Director, Global Field & Partner Operations

🕒 Julho 27

☕ Washington – Remoto

☕ Washington – Remote

💵 $170.000 - $230.000 / ano

⏰ Tempo Integral

🔴 Especialista

⚙️ Operações

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Precor

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

🧘 Bem-estar

🏭 Manufatura

🤝 B2B

Wellness • Manufacturing • B2B

A Precor é uma fabricante de equipamentos de exercícios premium e soluções de fitness conectadas para os mercados comercial e residencial. Com sede na região metropolitana de Seattle, a Precor fornece há mais de 40 anos produtos de cardio, musculação, fitness funcional, treinamentos em grupo e produtos conectados para clubes, hotelaria, residências, corporações e instituições de ensino em todo o mundo. A empresa combina fabricação nos EUA com escritórios globais e registrou mais de um bilhão de treinos em sua plataforma conectada, enfatizando precisão, confiabilidade e desempenho para instalações de fitness e consumidores.

Descrição

• Lead and scale global direct field service operations to support growth, service demand, and customer expectations • Drive operational excellence across scheduling, dispatch, utilization, and service delivery performance • Establish and track key KPIs including first-time fix rate, time-to-service, productivity, and customer satisfaction • Develop and execute a long-term global service strategy that aligns operational capabilities with company growth objectives • Drive continuous improvement initiatives that improve service quality, customer experience, and operational efficiency • Build a scalable operating model that balances direct and partner delivery efficiently • Define and implement a global partner service strategy across independent service providers (ISPs) and distributors • Assess distributor service capabilities and partner with them to elevate performance and consistency • Establish global service standards, certification requirements, and performance benchmarks • Build governance frameworks, scorecards, and regular operating cadences with partners • Ensure alignment between direct and distributor service models to deliver a unified customer experience • Conduct regular business reviews with strategic partners and distributors to drive accountability and performance improvements. • Own global installation strategy, including network design, partner selection, and performance management • Improve speed, quality, and consistency of installations across all channels • Implement readiness standards, installation processes, and quality controls • Drive improvements in install-to-service handoff and overall customer onboarding experience • Lead the paid service business development team focused on growing field-driven revenue streams • Drive adoption and sales of extended warranties, preventative maintenance programs, and service contracts • Partner cross-functionally with Sales, Support, and Order Lifecycle teams to embed service into the customer journey • Develop scalable programs and incentives that enable both direct teams and partners to drive service revenue • Establish revenue growth targets and performance metrics for field-generated service revenue opportunities. • Build and execute a strategy to scale global field operations efficiently in line with company growth targets • Optimize technician utilization through effective routing, scheduling, territory design, and capacity planning • Define utilization targets and productivity benchmarks across both direct teams and partners • Implement workforce planning models that align demand, skillsets, and geographic coverage • Reduce downtime, travel inefficiencies, and non-productive time through data-driven optimization • Leverage data, analytics, and systems to continuously improve cost-to-serve and operational performance • Define and implement a global field inventory strategy for both direct technicians and partner networks • Optimize van stock levels and forward stocking locations to improve first-time fix rates and reduce repeat visits • Partner with Supply Chain to align parts forecasting, availability, and replenishment strategies with field demand • Establish inventory controls, tracking, and accountability across all service channels • Reduce excess inventory and obsolescence while ensuring high service readiness • Drive standardization of critical spare parts kits by product and region • Partner with Service Systems & Optimization to define requirements for field management systems, scheduling tools, and partner platforms • Enable global visibility into service performance, utilization, and inventory across direct and partner networks • Standardize processes, workflows, and reporting to ensure consistency and scalability • Develop executive-level dashboards and reporting to provide visibility into operational health and business performance. • Lead, coach, and develop a high-performing global team across field operations, partner management, and service sales • Build organizational capability to support a growing, global service footprint • Foster a culture of accountability, continuous improvement, and customer-first thinking • Develop succession plans and organizational capabilities to support long-term global growth.

🎯 Requisitos

• 10+ years of experience in field service operations, partner management, or service delivery leadership • Proven experience managing both direct and partner-based service models at scale • Strong background in global operations, ideally across multiple regions (Americas, EMEA, APAC) • Demonstrated success in driving operational efficiency and scaling service organizations • Experience building and managing partner/distributor networks and governance models • Strong commercial acumen with experience growing service revenue streams • Data-driven leader with experience using analytics to drive performance improvements

🏖️ Benefícios

• Medical, dental and vision insurance • Generous paid time off policy • Short-term and long-term disability • Access to Employee Assistance Program; including access to mental health services • 401(k) including employer match • Pet insurance and so much more!