Partner Relations Specialist

Job description

Role Description The Partner Support Specialist is responsible for supporting the development, maintenance, compliance, and performance of the company’s partner network. This role serves as a primary point of contact for new and existing partners, providing guidance, resolving inquiries, coordinating onboarding activities, and ensuring partner accounts and documentation remain accurate and compliant with company, regulatory, and industry standards. The Partner Support Specialist also evaluates partner performance, resource availability, market coverage, service quality, and costs to identify opportunities for improvement and support the continued growth and profitability of the partner network. The role works closely with internal departments to resolve operational issues, maintain sufficient partner supply, and ensure that upcoming ride assignments are fulfilled in accordance with company standards. Key Responsibilities Partner Onboarding and Account Support Coordinate the provisioning, onboarding, and activation of new partners. Guide partners through company requirements, operating procedures, platform processes, and documentation standards. Review partner accounts to ensure required information is complete, accurate, and properly maintained. Respond to partner questions, concerns, complaints, and requests in a timely and professional manner. Provide ongoing support and guidance to help partners successfully operate within the company's network. Promote a positive partner experience through clear communication, responsiveness, and consistent follow-up. Partner Documentation and Compliance Collect, review, verify, and maintain partner documentation in accordance with company requirements. Ensure partners comply with applicable market laws, regulations, licensing requirements, insurance requirements, ethical standards, industry standards, and the company's Duty of Care policies. Conduct routine audits of partner accounts and documentation to identify missing, expired, inaccurate, or noncompliant information. Notify partners of documentation deficiencies and coordinate the timely resolution of outstanding requirements. Maintain accurate records of partner approvals, compliance status, documentation, communications, and corrective actions. Escalate significant or repeated compliance concerns to the appropriate internal stakeholders. Partner Relationship Management Serve as a primary point of contact between the company and its partner network. Develop and maintain professional, collaborative, and productive relationships with partners. Conduct regular partner outreach to address concerns, communicate expectations, gather feedback, and strengthen engagement. Promote partner retention and loyalty by providing consistent support and identifying opportunities to improve the partner experience. Communicate company policies, service expectations, operational updates, and program changes clearly and effectively. Act as an intermediary when resolving disputes or conflicts between the company and its partners. Operational Partner Support and Ride Coverage Support the assignment and fulfillment of rides within the immediate operational period, including rides with a lead time of 24 hours or less. Identify gaps in partner availability, vehicle capacity, geographic coverage, or service capability. Contact and coordinate with qualified partners to secure coverage for upcoming ride assignments. Evaluate available partner options based on service quality, vehicle suitability, availability, cost, and profitability. Escalate unresolved coverage risks or service concerns to the appropriate operational leadership. Collaborate with internal operations teams to resolve ride-related issues involving partner performance, availability, or service delivery. Help ensure services are assigned and completed in accordance with company standards and client requirements. Partner Network Growth and Market Coverage Support initiatives to attract, qualify, onboard, retain, and develop high-quality partners. Identify markets where additional partner supply, vehicle types, or service capabilities are required. Conduct outreach to prospective partners and assess their suitability for the company’s network. Partner Network Growth and Market Coverage Support initiatives to attract, qualify, onboard, retain, and develop high-quality partners. Identify markets where additional partner supply, vehicle types, or service capabilities are required. Conduct outreach to prospective partners and assess their suitability for the company’s network. Research market conditions, competitor activity, service availability, partner capacity, and potential partnership opportunities. Support referral, engagement, and acquisition initiatives intended to expand the partner network. Evaluate prospective partners based on compliance, service quality, operational capability, market fit, and commercial viability. Provide recommendations regarding opportunities for network growth and diversification. Rate Management and Commercial Support Review partner rates, operating costs, market conditions, and historical performance to support commercially responsible sourcing decisions. Communicate and negotiate rates with partners in accordance with established company guidelines and approval parameters. Help ensure partner pricing remains competitive while protecting company profitability and service quality. Identify unfavorable pricing trends, recurring cost concerns, or opportunities for improved commercial terms. Maintain accurate records of approved rates and relevant partner pricing information. Escalate rate exceptions or nonstandard commercial requests for appropriate review and approval. Partner Performance Management Monitor partner performance using established service, operational, financial, and compliance metrics. Evaluate service quality, on-time performance, responsiveness, complaint history, ride acceptance, cancellations, documentation status, resource utilization, and other relevant indicators. Identify performance trends, recurring concerns, service gaps, and opportunities for improvement. Communicate performance expectations and concerns to partners clearly and professionally. Coordinate corrective actions, coaching, follow-up reviews, or escalation when performance does not meet company standards. Recognize high-performing partners and support initiatives designed to strengthen productive partner relationships. Recommend changes to partner utilization, status, or engagement based on documented performance. Issue Resolution Proactively identify and address partner-related operational, service, documentation, payment, account, or communication issues. Investigate concerns by gathering information from partners and relevant internal stakeholders. Coordinate timely, fair, and effective resolutions in accordance with company policies and established procedures. Maintain professionalism and tact when handling complaints, disputes, or sensitive partner matters. Document significant issues, actions taken, outcomes, and any required follow-up. Identify recurring issues and recommend preventive or corrective measures. Reporting and Analysis Collect, review, and analyze information related to partner performance, costs, utilization, capacity, compliance, and market coverage. Prepare reports, summaries, and presentations for management and other stakeholders. Provide regular updates on the partner network's status, achievements, challenges, risks, and opportunities. Use data and operational insights to support sourcing, utilization, performance, and network-development decisions. Identify patterns and outliers that may affect service quality, partner availability, operational efficiency, or profitability. Maintain accurate partner records and ensure relevant information is available to authorized internal stakeholders. Process Improvement Identify opportunities to improve partner onboarding, account management, compliance monitoring, communication, sourcing, and support processes. Recommend practical solutions that improve efficiency, reduce operational costs, strengthen compliance, or enhance the partner experience. Support the development and implementation of partner-related procedures, workflows, templates, resources, and best practices. Monitor the effectiveness of process improvements and recommend further adjustments as needed. Stay informed about relevant industry trends, regulatory developments, market conditions, and partner-management practices. Cross-Functional Collaboration Facilitate communication between partners and internal teams to ensure concerns are addressed efficiently and consistently. Share relevant partner information with internal stakeholders while maintaining appropriate confidentiality. Support company initiatives that require partner participation, operational coordination, or market-specific knowledge. Ensure partner-related activities remain aligned with company policies, service standards, financial objectives, and strategic priorities. Qualifications Proven track record in dispatch operations or customer service roles. Detail-oriented mindset, with a focus on accuracy, thoroughness, and attention to detail in program planning and execution. Strong organizational and time management skills, with the ability to prioritize tasks, manage multiple programs simultaneously, and meet deadlines under pressure. Strong problem-solving skills, excellent communication abilities, and a deep understanding of dispatch systems and transportation logistics. Ability to work under pressure. Flexible working hours Moveo Technologies Corp. (drvn) As the first and currently the main brand of Moveo Technologies Corporation, drvn provides premium, global, private passenger transportation and logistics services. Providing technology solutions and passenger transportation services for complex ground environments and projects is the company's primary focus.