Director, Commercial Support

About the Role

The Director of Commercial Support will lead the end-to-end service and support operation for Precor & Peloton Commercial Fitness and Wellness across North America and global distributor markets. This leader is responsible for shaping the strategy, structure, and execution of a world-class customer experience across all inbound and digital channels—positioning support not only as a reactive function but as a key driver of customer retention, revenue growth, and brand loyalty.

This role will oversee Tier 1 (General Support), Tier 2 (Technical Support), Lead, and Subscription Support teams, ensuring seamless integration with global partners and distributors. Working closely with the Service Systems & Optimization organization, the Director will define and deliver an AI-enabled, omnichannel, and data-driven support model that scales globally while improving efficiency, case deflection, and customer satisfaction.

Responsibilities

Strategic Leadership & Business Impact

Define and execute the Commercial Support strategy, annual operating plan, and KPIs that drive customer satisfaction, retention, and revenue growth.
Position the support function as a strategic business enabler influencing PM and Extended Warranty renewals, subscription retention, and VOC insights for continuous improvement.
Establish governance frameworks around escalation management, service readiness, and cross-functional communication for new product launches.

Operational Excellence

Lead Tier 1, Tier 2, and Lead teams with full accountability for performance, escalation management, and continuous improvement.
Build and mature the Subscription Support function, including proactive outreach, QR ownership, and connected fitness troubleshooting.
Drive operational performance management through workforce management (WFM), adherence, SLA achievement, and cost-to-serve analysis.
Partner with Install, Field Service, and Distributor teams to ensure unified, seamless customer experiences.

Digital Enablement & AI Strategy

Expand digital and AI strategy across omnichannel support (voice, email, chat, portal, SMS, and social) as well as self-service, knowledge management, and automation initiatives.
Deploy AI capabilities such as virtual agents, predictive analytics, and agent assist tools to reduce call volume, lower hold times, and enhance first-contact resolution (FCR).
Partner with the Service Systems & Optimization team to translate business needs into system capabilities across Salesforce Service Cloud, SAP, and telephony platforms.

Distributor & Partner Alignment

Align support delivery with global distributors and key accounts through SLA management, scorecards, and joint business reviews (JBRs).
Foster a consistent experience and shared accountability across direct, indirect, and distributor channels.

Leadership & Culture

Develop a high-performance, engaged support organization through structured leadership development, succession planning, and coaching.
Build a global culture of ownership, accountability, and collaboration, emphasizing innovation and continuous learning.
Partner with the centralized Training and Technical Content teams to drive onboarding, certification, and ongoing development programs.

Strategic Metrics & Governance

Establish and report on key metrics including CSAT, FCR, AHT, case deflection, cost-to-serve, and customer retention.
Govern support readiness for all new product introductions (NPIs) and lifecycle changes.
Ensure compliance with SOX, data privacy, and business continuity standards.

Qualifications

Bachelor’s degree in Business, Operations, or related field.
10+ years in multi-site or global customer support operations, including 8+ years in a senior leadership capacity.
Demonstrated success leading omnichannel and AI-driven transformations in complex or global environments.
Strong collaboration skills with technology and systems teams to deliver measurable outcomes.
Proven ability to deliver operational excellence, continuous improvement, and high-impact customer experiences.
Deep analytical capability with proficiency in data storytelling and metric-based decision-making.

Preferred Qualifications

Masters degree in Business, Operations, or related field.
Experience with Salesforce Service Cloud and SAP strongly preferred.
Familiarity with distributor enablement and field service collaboration is a plus.
Background in fitness, connected hardware, or subscription-based industries is highly desirable.

Pay Range: $180,000 to $230,000

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 Precor’s total rewards strategy that also includes 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 13,000 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: HR@precor.com 

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