Partner Services Manager

Position Overview

The Partner Services Manager (PSM) is a primary relationship steward for Possibility Labs’ partners. This role is responsible for building, nurturing, and managing long-term partner relationships, serving as a trusted point of contact, and ensuring high-quality, values-aligned service delivery. The PSM will work closely with partners to understand their needs, co-create solutions, coordinate support across internal and external teams (People Operations, Finance, IT, and Partnerships), and help strengthen each partner’s ability to create impact and to continuously improve service delivery.

The Partner Services Manager is a member of the Partner Services Team and reports to the Director of Partner Services.

Core Responsibilities

PARTNER RELATIONS & SERVICE DELIVERY (70%)

• Be the lead point of contact, and build and maintain long-term relationships with our partners, closely working with them on an ongoing basis to assess their needs and provide support.
• Deliver exceptional client service on a day-to-day basis and ensure consistent partner satisfaction across partners.
• Ensure partners understand and comply with PL’s financial, legal, and operational compliance standards, including providing clear guidance, documentation, and training as needed.
• Proactively communicate compliance requirements, upcoming deadlines, and policy updates to partners, and support them in meeting these expectations.
• Work with partners to co-create solutions for arising issues in a timely manner.
• Work closely with the Partnerships Team, and lead onboarding and integration of new partners, including conducting training sessions of the business tools.
• Identify opportunities to continuously improve our services and service delivery, and work with the Partner Services Director to analyze, design and implement better quality, efficient and impactful solutions.
• Maintain and develop improvements for the Possibility Portal.

CROSS-FUNCTIONAL COLLABORATION (15%)

• Liaise between partners and internal/external teams to delegate certain partner inquiries to appropriate teams.
• Identify opportunities for partners to increase their impact on BIPOC and historically low-income communities and work with the Partnerships Team to further explore and execute such opportunities.
• Liaise with the People Operations, Finance, and Partnerships Teams to ensure our services and delivery align with our partners’ needs.
• In collaboration with other teams, develop and implement policies, processes, and procedures necessary for meeting the needs of partners.

FINANCE AND BUDGETING SUPPORT(10%)

• Support partners in understanding PL’s financial tools, systems, and processes, and provide guidance on how to use them effectively.
• Elevate finance-related questions or issues to the Finance Team as needed, ensuring timely and accurate responses for partners.
• Understand partners’ grant reporting requirements and track incoming funds, grant timelines, and reporting deadlines to help partners meet obligations.
• Respond to partner inquiries related to their monthly financial reports and coordinate with the Finance Team to resolve discrepancies or clarify information.

OTHER (5%)

• Other duties as assigned.

Supervisory Responsibility

Currently does not supervise other employees.

Expected hours of work

PL office hours are Monday through Friday, 9 a.m. to 5 p.m. While expected to be available during the regular office hours, the daily schedule is flexible and will be decided in consultation with the supervisor and based on the scope of work and organizational needs.

Travel

No significant travel expected.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Essential Knowledge, Skills and Experience

• Commitment in practice to racial, gender, and social justice;
• Bachelor's degree in finance, business administration or other related field of study, OR equivalent work experience in operations;
• Minimum 2 years of experience in a relevant position;
• Mix of for-profit and non-profit experience preferred;
• Prior customer service experience is preferred;
• Strong communication and interpersonal skills, both verbal and written;
• Experience and ability to effectively work within a team, as well as to collaborate cross-functionally;
• Ability to switch between detail-intensive data processing and relationship-based interaction with ease;
• Excellent attention to detail while keeping abreast of the big picture;
• Strong project management skill and experience, especially managing and making progress on multiple projects simultaneously;
• Ability to handle diverse challenges with a calm demeanor and positive outlook and be oriented towards excellence in customer service;
• Ability to collect, track, and analyze large amounts of data;
• Adaptability and strong problem-solving and analytical skills;
• Innovative, creative thinking skills to ensure the organization is providing a cutting-edge client experience;
• Working knowledge of Google Workspace is required, and experience with Salesforce, Bill.com, Xero, Ramp, Zendesk, Interact, and savvy with other emergent project management tools is a plus;
• Knowledge of new economy/integrated capital field and Donor Advised Fund helpful; and
• Growth mindset, and willingness to give and receive feedback.

Possibility Labs is an equal opportunity employer that does not discriminate on the basis of race, color, religion or belief, disability, gender, nationality, ethnicity, sex (including pregnancy, childbirth, or related medical conditions), gender identity or expression, sexual orientation or any other status protected by law. People of color and LGBTQ candidates are strongly encouraged to apply.

Position Type and Compensation

• 100% FTE, exempt, salaried position. Annual gross pay is $100K.
• 100% FTE full-time is 40 hours per week.
• PL’s 100% FTE benefits package includes:
  • Unlimited paid time off
  • 12 standard holidays;
  • 12 sick days per year (accrued);
  • 2 weeks paid winter closure
    • Inclusive of Christmas Eve, Christmas, New Year’s Eve, and New Year’s Day
  • Medical, vision, and dental coverage for employees and dependents (enrollment is effective on the hire date, and may require a per paycheck employee contribution);
  • 100% employer-sponsored basic life/AD&D coverage;
  • Access to a 401(k) retirement plan + 4% company match;
  • Access to a Health Care FSA and Commuter Benefits;
  • Cellphone and Internet Stipend;
  • Annual Home Office Allowance; and
  • Annual Professional Development Allowance