Partner Program Manager, Works with WELL

Job Description

Description

The Partner Program Manager, Works with WELL, plays a pivotal role in scaling and optimizing IWBI’s partnership and provider programs under the Works with WELL brand. This individual will support a dynamic and expanding portfolio—including Membership, Product Licensing, Consultants (WELL EPs), Performance Testing Providers, Survey and Education Providers, Strategic Partners, and Sponsors—ensuring operational excellence across onboarding, engagement, and long-term relationship management.

This is a unique opportunity for a highly capable and collaborative professional who brings a blend of hard and soft skills: someone equally comfortable managing technical workflows, enhancing digital systems, and analyzing program performance as they are building trusted, lasting relationships with internal teams and external partners.

We are seeking a relationship-driven, problem-solver who can:

Lead with operational precision and clarity;

Streamline communications and improve partner touchpoints;

Enhance digital and programmatic experiences; and

Drive retention and strategic growth across global partner communities.

The Partner Program Manager works cross-functionally with program leads, technology, customer success, and commercial teams to deliver best-in-class, human-centered experiences that elevate the value and impact of IWBI’s partner ecosystem.

This position is fully remote, working Eastern Time Zone hours [9am - 6pm].

Key Responsibilities

Program Management & Optimization

Support the transition and growth of the Works with WELL brand into a comprehensive partner and provider platform.

Establish, maintain and continuously improve program operations, templates, and resources.

Automate key processes to support program scale and improve the customer journey.

Collaborate with the technology team to enhance the partner and client experience across online platforms.

Client Onboarding & Engagement

Lead onboarding and engagement processes for all new program participants, ensuring a smooth and positive experience.

Deliver or triage partner benefits, ensuring timely fulfillment and client satisfaction.

Foster engagement through online community platforms such as the WELL Forum and in-person at events.

Handle inbound client communications, triaging inquiries and ensuring timely resolution.

Customer Feedback & Continuous Improvement

Collect and analyze client feedback to identify trends and opportunities for improvement.

Share insights with program, product and commercial leads to improve service delivery and client experience.

Track and report on key metrics related to partner satisfaction, retention, and renewals.

Account & Relationship Management

Support strategic relationships with key partners and participate in select new business pitches.

Maintain updated records in CRM and project management systems.

Prepare account summaries and partner updates ahead of renewal discussions.

Lead bi-annual partner reporting processes for select accounts.

Skills, Knowledge and Expertise

4+ years of experience in program management, account management, partnerships, or customer success, preferably in a B2B or mission-driven organization.

Strong organizational and project management skills, with the ability to manage multiple workflows, timelines, and stakeholders simultaneously.

Excellent written and verbal communication skills, including experience managing standardized communications (e.g., email templates, client responses).

Customer-centric mindset with proven success in client onboarding, relationship management, and retention strategies.

Experience with CRM tools (e.g., Salesforce, HubSpot) and project management platforms (e.g., Asana, Monday.com, Trello).

Ability to synthesize customer feedback and translate it into actionable insights for program optimization.

Collaborative and proactive approach, with a demonstrated ability to work cross-functionally across technical, strategic, and customer-facing teams.

Detail-oriented with a commitment to maintaining high-quality documentation, templates, and operational systems.

Adaptability in a fast-paced, evolving environment.

Benefits

IWBI's Benefit offerings for full-time employees include, but are not limited to:

Medical, Dental & Vision Coverage

401(k) Retirement Plan, including employer match (100% vested)

Life Insurance (Voluntary Life Insurance & AD&D for employee and dependents)

Short-term and long-term disability

Health Spending Account (HSA)

Flexible Spending Account (FSA)

Commuter Benefits

Time Off - PTO/VTO Days

Generous 24-Week Parental Leave Policy

Workplace Well-being offerings for full-time employees include, but are not limited to:

Wellness stipend

Citibike & Class Pass subscription

Annual ergonomics evaluation

Employer-supported childcare

Full-time

Fully remote