Director, Global Field & Partner Operations

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.

• 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

• 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.
• 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

• 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.
• 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…