Description
Overview
The Vice President, Partner Experience provides strategic leadership for Carter’s long-term growth and operational excellence, focusing on building the foundational systems, quality standards, and consulting team composition that enable sustainable expansion while exceeding partner expectations. This role combines strategic oversight of service delivery with the development of scalable organizational systems. The VP, Partner Experience, a member of Carter’s leadership team, reports to Carter’s Chief Operating Officer and may be located remotely.
Responsibilities
Set strategic direction for service standards and oversee Carter’s long-term service strategies in alignment with overall business goals.
Design and oversee scalable systems, processes, and quality assurance guidelines that support company growth while maintaining service excellence.
Oversee all aspects of partner engagement from onboarding through renewal, serving as the primary escalation point for complex partner issues.
Develop and implement strategies to maximize partner retention, expansion, and satisfaction through regular feedback and engagement reviews.
Lead, mentor, and establish performance accountability systems for teams of managing directors and senior managing directors.
Evaluate consulting team capabilities, identify gaps, and develop recruitment strategies aligned with company growth objectives.
Partner with business development team to support partner retention and expansion; participate in fact-finding meetings and contribute to proposal and fee model development.
Develop annual partner services strategy, analyze portfolio performance, and report regularly on partner services metrics and initiatives.
Foster a culture of innovation, continuous improvement, and exceptional service delivery across Carter’s consulting team.
Evaluate industry’s best practices, market trends, and emerging technologies to anticipate future challenges and enhance consulting effectiveness and Carter’s market position.
Skills and Abilities
Strategic thinking and long-term planning with ability to translate vision into operational systems.
Exceptional written and verbal communication skills suitable for C-suite and board-level interactions.
Expertise in organizational development, process design, and quality management.
Advanced analytical, problem-solving, and financial competency in service pricing and budget review.
High emotional intelligence with ability to build trust and credibility with diverse stakeholders.
Collaborative leadership style that empowers teams while maintaining accountability; strong decision-maker comfortable with strategic risk-taking.
Proficiency across Microsoft Office Suite, cloud-based collaboration tools, CRM, and project management systems.
Qualifications
Minimum 20+ years of nonprofit leadership experience, including C-suite or senior executive roles.
Proven track record in fundraising, strategic planning, board governance, and/or consulting.
History of developing and leading high-performing teams; prior experience working with nonprofit boards and executive leadership.
Deep understanding of nonprofit sector trends, challenges, and emerging best practices.
Bachelor’s degree required; advanced degree or CFRE preferred.
Application details
Please submit a résumé and cover letter to hr@carter.global.
Learn more about Carter – www.carter.global
