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 DayThis 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.
- 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.
- 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].
Bevi City of Boston, Massachusetts, USA Office
We're in the Schrafft Center, a former candy factory now housing offices (& onsite gym, caf, and more) with pier views perfect for outdoor social events. We are minutes away from Charlestown, Assembly Sq, & Sullivan Sq T, and offer a regular shuttle bus to North and South Stations.
Similar Jobs at Bevi
What you need to know about the Boston Tech Scene
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
