Lead HiBob’s global service partner ecosystem and develop a scalable operating model for partner-led customer implementations. Responsibilities include defining delivery standards, governance, quality frameworks, performance management, capacity planning, pricing, enablement, and partner development. The role collaborates with Professional Services, Customer Success, Partnerships, Legal, Finance, Security, and Privacy while leading and coaching a global Service Partner Success team.

Own CX-to-Engineering operational processes, including escalations, bugs, incidents, and engineering tasks. Coordinate stakeholders, improve workflows, analyze logs and operational data, and use AI tools such as Cursor to automate processes and create proactive alerts. Maintain escalation frameworks, dashboards, templates, and documentation while supporting incident reviews, root-cause analysis, and broader CX delivery initiatives.

Supports complex SaaS deals across pricing, quoting, commercial terms, contract amendments, governance, and revenue recognition. Acts as a commercial advisor to Sales, Customer Success, Finance, Legal, and Billing; manages requests through Salesforce, identifies risks, resolves blockers, and recommends practical solutions. The role also contributes to process improvements, automation, documentation, and continuous improvement across the Deal Desk function.