Team Manager

Role Details (you will use the Role Details section for billable roles only)
Contract Type: Full-time
Training Schedule: Monday - Friday, 8:00am - 5:00pm | Weekends off
Work Schedule: Monday - Friday, 8:00am - 5:00pm | Weekends off
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa | You are required to go to the office on Mondays and Tuesdays during the first 60 days of employment 
Start Date: October, 2024

About Us
We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.
 

The Role
As a Team Manager, you will support Partner Operations at PartnerHero through the day-to-day management and supervision of a focused operation. In this role, you will oversee a team of direct reports, consisting of frontline supervisors and staff (Team Leads and Senior Associates), and oversee the operational functions related to your team. Your primary responsibility is to deliver on objectives and key results for your Partner by managing your team to high standards and tracking Key Performance Indicators. You will provide support to Program Managers and Partner Operations through sharing their knowledge and expertise with others, fostering engagement, and creating visibility of their team’s work.

This is a hybrid role that will require 2 days in office 

What You’ll Do:

• Manage your time effectively to fulfill daily/weekly/monthly tasks at the highest level of quality
• Keep external partner POCs updated on the regular status and progress of your team
• Ensure the team is performing at expected quantitative and qualitative levels
• Contribute to critical team operations: including hiring, onboarding, training, quality control, feature request tracking, and team building
• Establish a quality-focused team culture with strong communication and adherence to the PartnerHero Core Values
• Manage team issues and risks, and develop mitigation initiatives and contingency plans to reduce potential impact. Activate and implement these strategies when necessary
• Examine required reports on a regular basis to confirm the information has been correctly added and to detect any trend/improvement that can be done in the team
• Evaluate the team's overall happiness and engagement

Manage and mentor direct reports:

• Directly manage and develop a team of high-performing team leads and associates
• Monitor individual performance and wellbeing
• Perform regular 1:1’s with all direct reports, as well as skip levels with other team members (as required)
• Resolve personnel issues as they arise, leading disciplinary action as needed
• Work on development programs for associates and leads
• Assist Leads with HR-related issues and policies, payroll and bonus structures, and the management of their teams

Contribute to Partner Operations oversight and knowledge-sharing:

• Participate in regular program reviews
• Perform internal quality control check-ins with assigned programs
• Support team leads and managers in establishing KPIs and meeting their program goals 
• Provides the leadership team with status updates and solutions to milestones, deliverables, risk assessment, etc.
• Ensure all solutions satisfy both the partner’s goals and PartnerHero’s vision
• Foster a problem-solving environment demonstrating teamwork and innovation
• Establish a standard and encourage the learning and sharing of best practices 
• Craft best practices and templates based on program needs/requirements
   

What We Expect From You:

• Excellent English skills - spoken and written (EFSET results from C1 or C2 level)
• 2+ years as a support Team Lead or equivalent
• Amazing customer support sensibilities
• Tech-savvy and Advanced proficiency in G-Suite/MS Office
• Experience successfully managing and mentoring other people managers is a plus
• Experience leading hiring and interviews, training, and quality control programs
• Great eye for detecting team, and employee risk before it becomes an issue
• Track record of building positive relationships with employees and partners
• Strong work ethic and a talent for bringing out the best in others
• Passionate about sharing knowledge and helping others
   

What You’ll Get In Return:

• Hybrid working arrangements - you will change this if not hybrid
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
   

Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].