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 organizational, project management, and follow-up skills, with the ability to manage multiple open items, deadlines, and systems concurrently.
• High attention to detail and commitment to accuracy, particularly when provisioning system access or handling partner data.
• Strong written communication skills, including clear acknowledgements, follow-up notes, and partner-facing correspondence.
• Sound judgment in identifying urgent, sensitive, or complex matters requiring escalation, including access-security concerns.
• Comfort working with Microsoft Outlook, Teams, Excel, SharePoint, Power Automate, and similar collaboration/automation tools, and electronic file management systems.
• Ability to perform basic data queries/extracts and reviews (e.g., Excel, Power BI, SQL, or MS Access) to support data integrity checks and reporting; knowledge of data warehousing concepts useful but not essential.
• Strong customer-service mindset and focus on creating a consistent, professional partner experience.
• Process-oriented mindset, with the ability to identify recurring themes, test improvements, and pivot as needed.
• Excellent interpersonal skills; ability to interact effectively with people at all levels in and out of the Partnership Operations department.
• Flexibility to support time-sensitive partner inquiries, access requests, and urgent follow-up needs.

To qualify for the role

• Bachelor's degree required. Knowledge of accounting, taxation, and data warehousing is useful but not essential.
• A minimum of 3-5 years of experience in business operations, administration, project coordination, or a related function.
• Prior exposure to shared-mailbox management, systems/data administration, is preferred but not required; training will be provided.
• Ability to learn Partnership systems and take on data-management backup responsibilities with reasonable ramp-up time is essential.