Partnership Operations Business Enablement - Senior Associate

The Opportunity

The Senior Associate, Partnership Operations Business Enablement, owns the day-to-day intake, routing, tracking, and resolution of inquiries received through the Partnership Operations (PO) mailbox and related channels, ensuring every partner request for the Enablement group is assigned, acknowledged, escalated when needed, and closed out accurately and on time. This remains the core, non-negotiable function of the role.

Beyond mailbox ownership, this role serves as the backup to the Assistant Director who manages Partner Data Integrity and Reporting, and is expected to step into that work with reasonable proficiency, provided appropriate cross-training. This includes database management and reporting, and maintaining the integrity of data in other Partnership websites, systems, and related data assets.

The ideal candidate is detail-oriented and process-driven, comfortable working across both a high-volume communications queue and technical, data-sensitive administrative systems, and has the judgment to triage competing priorities, identify what is and is not working, and escalate appropriately. This role suits a candidate with solid operational experience who is ready to build technical and data-management skills alongside strong communications fundamentals.

 

Your key responsibilities

1. Client Mailbox Management & Team Coordination (Core Function)

• Monitor the mailbox and voicemails for new partner inquiries, requests, and follow-ups.
• Review, route, and track inquiries by topic, urgency, ownership, response status, and next steps, ensuring every request for Partnership Operations is directed to the correct owner.
• Follow up with owners to confirm inquiries are acknowledged and addressed within expected timeframes; escalate time-sensitive, complex, or unresolved matters to the appropriate team member or leader.
• Identify recurring inquiry themes and process gaps, and work with department leaders to draft approved canned responses so common questions can be answered directly.
• Use mailbox metrics to surface trends, aging items, and escalation needs, and partner with the technology team on solutions to simplify intake, routing, tracking, and reporting.

 

. Partnership Application & Partner Data Management (Backup Coverage)

Serves as backup for Partner Data Integrity and Reporting responsibilities and every application the Assistant Director who owns that work touches, building proficiency over time, including:

• User Access provisioning & de-provisioning: Process user access requests to POA, PNN, PMT, GoFileRoom, and Partnership server folders via the intake form, and remove access as needed, per department procedure.
• PO Requests Tracker: Maintain and triage the SharePoint-based PO Requests Tracker used to log and manage all incoming access requests.
• OneAccess group management: Manage OneAccess group ownership for shared mailboxes and Partnership security/distribution groups.
• Partner Data Integrity: Support the accuracy of partner data within POA, coordinating with Global IT/system owners on data variances, and reviewing mailing populations before they are sent.
• Partner Mailing Tool (PMT): Load emails and distribution lists, and issue partner memos and communications (e.g., COLA memos, retiring partner/RPM follow-ups) through PMT and PNN.
• Data & reporting requests: Coordinate fulfillment of partner data report requests and route report-generation needs through the PO Technology request process.

 

3. Partner Information Delivery & PNN Support

• Support approved Partner News Network (PNN) homepage and content updates, flagging outdated or unclear content that may be contributing to partner inquiries.
• Support onboarding-related PNN activity, including Welcome Kit uploads, promo/partner onboarding portal links, and population syncs

 

Skills and attributes for success

• Strong organizatio