Partner Development Manager

Partner Development Manager

Description -

Job Summary
Customer support is at the heart of delivering exceptional experiences and building brand loyalty. Customer Care Center serves as the frontline for resolving issues, guiding customers, and ensuring satisfaction across diverse channels. In today’s dynamic environment, managing these operations requires not only strong governance but also strategic partnerships focused on continuous innovation. This role is designed to bridge operational excellence with transformative initiatives that keep customer support agile, efficient, and future-ready.

The Contact Center Partnership Development Manager serves as the primary liaison between the organization and its outsourced contact center partners. This role ensures contractual compliance, fosters strong partner relationships, and drives innovation to enhance customer experience and operational efficiency. The ideal candidate combines strategic thinking with hands-on execution, balancing governance with transformation mindset.

This position is critical for ensuring operational resilience, contractual integrity, and future-readiness of our global contact center ecosystem. By blending governance with innovation, the Partnership Development Manager helps deliver exceptional customer experiences while driving strategic transformation.

Responsibilities
Partnership Relationship Management

• Act as the single point of contact for strategic partners, building trust-based relationships.
• Conduct regular business reviews to assess account health, performance, identify gaps, and implement corrective actions.
• First escalation point for partner on any business relationship topic and support market Operations on performance escalations and crisis management
• Collaborate with partners to align operational goals with organizational objectives.
• Drive monthly and quarterly strategic partner reviews

Innovation & Transformation

• Drive adoption of new technologies and workforce models (e.g., crowdsourcing, remote enablement) to optimize cost and customer experience.
• Lead the overall vision with partners, ensuring efficiency improvements, standardisation, spend optimization, and contributing to revenue generation.
• Drive partner mindset shift, to add value through HP strategy, globalization and services
• Support the implementation of pilots and proof-of-concept initiatives for digital tools, automation, and sustainability programs.
• Promote continuous improvement through data-driven insights and best practice sharing.
• Lead partners in creating both short-term and long-term programs that are in alignment with the organization’s strategic objectives and goals.

Contractual Management

• Own end-to-end contract governance, including compliance monitoring, SLA adherence, and change management.
• Lead negotiations for renewals, amendments, and pricing adjustments.
• Ensure all legal and procurement processes align with corporate standards

• Collaborates across regions, geographies, and global teams to formulate and implement innovative services, solutions, or programs and their associated processes to address evolving customer and market demands while promoting profitable growth.
• Utilizes both technical and business acumen to lead complex cross-functional initiatives with significant impact on the services business.
• Applies advanced subject matter knowledge, leads, and contributes to complex projects, and exercises independent judgment in resolving business issues and establishing policies.
• Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower-level employees.

Education & Experience Recommended

• +10 years’ experience in contact center operations, account management, or partner governance, or experience of same position in similar businesses
• Strong knowledge of contractual frameworks, SLA management, and compliance processes.
• Excellent stakeholder management and communication skills across multicultural environments.
• Proven leadership and influencing skills to manage stakeholders at different levels.
• Familiarity with CRM systems, reporting tools, and performance analytics.

Preferred Certifications
NA

Knowledge & Skills
• Agile Methodology
• Analytics
• Business Development
• Business Strategies
• Business To Business
• Customer Relationship Management
• Data Analysis
• Key Performance Indicators (KPIs)
• Project Management
• Thought Leadership
• Value Propositions

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

Complexity
• Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (India)

Travel -

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"