Senior Manager, Technical Services & Partner Operations

Bevi

Bevi is on a mission to transform how beverages are delivered and consumed, eliminating single-use bottles and cans with its IoT-connected beverage platform.

Boston Posted 10d ago beverage technologyiot

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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, we're building a future where Bevi machines are everywhere people live, work, and connect. We've raised over $160M in venture capital, serve thousands of customers across the US, Canada, UK and Ireland, and we've been rapidly growing year over year, saving over 1 billion bottles from waste. In 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 Bevi’s 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 teams. In 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 Bevi’s frontline technical support and long-term service strategy. You’ll 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 Bevi’s 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

Bachelor’s 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 we’re getting at: it doesn’t hurt to take a chance and apply!

#LI-NP1

At Bevi, we believe compensation is a powerful tool to attract, retain, and grow talent. Our Compensation Philosophy centers on 5 principles:

Market-driven - We anchor pay decisions in real-time market data
Performance-based - We reward individual impact, not just tenure
Equitable - We ensure fairness across teams, roles, and demographics
Growth-focused - We invest in talent that scales with Bevi
Total Rewards approach - We strategically balance base pay, bonuses, benefits, and equity

The posted compensation range reflects the salary* for this position. Some roles may be eligible for a commission plan or a bonus incentive. All Bevi employees receive equity in the form of stock options. All full-time employees are invited to participate in our Total Rewards plan, which includes health & medical benefits, flexible spending accounts, flexible PTO, and more. Offers to join Bevi are based on a few criteria, including the scope of the role, the candidate's work experience, targeted skills, internal equity of the team, and external market data.

*For Sales roles: The posted range reflects base salary plus commission which is the total potential on target earnings (OTE) for the position.

Pay Range

$145,690—$179,970 USD

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 you'd prefer we don't. We'll also ask how you're 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 the Mass AI Coalition, a collaboration that aligns with our dedication to community-driven progress and the future of technology.

We're 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 you're a seasoned expert or an emerging talent, we're looking for people who are ready to build what's next. If any of our open positions interest you, we'd encourage you to apply! A member of the Bevi Talent team '[email protected]' 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 [email protected].

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