Partner Operations Manager

POMs manage a portfolio of university partnerships, owning program operations end-to-end, including onboarding new partners and programs, coordinating launches, monitoring performance, resolving issues, and implementing improvements. POMs are expected to operate with a high degree of autonomy, balancing partner relationship management with operational execution and systems thinking. As the University Partnerships organization evolves across non-degree, blended, and degree programs, POMs will play a critical role in scaling operational excellence, identifying process improvements, and helping standardize partner operations across a growing global portfolio.

Key Responsibilities 1. Partner Operations & Relationship Management %CF; Act as the primary operational point of contact for assigned university partners. %CF; Build and maintain strong, collaborative relationships with university program managers, faculty, and operational teams.

%CF; Coordinate program launches, ensuring all pre-launch requirements, systems, and marketing timelines are met. %CF; Monitor ongoing program delivery to ensure adherence to agreed-upon service levels and timelines. %CF; Oversee learner support, faculty experience, and operational case management processes, with a focus on efficiency, effectiveness, scalability, and partner satisfaction.

2. Cross-Functional Leadership & Operational Governance %CF; Support operational models across non-degree, blended, certificate, and degree-related programs. %CF; Partner closely with internal teams (including Product, Admissions, Marketing, Outreach, Delivery, Finance, Legal, Technical Operations, and Instructional Design) to ensure programs operate smoothly and partner commitments are met.

%CF; Serve as the primary operational connective point between university partners and internal teams, developing strong cross-functional knowledge in order to effectively communicate processes, timelines, dependencies, risks, and operational decisions. %CF; Drive operational accountability across stakeholders by clarifying ownership, managing dependencies, and ensuring timely follow-through on initiatives, launches, escalations, and partner commitments. %CF; Facilitate cross-functional alignment on program launches, learner experience initiatives, curriculum updates, reporting needs, and operational priorities.

%CF; Identify operational risks, process gaps, and bottlenecks, and proactively implement or escalate solutions. %CF; Support governance and coordination for complex partnerships involving multiple programs, stakeholders, systems, or delivery models. %CF; Balance competing priorities and exercise sound operational judgment within a fast-paced, matrixed environment.

3. Data & Reporting %CF; Own operational reporting accuracy and data integrity across partner programs, including enrollments, learner status tracking, financial/revenue implications, and partner-facing dashboards. %CF; Partner with technical, analytics, and systems teams to troubleshoot data discrepancies, reporting issues, workflow failures, and integration dependencies.

%CF; Translate operational and partner needs into scalable reporting and systems requirements. %CF; Ensure accuracy and timeliness of data sharing between Emeritus systems and university partner systems (e.g., SIS integrations, SFTP transfers, reporting dashboards). %CF; Analyze program performance data to identify trends, risks, and opportunities for improvement.

4. Process & Issue Management %CF; Proactively identify operational risks or bottlenecks and implement solutions. %CF; Escalate operational or compliance risks appropriately and partner with relevant teams to support mitigation efforts.

%CF; Ensure operational practices align with contractual obligations, learner data privacy standards, accreditation requirements, and institutional policies. 5. Operational Improvement & Strategic Initiatives %CF; Contribute to the development and refinement of operational processes, documentation, and best practices across the Partner Operations function.

%CF; Share feedback from partners to inform product enhancements, marketing strategies, and learner support improvements. %CF; Lead or participate in special projects such as bundled program rollouts, Onboarding 2.0, or new data pipeline implementations. Key Competencies %CF; Relationship Management: Builds trust and rapport with university stakeholders, acting as a strategic and operational partner.

%CF; Operational Leadership: Demonstrates ownership, accountability, and sound judgment in ambiguous or fast-moving situations. %CF; Project Management: Balances multiple program timelines, deadlines, and deliverables with precision. %CF; Cross-Functional & Global Collaboration: Effectively collaborates across functions, geographies, time zones, and cultures to drive alignment, manage dependencies, and achieve shared operational outcomes.

%CF; Data-Driven Decision-Making: Uses analytics to monitor performance and guide operational improvements. %CF; Systems Thinking: Understands how operational decisions impact interconnected functions including admissions, delivery, finance, reporting, learner experience, and university partner relationships. %CF; Problem Solving: Proactively addresses challenges and escalations with solutions-focused thinking.

%CF; Communication: Clear, timely, and audience-appropriate communication, both written and verbal. %CF; Adaptability: Thrives in a fast-paced environment with shifting priorities and evolving partner needs. Qualifications %CF; 5 years of experience in operations, partner management, program management, consulting, customer success, or project management within higher education, edtech, SaaS, or service-based environments.

%CF; Experience operating within highly cross-functional or matrixed organizations preferred. %CF; Strong analytical and operational problem-solving skills, including experience interpreting data and managing process dependencies. %CF; Strong written and verbal communication skills, with the ability to communicate effectively across operational, technical, and executive audiences.

%CF; Experience working with operational and reporting systems such as Airtable, Salesforce, Tableau, Google Data Studio / Looker Studio, LMS platforms, CRM systems, and project management tools (e.g., Asana, Jira). %CF; Experience supporting university, enterprise, or B2B client relationships preferred. Success in This Role Looks Like %CF; Internal and external stakeholders trust you as a reliable, proactive collaborator and operational partner.

%CF; You effectively balance high-touch partner support with scalable operational practices. %CF; Programs launch and operate smoothly with strong cross-functional alignment and minimal operational disruption. %CF; Data is accurate, timely, and used to drive informed decision-making.

%CF; Issues and escalations are resolved efficiently, with minimal impact on the learner or partner experience. %CF; Operational risks, process gaps, and dependencies are proactively identified and addressed before they become larger issues. %CF; Partners experience clear communication, strong follow-through, and confidence in Emeritus’ operational support model.

%CF; Complex operational workflows across systems, teams, and stakeholders are managed effectively and continuously improved over time. %CF; You bring structure, prioritization, and accountability to ambiguous or fast-moving situations. %CF; Operational processes become more scalable, standardized, and sustainable as the organization grows.

%CF; Partners renew and expand their collaboration with Emeritus due to consistently strong operational execution and relationship management.