Director of Partner and Customer Operations

Director of Partner and Customer Operations

New York City, USA

Join the Movement

The Enhanced Games are on a mission to enhance humanity, redefining the future of sports by merging scientific progress with elite athletic performance. The Games challenge conventional sporting norms, embracing medicine and science to push human potential while prioritizing safety, transparency, and innovation.

Science and technology are recognized as fair advantages, allowing athletes to choose natural or enhanced competition. Setting the new gold standard in athlete health and safety, we mandate state-of-the-art medical profiling to monitor key health markers for all athletes competing at the Enhanced Games. And unlike traditional events, all athletes are paid, with million-dollar prizes for setting new world records. 

Funded by leading venture capitalists, the Enhanced Games operate independently of taxpayer money, ensuring financial sustainability and innovation. This is the future of sport - where science, athleticism, and progress inspire superhuman achievement.

The Role

The Director of Partner & Customer Operations will lead the Customer Success organization while owning day-to-day management of key external vendors and partners. This role sits at the intersection of customer experience, operations, and partner performance, ensuring a seamless end-to-end experience for customers while driving accountability and efficiency across vendor relationships.

This is a highly cross-functional leadership role that blends strategy, process building, and hands-on execution.This role will play a critical part in shaping Enhanced’s customer experience and operational foundation. You’ll help scale a high-touch Customer Success function while ensuring partners operate as an extension of the Enhanced brand.

Key Areas of Responsibility

Customer Success Leadership

• Lead, develop, and scale the Customer Success team to deliver a best-in-class customer experience.
• Establish KPIs across customer satisfaction, retention, response times, and onboarding success.
• Design and optimize customer journeys, support workflows, and escalation processes.
• Partner closely with Product, Operations, Marketing, and Leadership to align customer insights with business priorities.
• Hire, coach, and develop a high-performing Customer Success team.

Partner & Vendor Management

• Own relationships with external partners and vendors that support telehealth services and wellness product fulfillment.
• Define expectations, service levels, and operating cadences with partners.
• Monitor partner performance and proactively address quality, service, or operational gaps.
• Act as the primary escalation point for vendor-related customer issues.
• Support contract negotiations, renewals, and ongoing partner optimization efforts.

Operations & Process Improvement

• Build scalable processes that support growth across customer experience and partner operations.
• Leverage data, reporting, and customer feedback to drive continuous improvement.
• Own and optimize tools and systems that support customer success and operational workflows (CRM, support platforms, reporting).
• Collaborate with leadership on customer experience strategy and operational planning.

Who You are

Required

• 7+ years of experience in Customer Success, Operations, or Partner Management.
• 3+ years of people management experience in a fast-growing environment.
• Proven experience managing external vendors or partners.
• Strong operational and process-building mindset.
• Excellent communication, leadership, and stakeholder management skills.

Preferred

• Experience in telehealth, healthcare services, wellness, or subscription-based businesses.
• Familiarity with customer support and CRM tools (e.g., Zendesk, Salesforce, Customer.io).
• Data-driven leader with experience using KPIs to guide decision-making.

Must-Have Requirements

• Must be authorized to work in the United States of America.