Partner Operations & Success Manager

What is the purpose of this role?

To drive the operational success, scalability, and growth of DOOR’s strategic B2B2C partnerships. This role ensures partner programs are operationally sound, financially viable, and positioned to deliver strong partner, customer, and service-provider experiences from initial evaluation through long-term scale.

What is the role?

The Partner Operations & Success Manager serves as the primary operational leader for DOOR’s key B2B2C partners, including major retail, technology, and connected-home brands. This role owns the partner lifecycle from evaluation and pilot through launch, ongoing performance, and expansion, while partnering cross-functionally with Business Development, Product, Legal, Finance, and Operations to turn commercial opportunities into scalable, high-performing programs.

Who is DOOR?

DOOR (formerly Latch) is unlocking the next era of Building Intelligence. We combine premium hardware, intuitive software, and automated operations into one seamless platform—helping multifamily properties run more efficiently, grow revenue, and deliver smarter, more connected living experiences. From smart access and in-unit automation to building-wide controls, DOOR empowers owners, operators, and property teams to reduce overhead, protect asset value, and stand out in a competitive market.

We believe smarter buildings make life simpler. At DOOR, you’ll help shape a future where buildings anticipate needs, operate effortlessly, and quietly improve life for everyone inside.

What will you do?

Strategic Partner Management

• Own the day-to-day operational relationship with key B2B2C partners, including Walmart, Amazon/Ring, Arlo, and Cove.
• Serve as the primary operational point of contact and trusted advisor for assigned partners.
• Develop a deep understanding of each partner’s goals, customer journey, service requirements, and success measures.
• Lead recurring business reviews and communicate performance, risks, opportunities, and action plans.
• Manage partner escalations through timely investigation, cross-functional coordination, resolution, and root-cause analysis.
• Identify opportunities to expand partner programs, improve performance, and grow revenue.

New Partner Evaluation and Gatekeeping

• Own the intake, screening, evaluation, and operational approval process for prospective B2B2C partners.
• Review new partner requests for completeness, strategic alignment, commercial viability, and operational readiness.
• Conduct appropriate due diligence and identify potential delivery risks before commitments are made.
• Partner with Business Development to define service scope, pricing assumptions, service-level agreements, responsibilities, and launch expectations.
• Assess geographic service coverage, provider capacity, required skills, technology needs, and operational dependencies.
• Recommend whether opportunities should advance, be modified, piloted, deferred, or declined.

Pilot and Launch Management

• Design and lead pilot programs that validate service scope, customer demand, pricing, service-provider capacity, and operational workflows.
• Define pilot objectives, success criteria, timelines, reporting requirements, and go/no-go decisions.
• Coordinate cross-functional launch activities across Business Development, Legal, Product, Finance, Customer Support, and Operations.
• Work with Legal and commercial stakeholders to finalize contracts, pricing agreements, and service expectations.
• Oversee partner portal configuration, documentation, training, testing, and launch readiness.
• Ensure operational issues identified during pilots are resolved before programs scale.

Partner Onboarding and Operational Excellence

• Build scalable, repeatable, and low-touch onboarding processes for partners and service providers.
• Establish clear workflows, ownership, escalation paths, reporting standards, and service-level expectations.
• Develop self-service partner experiences and automated processes modeled after leading digital platforms.
• Create partner playbooks, operating procedures, training materials, and launch checklists.
• Regularly evaluate existing partnerships and reset expectations or redesign workflows when programs become overly manual or operationally inefficient.
• Identify process, product, and automation improvements that increase capacity while reducing administrative effort and cost.

Performance Management

• Monitor partner financial, operational, service, and customer-experience performance.
• Translate data into clear recommendations and corrective action plans.
• Investigate performance gaps and coordinate cross-functional efforts to improve results.
• Balance partner satisfaction with operational feasibility, service quality, and company profitability.
• Maintain accurate reporting on partner performance, risks, escalations, and growth opportunities.
• Hold internal teams and external partners accountable for agreed-upon deliverables and service levels.

Service-Provider Readiness

• Assess whether the service-provider network has adequate geographic coverage, capacity, skills, and experience to meet partner demand.
• Partner with recruiting and operations teams to identify and onboard qualified service providers for partner-specific programs.
• Support the development of partner-specific skills, certifications, training, and quality standards.
• Serve as the subject-matter expert for assigned verticals, including property management services when applicable.
• Act as the primary operational point of contact for service providers participating in specialized partner programs.
• Monitor service-provider onboarding, responsiveness, quality, and program compliance.

Key Performance Indicators

Performance may be measured using the following metrics:

Commercial Performance

• Total B2B2C partner revenue
• Revenue growth by partner
• Program profitability and cost management
• Service volume and partner expansion
• Cost savings delivered through the service model

Operational Performance

• Order completion, cancellation, and unserviceable rates
• On-demand service response time
• SLA attainment
• Successful partner launch and onboarding rates
• Service-provider coverage and capacity
• Service-provider onboarding for partner-specific skills
• Task quality ratings
• Partner escalation volume, severity, and resolution time
• Level of automation and reduction in manual operational effort

Experience and Relationship Health

• Partner satisfaction score
• Customer satisfaction by partner
• Service-provider satisfaction and engagement
• Business-review action-item completion
• Partner retention and program expansion

What do you bring to DOOR?

• Bachelor’s degree in business, operations, account management, or a related field, or equivalent practical experience.
• 7+ years of experience in partner operations, strategic account management, customer success, marketplace operations, program management, or a related field.
• Experience managing complex relationships with large enterprise, retail, technology, or consumer-service partners.
• Demonstrated experience taking programs from evaluation and pilot through launch and scaled operations.
• Strong understanding of operational workflows, service-level agreements, capacity planning, and performance management.
• Experience using data to identify problems, evaluate program health, and drive business decisions.
• Proven ability to manage escalations and align internal and external stakeholders around solutions.
• Strong commercial judgment and an understanding of revenue, pricing, cost, and profitability drivers.
• Excellent written, verbal, presentation, and executive-communication skills.
• Ability to lead cross-functional initiatives through influence and operate effectively in a fast-moving environment.

Preferred Qualifications

• Experience supporting B2B2C, marketplace, field-service, home-services, property-management, retail, or connected-home programs.
• Experience working with nationally recognized retailers or technology companies.
• Familiarity with partner portals, workflow automation, CRM platforms, reporting tools, and self-service onboarding systems.
• Experience developing service-provider networks or managing geographically distributed service operations.
• Experience negotiating operational terms, SLAs, pricing assumptions, and program requirements.

Core Competencies

• Strategic partner leadership
• Operational and commercial judgment
• Executive-level communication
• Cross-functional influence
• Program design and execution
• Data-driven decision-making
• Process improvement and automation
• Escalation and risk management
• Accountability and ownership
• Customer and partner advocacy

DOOR understands that job requirements sometimes exclude people who identify with historically marginalized groups from applying to jobs for which they are qualified. Even if you don’t meet 100% of the requirements listed, or if you achieved these requirements through unconventional channels, we encourage you to apply.

What is required?

Location and Travel Expectations

• Location: Remote positions open to candidates based anywhere in the US
• Travel: Candidates will be expected to travel roughly 20%

What does DOOR bring to the table?

We are reimagining what a supportive workplace looks like, from the inside out. To ensure every team member feels valued, we provide competitive compensation packages that reflect your skills and contributions. We offer a comprehensive suite of benefits such as employer-sponsored health, dental, vision and life options, and generous PTO, and an all-of-you, inclusive approach to benefits:

• Parental Leave
  DOOR provides company-supported parental leave for both primary and non-primary caregivers, along with tiered return-to-work options to support a smooth transition back to the workplace.
• Flexible Time Off
  We offer a flexible time off policy to ensure employees have the opportunity to rest, recharge, and maintain well-being—so they can bring their best selves to work.
• Flexible Working Days
  We support flexible work schedules, empowering employees to structure their workday in a way that best fits their personal and professional lives.
• Comprehensive Health Coverage
  We offer medical, dental, and vision plans with multiple coverage tiers, including the option to enroll domestic partners. Healthcare and flexible spending accounts (FSAs) are available, with employer contributions to help offset costs.
• Life & AD&D Insurance
  DOOR provides employer-paid basic life and accidental death & dismemberment (AD&D) insurance, with the option to purchase additional supplemental coverage.
• Disability Benefits
  We sponsor both short-term and long-term disability coverage, offering financial protection in the event of an illness or injury that prevents you from working.
• Retirement Planning
  Employees are eligible to enroll in a 401(k) Retirement Plan through Vanguard, with flexible contribution options to support long-term financial goals.
• DOOR Equipment Setup!
  Employees get a full setup of hardware from our home line of products as well as FREE monitoring!

Joining us means:

• Having teammates all over the world in the US, Argentina, Spain and Romania.
• Collaborating in a fast-paced environment where you can apply what you have learned in new challenges, and, more importantly, grow your career.
• Being encouraged to invent and innovate within your role and working in a company where calculated risk-taking is highly encouraged and thinking outside the box is a must.

We embrace diversity and strive to create an inclusive environment for all.

Attention Job Seekers: Beware of job scams!

Job scams are on the rise, and you should take steps to protect yourself in your job search. Here are some guidelines to help you stay safe if you are applying for a job with Latch or DOOR:

• Communications from Latch or DOOR will always come from @latch.com or @door.com. Do not accept a job interview invitation with Latch or DOOR from anyone who does not contact you through an email that comes from @latch.com or @door.com.
• Latch never interviews candidates via Skype or in writing where you do not see the interviewer. All of our interviews happen either by video or in person.
• We  will never offer you a job based on a single conversation with someone claiming to be from our People organization. In all of our job interviews, you will always speak, by video or in person, with the hiring manager for the position.
• Do not share your sensitive personal information with anyone who purports to offer you a job at Latch or DOOR unless you verified that the offer is from Latch or DOOR (check email senders addresses). We will never ask you for your bank account information or your mother’s maiden name during the interview process.
• We will never ask you to purchase any equipment with a promise that we will reimburse you after you begin working for us.
• If you believe you were a victim of a job scam, you may report it to the FBI: https://www.ic3.gov/.