Director, Partner Management

Wavelo is a SaaS business on a mission to make telecoms a breeze.

We provide flexible software that modernizes how communication service providers (CSPs) do business, helping them drive more value, focus on customer experience, and scale their operations faster.

As part of Tucows (NASDAQ:TCX, TSX:TC)—one of the world’s largest Internet services companies—Wavelo is backed by outstanding resources and talent. We embrace a people-first philosophy that is rooted in respect, trust, and flexibility. We believe that whatever works for our employees is what works best for us. It’s also why the majority of our roles are remote-first, meaning you can work from anywhere you can connect to the Internet!

The work we do genuinely changes lives. If this sounds exciting, we’d love to hear from you!

About the Opportunity

The Director of Partner Management is responsible for building, onboarding, and enabling a global ecosystem of System Integrator (SI) partners to successfully implement and deliver the company’s SaaS telecom products.

This role ensures partners are certified, operationally ready, and consistently successful in delivering high-quality implementations that drive customer adoption, satisfaction, and long-term retention. The Director serves as the primary bridge between partners and internal teams including Product, Professional Services, Sales, and Customer Success.

Key Responsibilities

Partner Strategy & Ecosystem Development

• Define and execute the System Integrator partner strategy aligned with company growth and go-to-market objectives.
• Identify, recruit, and onboard SI partners with strong telecom domain expertise.
• Segment partners by capability, region, and strategic importance.
• Define partner tiers, certification levels, and engagement models.

Partner Onboarding & Enablement

• Design and own a structured onboarding program to ensure partners are delivery-ready.
• Develop and maintain partner enablement materials, playbooks, and implementation frameworks.
• Establish certification programs for consultants, architects, and project managers.
• Ensure partners understand product capabilities, delivery methodology, and customer expectations.

Partner Delivery Support & Governance

• Serve as the primary point of contact for partners during active customer implementations.
• Provide guidance, escalation support, and best practices to ensure successful delivery outcomes.
• Define delivery governance models, quality standards, and KPIs for partner-led projects.
• Partner with Professional Services to ensure consistent delivery standards between internal and partner teams.

Cross-Functional Collaboration

• Work closely with Product and Engineering to relay partner feedback and influence roadmap priorities.
• Partner with Sales on deal qualification, partner selection, and delivery planning.
• Collaborate with Customer Success to ensure smooth post-implementation handoffs and long-term customer health.
• Align with Legal and Finance on partner agreements, pricing models, and compliance.

Performance Management & Continuous Improvement

• Track partner performance, certification status, utilization, and customer outcomes.
• Identify underperforming partners and implement remediation plans.
• Recognize and scale high-performing partners.
• Continuously refine onboarding, enablement, and delivery processes to improve partner effectiveness and scalability.

Required Qualifications

• 8–12+ years of experience in Partner Management, Professional Services, or Consulting within a SaaS or telecom software environment.
• Proven experience onboarding and enabling System Integrators.
• Strong understanding of SaaS telecom platforms (e.g., OSS/BSS, billing, provisioning, CPaaS).
• Experience supporting partner-led implementations in complex enterprise or carrier environments.
• Strong program management and stakeholder coordination skills.
• Ability to operate as a trusted advisor to partners and internal teams.

Preferred Qualifications

• Experience working in a SaaS telecom or adjacent industry.
• Background in Professional Services, systems integration, or solution delivery.
• Experience building certification or enablement programs from scratch.
• Familiarity with global partner ecosystems and multi-region delivery models.

Key Competencies

• Partner enablement and lifecycle management
• SaaS delivery models and implementation best practices
• Relationship management and influence without authority
• Operational rigor and process design
• Clear, executive-level communication
• Problem-solving in complex delivery environments

What Success Looks Like

• SI partners are onboarded quickly and reach delivery readiness faster.
• High-quality, predictable partner-led implementations.
• Reduced delivery risk and escalation frequency.
• Improved customer satisfaction and time-to-value for partner-delivered accounts.
• A scalable partner ecosystem that supports company growth without over-reliance on internal services.

The base salary range for this position is $173,500 - $192,800 USD for US residents OR $184,600 - $205,100 CAD for Canadian residents. Other countries will differ. Range may vary on a number of factors including, but not limited to: location, experience and qualifications. Tucows believes in a total rewards offering that includes fair compensation and generous benefits. Learn more about Tucows Benefits.

Want to know more about what we stand for? At Wavelo and Tucows we care about protecting the open Internet, narrowing the digital divide, and supporting fairness and equality.

We also know that diversity drives innovation. We are committed to inclusion across race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. We celebrate multiple approaches and diverse points of view.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

Tucows and its subsidiaries participate in the E-verify program for all US employees.

Learn more about Tucows, our businesses, culture and employee benefits on our site here.