Senior Manager, Technical Services & Partner Operations

Job Summary

We are seeking a Senior Manager, Technical Services & Partner Operations to join Bevi’s Technical Services leadership team. This role owns two critical functions: leading our Technical Partner Operations team to deliver outstanding service to distribution partners, and providing strategic oversight of our Tier 1 and Tier 2 Technical Services teams.

About the Role

As a Senior Manager, you will oversee Tier 1 and Tier 2 Technical Support and Technical Partner Operations, driving both proactive and reactive customer success strategies. You will also provide leadership oversight of our T1 and T2 support managers, ensuring the operational health of Bevi’s frontline technical support and long-term service strategy.

Responsibilities

• Lead, coach, and develop a team of Technical Partner Managers, accountable for the technical success of Bevi’s distribution partners
• Develop and maintain relationships with Partner Service Managers, ensuring needs are met and escalations are handled promptly across multiple dedicated partners
• Drive key partner relationship initiatives: proactive projects that drive a better customer experience, machine uptime optimization, partner trainings, and regular MBR/QBR touchpoints
• Identify partner training gaps and build a roadmap to address them
• Own and circulate a KPI dashboard tracking partner health and team performance against defined goals
• Serve as the escalation point for complex technical issues from Technical Partner Managers; partner with Quality and Engineering to identify trends and close the loop
• Present partner performance insights monthly to leadership with clear action plans
• Develop and maintain a technical roadmap for process optimization using available data resources
• Provide strategic leadership and oversight of the T1 and T2 Technical Services teams through their respective managers
• Monitor operational health across T1/T2 including escalations, team performance, and cross-functional feedback loops - and surface issues to leadership
• Partner with Product and Engineering to relay critical field insights and prioritize product improvement targets

Requirements

• Bachelor’s degree or equivalent; 10+ years of experience in technical services, partner management, or account relationship organizations
• Demonstrated success leading both partner-facing and internal support functions; experience managing managers a plus; experience managing 3rd party contact centers nice to have
• Data-driven with strong analytical skills; comfortable visualizing and presenting KPIs to all levels of leadership
• Outstanding communication skills, with the ability to translate complex technical concepts for a wide range of audiences
• Familiarity with Zendesk, Excel, PowerPoint, and similar tools for issue documentation and data presentation
• Proficiency with Gemini, Claude, ChatGPT or other automation/AI tools you have used to improve CX or internal processes
• Creative, organized, and responsive, able to balance moment-to-moment responsiveness with proactive project work
• Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment
• Proven track record building relationships with partners, technicians, and internal stakeholders
• High accountability with the ability to manage multiple competing priorities and deadlines

Qualifications

Your qualifications should align with the following:

• Experience in technical services, partner management, or account relationship organizations
• Leadership experience in both partner-facing and internal support functions
• Data-driven decision-making and strong analytical skills
• Excellent communication and interpersonal skills
• Proficiency with relevant software and tools
• Experience with AI and automation tools
• Ability to manage multiple priorities and deadlines
• Strong relationship-building and stakeholder management skills

Skills

• Strategic leadership and oversight of technical services teams
• Customer and partner experience strategy
• Technical partner operations management
• AI and automation proficiency
• Effective communication and interpersonal skills

Benefits

• Comprehensive medical, dental, and vision insurance plans with BlueCross BlueShield, 95% paid by employer
• 401(k) with company match
• Flexible PTO plus 12 company holidays, and additional paid days for sick leave, etc
• Generous fully paid parental leave for both birth parents and non-birth parents
• Employer-paid disability and life insurances
• Wellness and fitness reimbursements
• Monthly stipends for cell phone use and commuting costs
• Onsite snacks, weekly catered lunch, and (of course) unlimited Bevi … plus composting and terra-cycling, too
• Happy hours, team-building events, bagel breakfasts, Values awards - and more

Pay

$145,690 - $179,970 USD