Director, Global Field & Partner Operations

About the Role

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.

Responsibilities

Global Field Operations Leadership

• 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

Partner & Distributor Service Strategy

• 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.

Installation Network & Performance

• 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

Field Service Revenue Growth

• 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.

Operational Scaling Utilization & Efficiency

• 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

Field Inventory & Parts Management

• 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

Systems Tools & Process Enablement

• 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.

Leadership & Team Development

• 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.

Qualifications

• 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

Preferred Qualifications

• 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.

Base salary range: $170000-$230000

The pay range represents the low and high end of the anticipated pay range for this position based at our Woodinville WA headquarters. The actual pay offered for this position will depend on numerous factors including individual performance business objectives and if the location for the job changes. Our pay is just one component of Precors total rewards strategy that also includes annual equity awards as well as region-specific health and welfare benefits.

As an organization one of our top priorities is to maintain the health and well-being of our employees and their families. To achieve this goal we offer robust and comprehensive benefits including:

• 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 and so much more!

About Precor

Precor is known for developing and manufacturing the most innovative and reliable commercial fitness equipment on the market. With over 40 years of empowering exercisers trainers business owners and operators alike we take pride in offering world-class fitness solutions across over 13000 facilities and 100 countries. We sweat every detail to bring best-in-class product solutions into commercial facilities meeting exercisers wherever they are: at work at school in the gym or on the road.

Precor is an equal opportunity employer and committed to creating an inclusive environment for all our applicants. We do not discriminate based upon race religion color national origin gender (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability or other applicable legally protected characteristics. If you would like to request an accommodation regarding the application/interview process or are having difficulty using our website for application purposes please contact: