Senior Manager, Global Partner Experience

Pilot Thomas Logistics•Boston, MA

2d•Hybrid

About The Position

Reporting to the VP, Global Partner Programs, the Senior Manager of Global Partner Experience is responsible for helping shape and continuously improve the end-to-end partner lifecycle in alignment with the Partner Network Program. This role ensures the program is not only well-designed, but experience-led, enablement-driven, and operationally scalable—so partners can effectively onboard, build capability, grow pipeline, and deliver customer outcomes. Operating at the intersection of Partner Programs, Enablement, and Partner Operations, this role connects program design to real-world partner execution—ensuring that program requirements, benefits, tools, and enablement come together as a cohesive and high-impact partner experience.

Requirements

5+ years of experience in partner programs, channel strategy, partner enablement, partner operations, or partner experience.
Strong experience working within or defining partner programs & partner journey mapping.
Proven ability to connect program design to execution through enablement, tools, and process improvements.
Experience collaborating closely with Enablement and Partner Operations teams.
Strong understanding of partner ecosystems (resellers, GSIs, ISVs) and lifecycle management.
Analytical mindset with the ability to translate data and feedback into program improvements.
Deep belief that programs only deliver value when partners can easily operationalize them
Strong advocate for enablement as a driver of program success
Highly collaborative across programs, enablement, and operations
Strategic thinker with strong operational and execution rigor
Passion for simplifying complexity and improving partner experience
Strong organizational and project management skills
Clear communicator with attention to detail
Proactive, self-starter mindset.

Responsibilities

Translate the Partner Network Program framework (tiers/badges, requirements, benefits, incentives) into a clear, actionable, and intuitive partner journey in partnership with program leadership.
Ensure program elements are easily understood, accessible, and consumable through the right combination of tools, guidance, and enablement.
Identify gaps between program design and partner adoption/execution, and recommend improvements to increase program effectiveness and participation.
Support and improve the partner journey across onboarding, enablement, co-sell/resell, delivery, and growth—all aligned to program milestones and progression criteria.
Ensure each stage of the lifecycle reinforces program objectives (e.g., capability development, pipeline growth, customer success).
Partner with Partner Operations to help ensure lifecycle processes are scalable, measurable, and globally consistent.
Act as a key bridge between the Partner Network Program and Enablement, ensuring program requirements are supported by the right training, certifications, and assets.
Partner with Enablement teams to align enablement strategies to program milestones & benefits, solution priorities, and partner roles.
Ensure partners have clear guidance on “how to achieve program status and how to win within the program.”
Identify capability gaps that may limit program progression and coordinate targeted enablement recommendations to address them.
Gather and synthesize partner feedback on program requirements, benefits, enablement, and tools.
Identify, prioritize, and coordinate resolution of technical gaps, enablement deficiencies, and operational friction points impacting program adoption.
Partner with Partner Programs leads to continuously improve the program and enhance partner experience, clarity, and business impact.
Work with Partner Operations and IT to ensure partner systems (e.g., portals, dashboards, CRM workflows) align to and reinforce the Partner Network Program structure.
Ensure partners can easily track progress against program requirements, access benefits, and engage with enablement resources.
Support alignment between systems, processes, and enablement content to deliver a unified program experience.
Support best practices that help partners consistently meet program standards for capability, sales execution, and delivery quality.
Help define what “good” looks like in terms of partner performance within each program level.
Partner with Sales, Services, Customer Success, and Enablement to ensure program participation translates into high-quality customer outcomes.
Serve as a connector across Partner Programs, Enablement, Partner Operations, Sales, Marketing, and Product.
Coordinate initiatives that improve both ease of doing business and program effectiveness.
Provide data-driven insights linking program participation, enablement adoption, and partner performance to inform program improvements and leadership decisions.