Senior Manager, Technical Partner Operations

Senior Manager, Technical Services & 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. You will create a positive partner experience, own key partner relationships, drive QBRs, identify training needs, and surface network trends. You will also provide leadership oversight of our Tier 1 and Tier 2 support managers, ensuring operational health of Bevi’s frontline technical support and long‑term service strategy, while working cross‑functionally with Sales, Product, and Engineering to close the loop on machine issues and drive continuous improvement across the full technical services organization. Your Day to Day This role oversees Tier 1 and Tier 2 Technical Support and Technical Partner Operations, driving both proactive and reactive customer success strategies. 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 across multiple dedicated partners Drive key partner relationship initiatives: proactive projects that drive 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 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, and surface issues to leadership Partner with Product and Engineering to relay critical field insights and prioritize product improvement targets Proficient with current AI tools and a proven track record of workflow automation with 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, third‑party/BPO exploration, and recommendations to scale while improving efficiencies across all channels and processes 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 third‑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 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 Compensation & Benefits Pay Range: $145,690 - $179,970 USD. The posted compensation range reflects the base salary for this position. Some roles may be eligible for a commission plan or a bonus incentive. All Bevi employees receive equity in the form of stock options. All full‑time employees are invited to participate in our Total Rewards plan, which includes health & medical benefits, flexible spending accounts, flexible PTO, and more. 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 Fully 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 unlimited Bevi beverages EEO Statement As set forth in Bevi’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. #J-18808-Ljbffr Bevi