Director, Global Field & Partner Operations

Precor, Incorporated • Seattle, WA

1d • $170,000 - $230,000 • Onsite

About The Position

The Director of Global Field & Partner Operations is responsible for defining, scaling, and leading a best-in-class global field service experience across both direct operations and partner networks. This role ensures a consistent, high-quality, and efficient service delivery model that supports rapid business growth while maintaining the premium customer experience expected from Precor and Peloton Commercial globally.

Reporting to the Vice President of Global Customer Experience, this leader will develop and execute the global service strategy across direct field operations, installation services, and partner-delivered networks, driving operational excellence, customer satisfaction, service revenue growth, and workforce productivity.

The Director of Global Field & Partner Operations will oversee direct field service operations, partner service networks, and installation performance globally, while also driving field-based revenue growth through paid service offerings such as extended warranties, preventative maintenance, and on-demand service. A critical component of the role is building strong distributor and service partnerships by establishing standards, governance frameworks, certification programs, and performance management processes that ensure a seamless and consistent experience across all markets.

Requirements

• 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

Nice To Haves

• Experience with field service systems, CRM (e.g., Salesforce), and ERP systems (e.g., SAP)
• Experience owning service-related P&L metrics, cost-to-serve initiatives, or operational budgets preferred.
• Experience leading service transformation or operational excellence initiatives within a global organization preferred.

Responsibilities

• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed