Director, Strategic Partner

The Director, Strategic Partner Services at Collectors is responsible for acting as the primary liaison for top-tier commercial partners, ensuring excellent customer experiences. This includes managing seamless operational and technical integrations, addressing issues, developing relationships, and working cross-functionally with teams in Finance, Operations, and Product to drive efficiency and growth.

To be considered for the Director, Strategic Partner Services position at Collectors, candidates should possess 8+ years of experience in Customer Success or similar roles, alongside a comprehensive understanding of order management processes and technology integrations. Strong communication skills and a problem-solving mindset are essential.

The Director, Strategic Partner Services contributes to business expansion at Collectors by analyzing partner performance metrics, identifying optimization areas, and collaborating closely with various teams to enhance customer satisfaction. By developing strong relationships with partners and understanding their needs, this role drives strategic growth initiatives.

The work environment for the Director, Strategic Partner Services at Collectors is dynamic and team-oriented. Employees enjoy flexibility, participate in team-building events, and can expect a supportive culture focused on innovation and success. The position is based in a collaborative office in Jersey City, NJ.

At Collectors, the career growth opportunities for the Director, Strategic Partner Services are rich and diverse. This role not only allows for significant impact within the company but also offers pathways to higher management positions and cross-department opportunities, especially given the strategic nature of working with commercial partners.

To ensure seamless operational integration, I would start by establishing clear communication channels with the partner's teams and create a detailed integration plan that aligns expectations. Regular check-ins to assess progress and address any issues proactively would be crucial.

In my previous role, I identified inefficiencies in our order management system that led to delays. I collaborated with operations to redesign the workflow, which decreased processing times by 30%, enhancing partner satisfaction and increasing throughput.

I prioritize regular communication and feedback sessions to understand partners' evolving needs and pain points. Additionally, organizing strategic reviews helps in aligning our services with their goals, which fosters strong, collaborative relationships.

I believe in addressing conflicts directly but diplomatically. Listening to all parties involved and seeking common ground before proposing solutions has proven effective. Facilitating open dialogue helps in resolving issues efficiently while maintaining partnerships.

Key metrics for assessing partner performance include order accuracy rates, turnaround times, customer satisfaction scores, and revenue generated per partner. These metrics provide a holistic view of our relationship and help identify areas for improvement.

I once managed a complex integration for a major partner that faced several technical challenges. By proactively engaging various teams, I navigated the issues successfully, leading to an on-time launch that exceeded partner expectations and strengthened our partnership.

I ensure alignment by conducting regular reviews with partners to understand their goals and pain points. This feedback then informs our service offerings, allowing us to adapt and innovate in response to their needs.

I believe exceptional communication is the most critical skill. It not only enables effective collaboration with internal teams and partners but also plays a key role in building trust and ensuring a positive customer experience.

I would first listen to their concerns without interruption and acknowledge their feelings. Then I would analyze the issue, collaborate with relevant teams, and present a targeted action plan to resolve the issue and prevent future occurrences.

What motivates me is the opportunity to make a real impact on a partner's journey and success. Building strong relationships and driving processes that lead to satisfaction and growth is deeply fulfilling, and I thrive in collaborative environments where innovation occurs.