This is a full-time role and will work a hybrid schedule (three days in office, two days remote per week) based in Lehi, Utah.
- What is a day in the life of a Partner Onboarding Manager?
- Facilitate effective communication between sales and services teams, ensuring everyone is aligned on onboarding timelines and expectations.
Coordinate and/or execute the onboarding of new partners from signing to marketplace listing creation.
Manage SOPs and drive process improvements for internal programs.
Provide ongoing communication and support to SEMs during the onboarding brands set up to first sale.
Assist in pre-sales activities, including attending calls and in-person meetings with potential clients to support the onboarding process.
Provide training and ongoing support to internal teams and external partners.
Develop and deliver training materials and sessions tailored to various audiences.
Manage the initial setup and coordination for brand expansions, ensuring all processes are aligned with existing operations.
Maintain strong internal communication channels with sales, services, brand management, marketplace, fulfillment, and territory offices to ensure smooth onboarding and expansion processes.
Own the partner offboarding process from start to finish.
- Manage brand escalations, partnering with Legal, Accounting, Reverse Logistics and Ecommerce teams to resolve them.
- What will I need to thrive in this role?
- Bachelors Degree
Experience managing expectations with clients in internal and external programs/projects
Can see multiple projects through to completion simultaneously while maintaining SLA expectations
Organization and effective communication with global offices and remote teams
Operational experience within the ecommerce/retail industry (preferred, not required) What does success look like in the first 30, 60, 90 days? In the first 30 days, success means quickly familiarizing yourself with Pattern business model, tools, and onboarding procedures. You should establish strong relationships with key internal stakeholders, including cross-functional teams. You will have successfully assisted in setting up your first brand partner. You’ll also start monitoring onboarding metrics to identify any immediate areas for improvement.
By 60 days, you’ll have a solid understanding of the onboarding process and will be proactively identifying opportunities to optimize and streamline these procedures. You’ll have set up onboarding for multiple brand partners successfully, demonstrating your ability to manage and coordinate across various teams to ensure all onboarding aspects are aligned. Your relationships will be strong, enabling smooth communication and resolution of any issues. You’ll be actively using data insights to refine strategies and improve client onboarding experiences.
At the 90-day mark, you’ll be seen as a go-to expert for onboarding, consistently delivering high-quality experiences. You’ll have begun optimizing the onboarding process, implementing improvements that have enhanced efficiency and client satisfaction. What is the team like? You will report to the Associate Director of Partner Experience and regularly interact with the Director of Partner Experience. You will work collaboratively across nearly every function within the organization worldwide. A key responsibility of this role involves training and managing a team in India. What’s the company culture? We are looking for individuals who are:
Game Changers - A game changer is someone who looks at problems with an open mind and shares new ideas with team members, regularly reassesses existing plans and attaches a realistic timeline to goals, makes profitable, productive, and innovative contributions, and actively pursues improvements to Pattern’s processes and outcomes.
Data Fanatics - A data fanatic is someone who recognizes problems and seeks to understand them through data, draws unbiased conclusions based on data that lead to actionable solutions, and continues to track the effects of the solutions using data.
Partner Obsessed - An individual who is partner obsessed clearly explains the status of projects to partners and relies on constructive feedback, actively listens to partner’s expectations, and delivers results that exceed them, prioritizes the needs of your partners, and takes the time to create a personable experience for those interacting with Pattern.
Team of Doers - Someone who is a part of a team of doers uplifts team members and recognizes their specific contributions, takes initiative to help in any circumstance, actively contributes to supporting improvements, and holds themselves accountable to the team as well as to partners. What is the hiring process? Initial phone interview with Pattern’s talent acquisition team
Video interview with a department leaders or peers
Video interview with a hiring manager
Final interview with VP of Partner Experience
Professional reference checks
Executive review
- Offer
- How can I stand out as an applicant?
- Discuss professional accomplishments with specific data to quantify examples
Provide insights on how you can add value and be the best addition to the team
Focus on mentioning how you would be partner obsessed at Pattern
Share experience on any side projects related to data and analytics
