Associate Director of Partner Experience
On-siteLondon, England, United Kingdom
Job Summary
Manage 15+ Indian eCommerce Project Managers across hiring, onboarding, training, and performance while owning headcount planning and brand allocation. Build scalable workflows, service intake structures, and SOPs to establish clear SLAs and escalation pathways. Lead standardization across European eCom teams and implement performance dashboards to translate operational data into leadership-ready insights on throughput and bottlenecks. Identify and automate repetitive tasks using AI to continuously improve efficiency. This Associate Director leads the operational infrastructure for Pattern's India-based eCommerce team, driving partner success and retention through data-driven process optimization.
Required Qualifications
- Proven experience managing and developing operational teams or cross-functional leads
- Deep familiarity with project management tools (Asana, Jira, or similar) and workflow design principles
- Strong understanding of SLA frameworks, service intake models, and escalation structures
- Data-driven and analytical mindset with experience building and interpreting operational dashboards and reports
- Exceptional written and verbal communication skills for working across global, cross-timezone teams
- Self-directed leader who can build structure in ambiguous environments and drive alignment across stakeholders
- Strategic and operational mindset
Desired Qualifications
- ideally experience with Offshore teams
- Experience working with international or distributed teams
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