Senior Manager, Technical Partner Operations

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. In addition to ensuring exceptional customer and partner experiences from our Technical Services Team, you will own key partner relationships, drive QBRs, identify training needs, and surface trends across the partner network. Alongside this, you will 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. You’ll work cross-functionally with Sales, Product, and Engineering to close the loop on critical machine issues and drive continuous improvement across the full technical services organization.

This role oversees Tier 1 and Tier 2 Technical Support and Technical Partner Operations, driving both proactive and reactive customer success strategies.

• 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 target
• Proficient with current AI tools with a proven track record of workflow automation and a passion for innovative thinking
• Foster a culture of accountability, continuous improvement, and coaching across the full Technical Services function
• Drive the customer and partner experience strategy as a key member of the Technical Services leadership team
• Demonstrate long-term strategic vision with capacity planning, 3rd party/BPO exploration and recommendations, and the ability to scale while finding efficiencies across all channels and processes.

• 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 partner 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

Although we list out what we generally look for, we are very likely missing other attributes and skills that you have that could make you a great fit, but are not currently listed. Research has shown this especially applies to women and other marginalized groups, who tend to apply if they check 100% of every box, versus men who apply if they hit roughly 60%. The point we’re getting at: it doesn’t hurt to take a chance and apply!

#LI-NP1 

Bevi is committed to an inclusive hiring process and we aim to provide accommodations for persons with disabilities. If you need any accommodations for the application or throughout the interview process please contact recruiting@bevi.co.