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: $170,000-$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 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 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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