PEM/ Partner Operations SME

Job Description

Insight Global is seeking a PEM & Partner Operations SME to support our client's AI-first Salesforce transformation focused on modernizing partner, dealer, and claims experiences. This individual will serve as the subject matter expert for partner program operations, working closely with product, business, and engineering teams to translate channel policies and dealer requirements into scalable Salesforce solutions. The ideal candidate has deep experience within HVAC, manufacturing, or distribution partner ecosystems, understands entitlement and enrollment processes, and can leverage AI tools to accelerate testing, documentation, and operational decision-making while ensuring solutions align with real-world dealer and distributor needs.

Day to Day:

• Manage PEM tiers, entitlements, enrollment rules, and partner program requirements
• Validate dealer and distributor user journeys within Salesforce sandbox environments
• Partner with product and engineering teams to define business requirements
• Convert channel policies into user stories, backlog items, and test scenarios
• Conduct partner and dealer workflow testing
• Support go-live readiness activities and war room execution
• Create rule matrices, process documentation, and operational guidance
• Identify self-service and automation opportunities for partners
• Utilize AI tools to accelerate documentation, testing, and operational analysis
• Collaborate with stakeholders to improve partner and claims experiences

Skills and Requirements

• 6+ years of Partner Operations, Channel Operations, Dealer Operations, or Distribution Operations experience
• PEM (Partner Ecosystem Manager) platform experience
• Strong understanding of partner programs, entitlements, enrollment rules, and channel operations
• Salesforce platform literacy with experience validating business processes in Salesforce environments
• Experience translating business policies into requirements, test cases, and operational procedures
• Ability to work directly with dealers, distributors, and business stakeholders
• Strong process documentation and testing experience
• Daily use of AI tools to improve documentation, test scenario generation, business analysis, or operational processes
• Salesforce Experience Cloud experience
• Claims management experience
• Experience supporting HVAC, manufacturing, distribution, or dealer channel environments
• Partner portal implementation or support experience
• Agentforce experience
• Experience managing go-live support or war room activities
• Dealer enrollment or channel program administration experience

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].