Associate Director of Partner Experience

About the role

Pattern is seeking a leader to manage the operational foundation of our European ecommerce services. You will oversee our India-based team, implementing automation and data-driven workflows to ensure our brand partners receive consistent, high-quality service across global marketplaces.

Key facts

What you'll do

• Manage a team of 15+ India-based eCommerce Project Managers, handling hiring, training, and performance reviews.
• Design and maintain operational frameworks, including service intake models, SOPs, and escalation pathways.
• Standardize execution processes across the European ecommerce team to ensure regional consistency.
• Develop and maintain performance dashboards to provide leadership with real-time insights on service demand and throughput.
• Collaborate with AI and technology departments to automate manual tasks and improve overall operational efficiency.
• Oversee headcount planning and brand allocation to maintain optimal team capacity.

Requirements

• Proven experience managing operational teams or cross-functional leads, with a preference for those who have led offshore teams.
• Strong proficiency in project management software such as Jira or Asana.
• Deep understanding of SLA frameworks and service design principles.
• Analytical mindset with the ability to build and interpret complex operational reports.
• Excellent communication skills for managing stakeholders across different time zones.
• Ability to build structure and drive alignment within ambiguous, fast-paced environments.

Skills & tools

• Project management tools (Asana, Jira)
• Data visualization and reporting
• Process automation and AI integration
• SLA and service design
• Team leadership and performance management

Practical notes

• Benefits include a competitive salary, stock options, 28 days of holiday (increasing to 32 with tenure), and an enhanced pension scheme.
• Additional perks include private medical insurance, gym discounts, cycle to work scheme, nursery scheme, and enhanced maternity/paternity leave.
• The company provides free office snacks and breakfast, hosts regular socials, and offers a 4-week work-from-anywhere policy.
• The hiring process consists of a 30-minute talent acquisition call, three rounds of interviews (Hiring Manager, VP of Ecommerce, and Managing Director), followed by top grading and reference checks.
• Candidates should be prepared to discuss specific data-backed accomplishments and demonstrate a partner-obsessed approach.