Senior Director - Partner Operations & Enablement

inKind is transforming restaurant financing and customer engagement through an innovative fintech platform that provides restaurants with growth capital while helping consumers discover and enjoy dining experiences nationwide.

As we continue to scale nationally, we are seeking a strategic leader to drive Partner Success, Operations, and Enablement, ensuring our restaurant and commercial partners achieve exceptional outcomes throughout their lifecycle with inKind.

The Senior Director, Partner Success, Operations & Enablement is responsible for defining and executing the company's end-to-end partner success strategy, encompassing onboarding, enablement, partner operations, support, adoption, retention, and long-term growth.

This leader will build and scale the systems, teams, programs, and operational infrastructure necessary to support thousands of restaurant and hospitality partners while ensuring a world-class partner experience.

The Senior Director will serve as the voice of the partner, partnering closely with Product, Engineering, Revenue, Marketing, Finance, and Executive Leadership to drive partner success, operational excellence, and strategic growth initiatives.

This role combines strategic leadership, operational execution, organizational development, and customer-centric innovation.

• Define and execute the long-term vision for partner success across onboarding, adoption, engagement, retention, and expansion.
• Develop scalable frameworks that drive measurable partner outcomes and business impact.
• Establish a partner-centric operating model that supports rapid company growth while maintaining service excellence.
• Serve as executive sponsor for key strategic partner relationships.

• Own the operational infrastructure supporting partner onboarding, support, requests, escalations, and lifecycle management.
• Establish operational standards, governance models, service-level objectives, and performance frameworks.
• Drive operational efficiency through automation, systems optimization, and process redesign.
• Lead operational transformation initiatives across the organization.

• Build and lead a best-in-class Partner Enablement organization.
• Create scalable education, certification, onboarding, and adoption programs.
• Develop partner-facing learning ecosystems including digital training, playbooks, knowledge centers, and ongoing communications.
• Ensure partners have the resources and capabilities necessary to maximize value from the inKind platform.

• Partner closely with Product and Engineering to ensure partner feedback directly influences product strategy and roadmap decisions.
• Collaborate with Revenue leadership to optimize partner onboarding and long-term retention strategies.
• Work with Marketing to strengthen partner communications, engagement programs, and brand advocacy initiatives.
• Align Finance, Operations, and Systems teams around scalable partner growth initiatives.

• Build, mentor, and lead high-performing teams across Partner Success, Operations, Enablement, and related functions.
• Establish organizational structure, workforce planning, and succession planning.
• Develop future leaders while fostering a culture of accountability, innovation, and continuous improvement.
• Represent partner success initiatives with senior leadership and contribute to strategic business planning.

This leader will own and be accountable for:

• Partner onboarding efficiency and time-to-value
• Partner satisfaction and experience metrics
• Partner retention and engagement
• Product adoption and utilization
• Request resolution and operational effectiveness
• Enablement participation and effectiveness
• Operational scalability and automation
• Team performance and organizational health

• 10+ years of leadership experience in Partner Success, Customer Success, Operations, Enablement, or related functions.
• 3+ years leading managers and cross-functional teams in a high-growth environment.
• Proven success scaling post-sales organizations.
• Experience building operational infrastructure and enablement programs from the ground up.
• Strong executive presence with demonstrated ability to influence senior stakeholders and cross-functional leaders.
• Deep expertise in operational excellence, service delivery, and organizational scaling.
• Experience leading process improvement and systems implementation initiatives.
• Strong analytical capabilities with experience leveraging KPIs to drive decision-making.

• Experience in fintech, SaaS, marketplace, hospitality, restaurant technology, or payments industries.
• Experience supporting multi-sided marketplace businesses.
• Familiarity with Salesforce and modern customer success platforms.
• Experience leading organizations through rapid growth and operational scale.
• MBA or equivalent business leadership experience.