Senior Manager Channel Operations,

Job ID


This position is responsible for the delivery and operational implementation of PartnerConnect programs consisting of multiple, small projects, and large quarterly releases. This role coordinates with the Channel Strategy, Pricing and Analytics teams as well as departmental or cross-functional teams, to deliver new or upgraded requirements for Partners and Distributors in keeping with the overall Global Partner Strategy.  This position provides guidance for the program operations from inception to completion (or transition), including tracking and evaluation of program performance. Ensures that approved programs are completed on time, within budget, and within accepted quality metrics by working with the sales and channel operations enablement teams and IT, each responsible for managing an aspect of the program. Participates in program review and status meetings, and communicates project status. Utilizes six sigma and program management methodologies to ensure maximum program effectiveness. Motivates channel operations teams globally and regionally to ensure optimal performance.  Work is evaluated upon completion to ensure objectives have been met.  This role is also responsible for ensuring the policies associated with the PartnerConnect program and ongoing governance are implemented and enforced based on the overall strategy and guidelines.


The Sr. Manager, Channel Operations Program Management & Governance role will coordinate with the Channel Strategy, Analytics and Pricing teams to develop and ensure delivery of all elements of the partner program strategy and ongoing measurement of efficacy. This position will provide direction to channel and sales operations tools and process teams, regional channel operations groups, as well as other key stakeholders on how to operationalize the goals of the PartnerConnect program.  This position will need to interface with all levels of the organization internally and externally.  This person will apply knowledge of the reseller and systems integrator community in general and the PartnerConnect program strategy and operations; as well as Zebra’s channel and business structure and marketing strategies, to complete all the accountabilities noted below. This person will need deep business and operational understanding of the partner & distributor sales model, strong knowledge of the marketplace, as well as Zebra systems and tools to drive global solutions and enable smooth implementation of the strategy.

The individual will have a strong collaborative approach with all the stakeholders to drive alignment to the global partner strategy and enable a more consistent global process implementation and governance while supporting regional needs and improving the overall partner experience.   To support the leadership approach, the individual will bring industry best practices and recommendations to keep the PartnerConnect program operations and experience current and competitive in each regional market.



  • Identifies all projects and programs to be implemented annually for the PartnerConnect program working with the Channel Strategy, Analytics and Pricing leaders. Helps ensure proper prioritization with other projects and aligns teams and resources in Sales and channel operations for implementation. 
  • Provides regular status on all projects to the channel team and leadership as well as key metrics on performance.
  • Drives delivery of the programs and projects; adjusts as needed and communicates proposed changes.
  • Acts as global expert to provide feedback into global program operational design and support requirements based on feedback from regional channel and sales operations.
  • Coordinates key aspects of program implementation with regional sales and channel operations teams. Addresses operational challenges and develops solutions for improvement as well as directing implementation of approved recommendations.
  • Identifies strategic partner reporting requirements and provides regular updates to leadership on critical KPI’s and SLA status for operations.
  • Understands the program design and requirements for all levels, tracks and tiers and ensures the policies and governance for the program are implemented consistently in all regions. Provides feedback and recommends changes where appropriate to the Channel Strategy team for approval and implementation.
  • Develops plans for Partner training as needed to communicate program plans and releases.
  • Acquires deep understanding of the PartnerConnect program and all operational processes.
  • Acts as primary interface from Sales and Channel Operations to the Strategy, Pricing and Analytics leadership on new requirements and changes to the program operations based on feedback from the regions.
  • Leads issue management and resolution as needed to enable successful implementation of the program working closely with audit, legal, finance and the sales organization.
  • Handles all regional issue escalation and management resolution related to the partner program operations.
  • Acts as the operational consultant in region for new Partner Sales Programs, Incentives, and Rebates. Responsible for final approval and sign off new programs.
  • Assists in leading and delivering operational rollout of new program tools and systems and ongoing maintenance of processes.
  • Partners with strategic channel planning, regional, global and vertical sales, to identify changes required to improve the program. Once approved, ensures timely and efficient implementation.  
  • Perform other duties as assigned.


  • Bachelor’s degree in business discipline, MBA preferred
  • 10+ years’ experience in channel management/development/strategy with multiple types of indirect channels
  • Proven understanding of channel operations and sales processes, systems, tools, including PRM/CRM
  • 10+ years’ experience of designing and developing channel marketing & operational programs
  • Strong strategist, with a good sense for practicalities and how to operationalize
  • Proven strong analytical, interpersonal and communication (written and verbal) skills
  • Demonstrates high degree of initiative and complex problem solving skills
  • Strong matrix management skills, team leadership skills, and ability to facilitate change and engage others in execution of strategic goals
  • Proficiency in Microsoft Excel and PowerPoint applications
  • Comfortable working with field resources, C-Suite, and external business owners
  • Good presentation skills
  • Ability to handle negotiations effectively

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