Senior Partner Operations Specialist

Apartment List

2d•$71,021 - $101,309•Remote

About The Position

The Sr. Partner Operations Specialist (Tier 2) is the technical escalation point for partner issues that require deeper investigation, advanced troubleshooting, and cross-functional coordination. This role owns complex cases end-to-end—especially those involving attribution, lead matching, billing/Accounts Receivable (AR) questions, product configuration nuances, and scenarios where the “standard” Tier 1 playbook doesn’t apply. Tier 2 is highly consultative and sometimes synchronous: you’ll hop on Zoom/phone with internal customers and sometimes external customers to diagnose problems quickly, walk through workflows live, and align on resolution paths. You’ll work closely with RevOps, Solutions Architects (SAs), and EPD (Engineering/Product/Design) to resolve issues, escalate bugs, and improve the systems and processes that drive recurring partner friction.

Requirements

Own and manage multiple complex partner escalations simultaneously, driving investigations to resolution through strong prioritization, technical troubleshooting, and cross-functional coordination.
Communicate clearly with both partners and internal teams, translating technical findings into actionable updates via email, live troubleshooting sessions, and documentation.
Produce high-quality bug and issue reports with clear reproduction steps, context, and supporting evidence to enable Engineering, Product, and Design teams to triage and resolve platform issues efficiently.
Investigate attribution and billing discrepancies across systems (e.g., CRM, billing platforms, event logs) to validate platform behavior and resolve partner disputes.
Demonstrated success in a customer-facing or partner-facing role, with measurable performance against metrics such as CSAT, resolution time, or case ownership.
Technical fluency with tools such as Salesforce, Postman, and SQL to support API investigation, data validation, and configuration troubleshooting.
Proven ability to perform structured RCA, identifying underlying issues and implementing solutions that prevent repeat partner friction.

Responsibilities

Own escalated tickets from Tier 1 that require technical depth (data, attribution, configuration, workflow edge cases) and drive them to resolution with clear partner communication.
Run live troubleshooting sessions (Zoom/phone) with partners for complex investigations—screen shares, configuration walkthroughs, and “let’s validate it together” debugging.
Handle attribution + matching investigations tied to billing/AR, including: Validating lead/event matching and billing logic Reconciling disputes with clear documentation and evidence Coordinating adjustments or next steps with RevOps/AR owners + Account Owners and SAs.
Perform structured technical troubleshooting: isolate root cause, reproduce issues, assess impact, and identify whether it’s configuration, data quality, partner workflow, or product defect.
Partner cross-functionally to resolve blockers: RevOps / AR: billing disputes, matching rules, credits/adjustments process, reporting alignment SAs: complex implementation/config context, non-standard account setups, partner enablement EPD: bug escalations, feature limitations, system behavior clarification, prioritization inputs
Improve escalation quality + internal tooling: provide feedback to Tier 1 on what context is needed before escalation; refine templates/intake forms to reduce back-and-forth.
Document resolutions deeply: internal-facing notes that capture root cause, what fixed it, and how to prevent recurrence; create “known issue” entries where appropriate.
Contribute to knowledge management: author Tier 2 runbooks and internal troubleshooting guides; identify which topics should become Help Center content vs internal-only.
Surface trends and drive prevention: identify repeat technical issues and recommend fixes (process changes, product improvements, partner education, automation).
Maintain strong partner experience in high-stakes moments (billing disputes, trust-impacting issues) through proactive updates, transparency, and crisp next steps.