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Senior Manager, Global Support Enablement
3 weeks ago
We're looking for an experienced and strategic
Senior Manager, Global Support Enablement
to lead and scale our third-party Certified Service Provider Program. Reporting to the Sr. Director, Global Services & Support, you will be the owner of the end-to-end program, from strategy and development to global execution.
You will lead the strategy to enable a global network of customers and partners to perform service and support on our global fleet of robotics. You will identify and onboard new strategic partners, drive operational excellence, and align our global partner network with our core business objectives and customer needs. If you are passionate about building and scaling high-performing global ecosystems, this is the role for you.
Key Responsibilities
Strategy & Program Leadership
- Define and execute the vision and roadmap for our third-party service provider program, from initial partner vetting and selection to onboarding, training, and ongoing performance management.
- Develop global standards, SLAs, and compliance frameworks to ensure a consistent and high-quality service experience across all regions.
Partner Relationship Management
- Identify, evaluate, and onboard new strategic partners who align with our quality standards and business goals.
- Act as the primary relationship owner and escalation point for our key partners, fostering strong, collaborative relationships and driving continuous improvement.
Operational Excellence & Performance Management
- Establish and monitor key performance indicators (KPIs), such as repair turnaround time, first-time fix rate, and customer satisfaction, to ensure our partners are meeting and exceeding performance targets.
- Collaborate closely with internal teams (GSS, Customer Success, Integration Services, Engineering, Product Management and Sales) to seamlessly integrate partner operations with our internal service delivery model.
Global Expansion & Commercial Strategy
- Develop and implement strategies to expand our partner network into new, critical international markets and/or with high-value customers. .
- Lead the negotiation of service agreements, pricing, and contract terms to achieve an optimal balance of cost-effectiveness and service quality.
Qualifications
Experience
- 7-10+ years of progressive experience in service operations, partner/vendor management, or a related field within a hardware OEM, technology, or industrial setting.
- Proven track record of building and scaling third-party service programs or networks from the ground up on a global scale.
Skills
- Exceptional strategic and operational planning capabilities with a demonstrated ability to think globally and execute locally.
- Strong negotiation and contract management skills, with a talent for building and nurturing long-term relationships.
- Data-driven mindset with a deep understanding of setting up and using operational metrics and KPIs to drive performance.
- Outstanding cross-functional leadership skills and the ability to influence and manage stakeholders in a fast-paced, global environment.
Preferred
- Experience in consumer electronics, industrial hardware, robotics, or automation.
- Familiarity with international regulatory standards and compliance related to service operations.
