Senior Manager, Technical Services & Partner Operations

Technical Partner Operations

• 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
• Drive key partner relationship initiatives: proactive projects for 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
• Serve as the escalation point for complex technical issues; 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

Technical Services Management

• 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; surface issues to leadership
• Partner with Product and Engineering to relay critical field insights and prioritize product improvements
• Proficient with current AI tools with a proven track record of workflow automation
• 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

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
• Proficiency with Gemini, Claude, ChatGPT or other automation/AI tools used to improve CX or internal processes
• Creative, organized, and responsive; able to balance responsiveness with proactive project work
• Self-starter who thrives under ambiguity in a fast-paced environment
• Proven track record building relationships with partners, technicians, and internal stakeholders
• High accountability with the ability to manage multiple competing priorities