Associate Vice President, Service Excellence – Channel Partner
Overview
The Associate Vice President (AVP), Service Excellence – Channel Partner, is responsible for managing day-to-day service execution and operational performance for an assigned portfolio of Channel Partner accounts. Reporting to the Senior Vice President for Service Excellence, the AVP executes established service strategies, monitors operational performance, identifies trends and service gaps, and coordinates corrective actions with internal teams, channel partners, and subcontractors.
This position serves as an operational liaison for assigned Channel Partners and provides data, analysis, and recommendations to senior leadership regarding service performance, resource needs, process improvements, and partner concerns. Material contractual, financial, strategic, and customer-impacting decisions are escalated to the SVP for Service Excellence or appropriate leadership.
This role requires a hands-on, data-driven leader who can effectively coordinate distributed operations, develop actionable insights from operational data, support teams in meeting established performance expectations, and drives continuous improvement within a assigned area of responsibility.
Remote based position with a requirement to travel up to 50% of the time. Must be located within the contiguous United States and local to an airport in order to meet the travel requirement.
Responsibilities
- Manage day-to-day service delivery and operational performance for an assigned portfolio of channel partners accounts in accordance with established Service Excellence strategies, policies, and performance expectations.
- Monitor service performance against established service level agreements (SLAs), key performance indicators (KPIs), contractual requirements, and internal operating standards.
- Identify service performance gaps and coordinate corrective actions with internal teams, Channel Partners, subcontractors, and other stakeholders. Track operational and contractual service requirements for assigned accounts and escalate significant compliance, contractual, financial, or customer-impacting risks to the Senior Vice President for Service Excellence.
- Serve as an operational point of contact for routine service delivery issues and escalations within the assigned portfolio, coordinating resolution across appropriate functional teams.
- Escalate significant or recurring partner concerns, contractual disputes, material service failures, and matters requiring strategic or executive-level decisions to senior leadership.
- Analyze operational data to identify performance trends, recurring service issues, resource constraints, root causes, and opportunities for improvement.
- Develop and maintain operational dashboards, scorecards, reports, and performance metrics using Microsoft Power BI, Excel, and other available reporting tools.
- Provide Service Excellence leadership with regular reporting and analysis regarding service performance, emerging risks, operational trends, and recommended actions.
- Support quarterly and other recurring Channel Partner business reviews by preparing service performance data, identifying key trends, documenting action items, and coordinating follow-up activities.
- Partner with Channel Partner Sales and other internal stakeholders to support partner retention efforts through consistent service execution and timely resolution of operational concerns.
- Maintain productive working relationships with assigned Channel Partners and serve as a resource regarding day-to-day service delivery matters.
- Assess operational workflows, staffing utilization, scheduling requirements, and training needs within the assigned portfolio and provide recommendations to Service Excellence leadership.
- Coordinate resource and scheduling requirements for assigned Channel Partner accounts within established staffing plans, budgets, and organizational priorities.
- Work collaboratively with field operations, technical support, sales, i