Partner Operations & Success Manager

What is the purpose of this role?

To drive the operational success, scalability, and growth of DOOR’s strategic B2B2C partnerships. This role ensures partner programs are operationally sound, financially viable, and positioned to deliver strong partner, customer, and service-provider experiences from initial evaluation through long-term scale.

What is the role?

The Partner Operations & Success Manager serves as the primary operational leader for DOOR’s key B2B2C partners, including major retail, technology, and connected-home brands. This role owns the partner lifecycle from evaluation and pilot through launch, ongoing performance, and expansion, while partnering cross-functionally with Business Development, Product, Legal, Finance, and Operations to turn commercial opportunities into scalable, high-performing programs.

Who is DOOR?

DOOR (formerly Latch ) is unlocking the next era of Building Intelligence. We combine premium hardware, intuitive software, and automated operations into one seamless platform—helping multifamily properties run more efficiently, grow revenue, and deliver smarter, more connected living experiences. From smart access and in-unit automation to building-wide controls, DOOR empowers owners, operators, and property teams to reduce overhead, protect asset value, and stand out in a competitive market.

We believe smarter buildings make life simpler. At DOOR, you’ll help shape a future where buildings anticipate needs, operate effortlessly, and quietly improve life for everyone inside.

What will you do?

Strategic Partner Management

Own the day-to-day operational relationship with key B2B2C partners, including Walmart, Amazon/Ring, Arlo, and Cove.

Serve as the primary operational point of contact and trusted advisor for assigned partners.

Develop a deep understanding of each partner’s goals, customer journey, service requirements, and success measures.

Lead recurring business reviews and communicate performance, risks, opportunities, and action plans.

Manage partner escalations through timely investigation, cross-functional coordination, resolution, and root-cause analysis.

Identify opportunities to expand partner programs, improve performance, and grow revenue.

New Partner Evaluation and Gatekeeping

Own the intake, screening, evaluation, and operational approval process for prospective B2B2C partners.

Review new partner requests for completeness, strategic alignment, commercial viability, and operational readiness.

Conduct appropriate due diligence and identify potential delivery risks before commitments are made.

Partner with Business Development to define service scope, pricing assumptions, service-level agreements, responsibilities, and launch expectations.

Assess geographic service coverage, provider capacity, required skills, technology needs, and operational dependencies.

Recommend whether opportunities should advance, be modified, piloted, deferred, or declined.

Pilot and Launch Management

Design and lead pilot programs that validate service scope, customer demand, pricing, service-provider capacity, and operational workflows.

Define pilot objectives, success criteria, timelines, reporting requirements, and go/no-go decisions.

Coordinate cross-functional launch activities across Business Development, Legal, Product, Finance, Customer Support, and Operations.

Work with Legal and commercial stakeholders to finalize contracts, pricing agreements, and service expectations.

Oversee partner portal configuration, documentation, training, testing, and launch readiness.

Ensure operational issues identified during pilots are resolved before programs scale.

Partner Onboarding and Operational Excellence

Build scalable, repeatable, and low-touch onboarding processes for partners and service providers.

Establish clear workflows, ownership, escalation paths, reporting standards, and service-level expectations.

Develop self-service partner experiences and automated processes modeled after leading digital platforms.

Create partner playbooks, operating procedures, training materials, and launch checklists.

Regularly evaluate existing partnerships and reset expectations or redesign workflows when programs become overly manual or operationally inefficient.

Identify process, product, and automation improvements that increase capacity while reducing administrative effort and cost.

Performance Management

Monitor partner financial, operational, service, and customer-experience performance.

Translate data into clear recommendations and corrective action plans.

Investigate performance gaps and coordinate cross-functional efforts to improve results.

Balance partner satisfaction with operational feasibility, service quality, and company profitability.

Maintain accurate reporting on partner performance, risks, escalations, and growth opportunities.

Hold internal teams and external partners accountable for agreed-upon deliverables and service levels.

Service-Provider Readiness

Assess whether the service-provider network has adequate geographic coverage, capacity, skills, and experience to meet partner demand.

Partner with recruiting and operations teams to identify and onboard qualified service providers for partner-specific programs.

Support the development of partner-specific skills, certifications, training, and quality standards.

Serve as the subject-matter expert for assigned verticals, including property management services when applicable.

Act as the primary operational point of contact for service providers participating in specialized partner programs.

Monitor service-provider onboarding, responsiveness, quality, and program compliance.

Key Performance Indicators

Performance may be measured using the following metrics:

Commercial Performance

Total B2B2C partner revenue

Revenue growth by partner

Program profitability and cost management

Service volume and partner expansion

Cost savings delivered through the service model

Operational Performance

Order completion, cancellation, and unserviceable rates

On-demand service response time

SLA attainment

Successful partner launch and onboarding rates

Service-provid