Project Manager, Partner Experience

What You Will Work On

Building, Implementing and Enablement: Help to facilitate the creation and success of the Justworks Partner program in tandem with the Partner Program Manager.

Maintain Partner Programming: Maintain the operations for partner onboarding, benefits & contract renewals, payment updates, and scaled communications.

Program & Project management: Development and refinement of partner programs, focusing on scalability and partner engagement through tools such as the PRM, Justworks Help Center, self-serve resources, and structured training programs.

Partner Advocacy: Act as an advocate for partner needs within the organization, using data and insights drawn from data & programs. Collaborate with the Partner Program Manager to align cross-functional teams to report out, address and resolve issues.

Renewal and Retention: Support the annual benefit and contract renewals programs, working closely with Partner Managers and relevant internal teams to plan and prepare for successful renewals.

Documentation and Feedback Integration: Collect and document partner feedback, translating it into actionable insights to drive continuous improvement in the partner journey and support framework.

Issue resolution & critical moment support: Serve as the primary point of contact for tier 2 & 3 partner inquiries via Zendesk or Zoom, supporting the resolution process in tandem with the Partner Managers.

How You Will Do Your Work

• Clear Communication: Articulate thoughts and express ideas effectively using oral, written, visual and non-verbal communication skills, as well as listening skills to gain understanding.
• Resourcefulness: Taking a can-do approach, even in the face of obstacles and constraints by assessing what’s in front of you and effectively and efficiently optimizing what you have.
• Solution-oriented: Identifies the source of a question or challenge and provides the right, or a better, way of doing things.
• Empathy and Understanding: Approach all partner interactions with empathy, aiming to understand and address their needs thoroughly and efficiently.
• Detail-Oriented Execution: Focus on the details of each task, whether it’s handling support tickets, managing renewals, or updating FAQ documents.
• Cross-Functional Collaboration: Work seamlessly with other departments, including Customer Service, Sales, Marketing, and Product teams, to advocate for partners’ needs and streamline processes.

Qualifications

• Experience: Minimum of 3+ years in a support role and/or project management role, preferably within a tech, HR, or service-focused industry, with exposure and experience in program or project management.
• Technical Skills: Proficiency with customer support platforms such as Zendesk and CRM systems; business writing; familiarity with Asana or similar project management tools is a plus.
• Communication Skills: Exceptional written and verbal communication skills, with the ability to simplify complex issues and provide clear, easy-to-understand solutions.
• Education: Bachelor’s degree in Business Administration, Communication, or related field preferred.
• Customer Service: Strong background in customer service or partner support, with a proven track record of improving customer or partner satisfaction, enablement or revenue at scale.
• Analytical Skills: Ability to analyze feedback and performance data to identify trends and recommend improvements.

Compensation

The base wage range for this position based in our New York City Office is targeted at $109,000.00 to $119,000.00 per year. Actual compensation is based on multiple factors that are unique to each candidate, including skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.