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Precor · 3 days ago

Director, Commercial Support

Woodinville, WA

Full-time

Onsite

Director/Executive

$180K/yr - $230K/yr

10+ years exp

Precor is known for developing and manufacturing innovative commercial fitness equipment. The Director of Commercial Support will lead the service and support operations for Precor & Peloton Commercial Fitness and Wellness, focusing on enhancing customer experience and driving revenue growth through strategic leadership and operational excellence.

FitnessManufacturing

Responsibilities

Define and execute the Commercial Support strategy, annual operating plan, and KPIs that drive customer satisfaction, retention, and revenue growth

Position the support function as a strategic business enabler influencing PM and Extended Warranty renewals, subscription retention, and VOC insights for continuous improvement

Establish governance frameworks around escalation management, service readiness, and cross-functional communication for new product launches

Lead Tier 1, Tier 2, and Lead teams with full accountability for performance, escalation management, and continuous improvement

Build and mature the Subscription Support function, including proactive outreach, QR ownership, and connected fitness troubleshooting

Drive operational performance management through workforce management (WFM), adherence, SLA achievement, and cost-to-serve analysis

Partner with Install, Field Service, and Distributor teams to ensure unified, seamless customer experiences

Expand digital and AI strategy across omnichannel support (voice, email, chat, portal, SMS, and social) as well as self-service, knowledge management, and automation initiatives

Deploy AI capabilities such as virtual agents, predictive analytics, and agent assist tools to reduce call volume, lower hold times, and enhance first-contact resolution (FCR)

Partner with the Service Systems & Optimization team to translate business needs into system capabilities across Salesforce Service Cloud, SAP, and telephony platforms

Align support delivery with global distributors and key accounts through SLA management, scorecards, and joint business reviews (JBRs)

Foster a consistent experience and shared accountability across direct, indirect, and distributor channels

Develop a high-performance, engaged support organization through structured leadership development, succession planning, and coaching

Build a global culture of ownership, accountability, and collaboration, emphasizing innovation and continuous learning

Partner with the centralized Training and Technical Content teams to drive onboarding, certification, and ongoing development programs

Establish and report on key metrics including CSAT, FCR, AHT, case deflection, cost-to-serve, and customer retention

Govern support readiness for all new product introductions (NPIs) and lifecycle changes

Ensure compliance with SOX, data privacy, and business continuity standards

Qualification

Customer support operationsOmnichannel support strategyAI-driven transformationsSalesforce Service CloudSAPData storytellingOperational excellenceContinuous improvementLeadership developmentCollaboration skills