Associate Director of Partner Experience

Pattern accelerates brands on global ecommerce marketplaces, leveraging proprietary technology and AI. The Partner Experience team in Pattern Europe is the operational backbone connecting Sales, eCommerce, Operations, and Technology. The AD, Partner Experience leads the operational infrastructure across Pattern's India-based ecommerce team for Europe, with a strong emphasis on AI, automation, and data visualization. The AD owns International Services Operations and Process & Automation implementation, leading a team responsible for partner success and retention. A key deliverable is the Partner Experience dashboard, giving leadership real-time visibility into performance and enabling data-driven decisions, alongside hands-on support for onboarding new brands.

Responsibilities

Own International Services Operations and Process & Automation implementation; Lead a team responsible for partner success and retention; Manage 15+ Indian eCommerce Project Managers across hiring, onboarding, training, and performance management; Own headcount planning and brand allocation to ensure optimal workload, coverage and capacity; Implement performance dashboards to measure success metrics effectively using data; Build and maintain the operational framework supporting the International Services organization in India; Design scalable workflows, service intake structures, and SOPs aligned with organizational needs; Establish service standards including SLAs and clear escalation pathways; Lead standardization and implementation of tasks across the European eCom Team; Ensure consistency in how teams execute, escalate, and report across regions; Build and maintain dashboards tracking key performance metrics for the India team; Translate operational data into leadership-ready insights on throughput, service demand, and bottlenecks; Identify and automate repetitive operational tasks by using AI and working closely with Tech & Automation teams; Continuously improve operational efficiency and reduce friction between global teams; Deliver the Partner Experience dashboard for real-time leadership visibility; Support onboarding of new brands

Requirements

Proven experience managing and developing operational teams or cross-functional leads; Deep familiarity with project management tools (Asana, Jira, or similar) and workflow design principles; Strong understanding of SLA frameworks, service intake models, and escalation structures; Data-driven and analytical mindset with experience building and interpreting operational dashboards and reports; Exceptional written and verbal communication skills for working across global, cross-timezone teams; Self-directed leader who can build structure in ambiguous environments and drive alignment across stakeholders; Strategic and operational mindset

Nice to have

Offshore team experience; International or distributed team experience; Side projects related to data and analytics

Benefits

28 days Holiday (increasing to 32 with each year of service); Competitive salary and stock options; Private Medical Insurance + gym discounts; Free breakfast and snacks in the office; Enhanced Pension Scheme; Cycle to Work scheme; Enhanced Maternity and Paternity leave and pay; 4 week work from anywhere policy; Regular company socials; Nursery Scheme