Director, Global Field & Partner Operations

This is a fully remote position, open to applicants in Washington.

📋 Description

• Lead and expand global direct field service operations to support growth, meet service demand, and fulfill customer expectations.

• Drive operational excellence in areas such as scheduling, dispatch, utilization, and service delivery performance.

• Establish and monitor key performance indicators (KPIs) including first-time fix rate, time-to-service, productivity, and customer satisfaction.

• Develop and implement a long-term global service strategy that aligns operational capabilities with the company's growth objectives.

• Promote continuous improvement initiatives that enhance service quality, customer experience, and operational efficiency.

• Create a scalable operating model that efficiently balances direct and partner delivery.

• Define and execute a global partner service strategy involving independent service providers (ISPs) and distributors.

• Evaluate distributor service capabilities and collaborate with them to enhance performance and consistency.

• Establish global service standards, certification requirements, and performance benchmarks.

• Develop governance frameworks, scorecards, and routine operating cadences with partners.

• Ensure alignment between direct and distributor service models to provide a cohesive customer experience.

• Conduct regular business reviews with strategic partners and distributors to foster accountability and performance enhancements.

• Oversee the global installation strategy, including network design, partner selection, and performance management.

• Enhance the speed, quality, and consistency of installations across all channels.

• Implement readiness standards, installation processes, and quality controls.

• Drive improvements in the install-to-service handoff and overall customer onboarding experience.

• Lead the paid service business development team focused on increasing field-driven revenue streams.

• Promote the adoption and sales of extended warranties, preventative maintenance programs, and service contracts.

• Collaborate cross-functionally with Sales, Support, and Order Lifecycle teams to integrate service into the customer journey.

• Develop scalable programs and incentives that empower both direct teams and partners to generate service revenue.

• Set revenue growth targets and performance metrics for field-generated service revenue opportunities.

• Formulate and implement a strategy to efficiently scale global field operations in line with company growth targets.

• Optimize technician utilization through effective routing, scheduling, territory design, and capacity planning.

• Define utilization targets and productivity benchmarks for both direct teams and partners.

• Implement workforce planning models that align demand, skill sets, and geographic coverage.

• Minimize downtime, travel inefficiencies, and non-productive time through data-driven optimization.

• Utilize data, analytics, and systems to continuously enhance cost-to-serve and operational performance.

• Define and establish 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 synchronize parts forecasting, availability, and replenishment strategies with field demand.

• Set up inventory controls, tracking, and accountability across all service channels.

• Reduce excess inventory and obsolescence while ensuring high service readiness.

• Standardize critical spare parts kits by product and region.

• Collaborate 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 insights into operational health and business performance.

• Lead, mentor, and develop a high-performing global team across field operations, partner management, and service sales.

• Build organizational capability to support an expanding global service footprint.

• Cultivate a culture of accountability, continuous improvement, and customer-first thinking.

• Create succession plans and organizational capabilities to facilitate long-term global growth.

⛳️ Requirements

• 10+ years of experience in field service operations, partner management, or service delivery leadership.

• Proven track record managing both direct and partner-based service models at scale.

• Strong background in global operations, preferably across multiple regions (Americas, EMEA, APAC).

• Demonstrated success in enhancing operational efficiency and scaling service organizations.

• Experience in building and managing partner/distributor networks and governance models.

• Strong commercial acumen with experience in growing service revenue streams.

• Data-driven leader with a background in utilizing analytics to drive performance improvements.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Generous paid time off policy.

• Short-term and long-term disability coverage.

• Access to Employee Assistance Program, including mental health services.

• 401(k) plan with employer match.

• Pet insurance and much more!