Partner Success Manager at Loop

Loop Returns is seeking a passionate and detail-oriented Partner Operations Manager to join our partnerships team. In this role, you will play a critical role in ensuring the success of our growing partner ecosystem by providing operational and technical support for our most important strategic partners.

As Partner Success Manager, you will be not only the face but also the “hands” and “brains” of Loop to the partners we rely on to power our platform. This portfolio includes leading domestic and international carriers (e.g. UPS, FedEx, USPS), label aggregators (e.g. EasyPost, EasyShip), reverse logistics providers (e.g. Happy Returns, VEHO, Passport), and more! It is not an exaggeration to say we would not be able to do what we do without these partners, and these partners will not be successful with Loop without you!

This role is both indispensable and unique. (You’ll be the first of your kind at Loop!) It will require both a deep, technical understanding of Loop’s product, as well as a high-level strategic understanding of how these partnerships drive growth for both Loop and our partners. So we’ll be looking for examples of times you’ve served in both capacities throughout your career. We’ve laid out the experience we think is important to set you up for success in this role, but we also appreciate that different humans will solve problems in different ways, so we don’t expect you to fit exactly in a box of requirements.

Loop HQ is a state-of-the-art office located in Columbus, Ohio, and more than half of our team works remotely across the United States and Canada. This role can be done from anywhere within the US or Canada, although proximity to a major city/airport is preferred to allow for easier travel to partner and team events. We love hanging out when we can! 

• Serve as the first line of defense and primary technical liaison for a portfolio of existing Loop partners, including SaaS providers, logistics companies, and freight carriers.
• Work closely with the partners and with Loop’s product and engineering teams to troubleshoot and resolve technical issues as well as identify opportunities for improvement.
• Work closely with Loop’s Merchant Success team to support customers who are onboarding and offboarding with the partners you support. 
• Track and manage key performance indicators (KPIs), revenue growth, contract renewals, and service level agreements (SLAs) for all partners.
• Own and facilitate regular meetings with each partner to discuss merchants, technical questions, growth/problem areas, and other relevant topics.
• Generate and present regular reports on partner performance metrics and SLAs.
• Identify trends and opportunities for improvement based on data analysis.

• Minimum of 3 years experience in partner management, technical support, or related roles.
• You have a strong understanding of B2B SaaS or the Shopify ecosystem in particular
• It’s not necessarily a “must have,” but we would be thrilled if you’ve worked in supply chain or on the logistics end of eCommerce in the past. 
• Communication is your jam - you should impress others with your style, thoroughness and frequency of communication through email, call, video, chat, you name it!
• You are comfortable analyzing data and generating reports.
• You have experience working cross-functionally with a variety of teams (including technical teams) in a fast-paced environment.
• You have experience with API integrations and have examples of times you have leveraged your product expertise to resolve issues for a customer or partner.
• You operate with a high level of agency, and are comfortable navigating ambiguity to make sound decisions. 
• You are comfortable having uncomfortable conversations, and are able to walk the fine line between high standards and humility, between empathy and expectations. 
• You are able to operate both “in the weeds” and at “30,000 ft.” No job is too small. You feel a strong sense of ownership and approach your goals with a “whatever it takes” attitude. 

In a perfect world, Loop wouldn't exist. If we had our way, we'd live in a world where we're mindful about how we consume, we love every product we own, and we share values with the brands who create them. In reality, commerce isn't perfect and often breaks. Loop creates second chances.

We're starting by revolutionizing the post-purchase experience. We've taken one of the most fragile commerce interactions - returns - and turned it into something consumers actually love, and that deepens our connection to brands and products.

We take connection seriously on the inside, too. We're building a work experience that allows you to Be A Human First and prioritizes empathy and wellbeing. We view Loop as a special place in your career to shape the future of an industry and become a better person while doing it. You can grow faster here in a shorter amount of time - we'll give you space and trust you to fill it.

Learn more about us here: https://loopreturns.com/careers.

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