Channel Operations Manager

At NETSCOUT, we are an elite force of trailblazers, innovators, and problem solvers. We protect the connected world from cyberattacks and performance and availability disruptions through our unique visibility platform and solutions powered by pioneering deep packet inspection at scale technology. We are Guardians of the Connected World. We are looking for exceptional talent to join our team.

About NETSCOUT

NETSCOUT has been helping the world’s largest organizations solve their most complex digital challenges for more than 40 years.

NETSCOUT unlocks insight at unequaled scale, from every data packet to the broadest view of global internet traffic, so the world’s essential organizations can solve problems faster, constantly transform their digital ecosystems, secure what matters - and stay unstoppable for a world that relies on them every second.

Channel Operations Manager

About the Role:

The Channel Operations Manager provides functional leadership for NETSCOUT's global reseller and distributor program, driving operational excellence, partner enablement, channel governance, and program execution. This role develops scalable processes, coordinates cross-functional initiatives, and supports approximately $500M in reseller-generated revenue by ensuring partners have the tools, training, and operational support needed to succeed and represent NETSCOUT effectively.

Although the position has no direct reports, it leads through influence and expertise, across cross-functional teams, serving as an escalation point for complex channel operation matters providing guidance and recommendations to stakeholders to drive continuous improvement across channel programs, systems, processes, and partner experiences.

Essential Duties and Responsibilities:

• Lead channel operations initiatives that drive consistency, scalability, compliance, and operational excellence with emphasis on collaboration, attention to detail, and sound business management practices across the global partner program.
• Develop and support sales and marketing strategies to drive partner awareness and engagement, operational effectiveness and revenue growth per region, collaborating with cross-functional departments to execute strategic channel programs and initiatives.
• Apply NETSCOUT’s operating model when completing tasks and effectively navigate change through the organization
• Manage and oversee the operational administration of approximately 1200 + Contracted Reseller partners and distribution relationships worldwide
• Manager a diverse portfolio of channel partners across multiple industries, regions and market segments.
• Support strategic partner and large distributors through operational leadership, pre- and post-sales support services, and continuous improvement initiatives to ensure optimal customer service, product delivery, and successful customer outcomes.
• Serve as the primary operational escalation point and advocate for our reseller community by responding to inquiries and requests that come into the Channel Operations mailbox, ensuring a positive partner experience and effective resolution to complex issues.
• Support complex global sales opportunities with named accounts using the reseller community to encompass local customer support, customs product release, and provide ongoing first line service support.
• Contribute to the effectiveness of NETSCOUT regional and account managers’ reseller relationships in their assigned territories to eliminate the need for channel sales representatives and the related cost of sales
• Execute product training to distributors and visited customers with partners to learn more about customers’ needs and uncover growth opportunities
• Manage the full partner lifecycle, including onboarding, offboarding, designation changes, performance reviews, and termination activities, partnering with Field Sales to review partner history and opportunities ensure appropriate governance, compliance, and business alignment.
• Ensure reseller compliance with contractual obligations, certification and training requirements, revenue recognition standards, channel policies, and program requirements, ensuring readiness and conformance for all resellers, proactively addressing gaps and managing corrective actions as needed
• Manage contracted and non-contracted partner authorization requests, including Letters of Authorization, and special partner approvals
• Administration and Support of All Distribution Contract and Operationally
• Establish and maintain GSA pricing structures for all U.S. Federal Sales and Canada Government Sales
• Own and maintain channel operational processes, policies, and systems, including the Partner Relationship Management (PRM) system, SFDC, NetSuite, and related tools, ensuring data integrity, compliance, user support, process efficiency, and scalability enabling mutual growth. Troubleshoot and resolve any issues escalated to channel operations in CRM’s or other related systems.
• Work with the PRM system to grow the channel without compromising compliance obligations and align NetScout’s Business Practices
• Provide training and guidance to distributors and reseller partners on channel tools, self-service capabilities, operational processes, and program requirements to help optimize processes and reduce overall operational costs
• Analyze complex partner metrics, market trends, KPI’s including Year-Over-Year growth, market share, seller activation, account activity to drive business growth.
• Supervise and coordinate new deal registration routing, validation, and escalation processes for new end customers, to troubleshoot and ensure efficient support of partner opportunities.

Basic Qualifications/Skills:

• Bachelor’s Degree required
• Minimum of 5+ years of experience in Reseller Operational Support role
• 2+ years of experience in a Reseller Management role
• Experience with a global technology company highly preferred
• Self-motivated with strong management and motivational skills to lead and train staff
• Strong interpersonal and communication skills with the ability to adjust communication style best suited for different subjects and audiences
• Can communicate and present effectively at all levels across the organization present effectively as needed
• Has strong business acumen with an executive presence and demeanor with consultative/execution relationship building selling skills is essential
• Show commitment to the job and actively contributes to a positive work environment, displaying enthusiasm for his/her work and continuously reaches higher

Preferred Qualifications/Skills:

• MBA is a plus

The US base salary range for this full-time position is $150,000 to $165,000. Our salary ranges are determined by role and level. Within the range, individual pay is determined by additional factors, including job-related skills, qualifications, experience, and location. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include equity, or benefits.

Location: Westford, MA - onsite

Working at NETSCOUT

At NETSCOUT, our vision is to create a workplace where every individual feels valued, respected, and empowered to contribute their unique perspectives. As a global company we strive to build a workforce comprised of talented individuals with a wide range of perspectives and background. We also know that life at NETSCOUT is not just about what you will contribute, but what we will give back to you. Besides the promise of interesting work in an exciting and ever-growing industry, NETSCOUT is committed to giving you opportunities to continue to learn and grow. Employees are eligible for a variety of professional development opportunities to help them advance their skills and career. We have heavily invested in our individual, management, and leadership training and development programs. We offer a compensation package that includes the following benefits:

• Generous vacation package
• Equity
• Matching 401k plan
• Tuition reimbursement
• Attractive medical and dental coverage options
• Domestic partner benefits
• Health and Dependent Care spending accounts and Health Savings Account options
• Life and Disability Benefits
• Volunteer Time Off, Matching Charitable Gifts

NetScout Systems, Inc. is an EEO/Affirmative Action Employer.

We value genuine candidate experiences. The use of AI-generated responses or other external assistance during any stage of the interview process is not allowed. NETSCOUT recognizes its obligations to provide reasonable accommodations to candidates with disabilities. Candidates who require third-party assistance or other accommodations to participate in the interview process should notify the recruiting team in advance so appropriate arrangements can be made.