programs. The position involves developing dashboards and reporting to measure operational efficiency and partner program performance, defining and monitoring KPIs, and leading complex operational initiatives from planning through execution.

Requirements

7–10+ years of experience in Partner Operations, Revenue Operations, Business Operations, or Channel Operations within a SaaS organization.
Experience supporting or working with Managed Service Providers (MSPs), channel partners, or indirect sales models.
Demonstrated success leading operational transformation and business process optimization initiatives.
Experience translating business requirements into scalable system solutions.
Strong project and program management experience across multiple stakeholders.
Advanced analytical skills with experience using operational metrics to drive decisions.
Bachelors Degree preferred

Nice To Haves

Experience with recurring revenue and subscription business models.
Knowledge of MSP business models, recurring billing, provisioning, licensing, and partner lifecycle management.
Experience with CRM and partner management platforms such as Salesforce, PRM solutions, CPQ, or subscription billing systems.
Familiarity with PSA/RMM platforms and common MSP operational workflows.
Experience supporting integrations between business applications.

Responsibilities

Define and execute the operational roadmap supporting the MSP partner business.
Identify opportunities to improve partner onboarding, provisioning, billing, lifecycle management, renewals, and support processes.
Develop scalable operational frameworks that reduce manual effort and improve partner experience.
Establish governance for MSP operational processes and ensure alignment across business functions.
Analyze current business processes and identify opportunities for automation, standardization, and simplification.
Lead cross-functional process improvement initiatives using data-driven methodologies.
Document operational workflows, standard operating procedures, and business requirements.
Continuously monitor operational health and recommend improvements based on KPIs and partner feedback.
Serve as the business owner for systems supporting MSP operations, including CRM, Partner Portal, CPQ, billing platforms, PSA/RMM integrations, and partner automation tools.
Partner with Business Systems and Engineering teams to define system requirements, prioritize enhancements, and support implementations.
Lead user acceptance testing (UAT), change management, and rollout planning for operational initiatives.
Ensure data integrity across partner systems and establish operational governance.
Act as the operational liaison between Partner Sales, Customer Success, Product, Finance, Support, and Engineering.
Drive alignment across stakeholders to remove operational friction impacting partner success.
Influence priorities without direct authority while building strong collaborative relationships.
Facilitate operational readiness for new partner programs, pricing models, and product launches.
Develop dashboards and reporting to measure operational efficiency and partner program performance.
Define and monitor KPIs such as: Partner onboarding time, Provisioning accuracy, Time-to-first-value, Support case trends, Renewal readiness, Partner adoption metrics, Operational SLA compliance.
Translate operational data into actionable recommendations for leadership.
Lead complex operational initiatives from planning through execution.
Coordinate cross-functional project teams while managing timelines, risks, dependencies, and stakeholder communications.
Ensure initiatives deliver measurable business outcomes and operational improvements.