Senior Manager, Technical Partner Operations

Bevi is on a mission to transform how beverages are delivered and consumed. Our connected beverage platform eliminates the need for single-use bottles and cans making it easy fun and sustainable to stay hydrated. As the category leader in IoT-enabled beverage technology were building a future where Bevi machines are everywhere people live work and connect. Weve raised over $160M in venture capital serve thousands of customers across the US Canada UK and Ireland and weve been rapidly growing year over year saving over 1 billion bottles from addition to driving hypergrowth with our current product line Bevi is heavily investing in new product development.

We are seeking a Senior Manager Technical Services & Partner Operations to join Bevis 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 addition to ensuring exceptional customer and partner experiences from our Technical Services Team you will own key partner relationships drive QBRs identify training needs and surface trends across the partner network. Alongside this you will provide leadership oversight of our T1 and T2 support managers ensuring the operational health of Bevis frontline technical support and long-term service strategy. Youll work cross-functionally with Sales Product and Engineering to close the loop on critical 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 Bevis 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 a 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 target
• Proficient with current AI tools with a proven track record of workflow automation and 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 3rd party/BPO exploration and recommendations and the ability to scale while finding efficiencies across all channels and processes.

Requirements

• Bachelors 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 partner 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 you have 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

Important Note:

Although we list out what we generally look for we are very likely missing other attributes and skills that you have that could make you a great fit but are not currently listed. Research has shown this especially applies to women and other marginalized groups who tend to apply if they check 100% of every box versus men who apply if they hit roughly 60%. The point were getting at: it doesnt hurt to take a chance and apply!

#LI-NP1

Benefits:

• 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 (of course) unlimited Bevi ... plus composting and terra-cycling too
• Happy hours team-building events bagel breakfasts Values awards - and more.

A note on AI in our hiring process:We use AI to help synthesize interview notes and surface themes from feedback keeping our process consistent as we grow. Every application is reviewed by a member of our team and interviews may be recorded to support note-taking just let us know if youd prefer we dont. Well also ask how youre learning and experimenting with AI in your work. Growing our AI fluency is something every Bevi team member is committed to and invested in.

Our commitment to responsible innovation is reflected in our partnership with theMass AI Coalition a collaboration that aligns with our dedication to community-driven progress and the future of technology.

Were passionate about supporting career growth and would love to be part of your professional journey. We also know that talent comes in many forms. We value individual accomplishments specialized knowledge and genuine passion over simply checking boxes on a requirements list. Whether youre a seasoned expert or an emerging talent were looking for people who are ready to build whats next. If any of our open positions interest you wed encourage you to apply!A member of the Bevi Talent team will be reaching out about next steps if we would like to move forward.

Accommodations:

Bevi is committed to an inclusive hiring process and we aim to provide accommodations for persons with disabilities. If you need any accommodations for the application or throughout the interview process please contact .