Director, Commercial Support

The Director of Commercial Support will lead the end‑to‑end service and support operation for Precor & Peloton Commercial Fitness and Wellness across North America and global distributor markets. This leader is responsible for shaping the strategy, structure, and execution of a world‑class customer experience across all inbound and digital channels—positioning support not only as a reactive function but as a key driver of customer retention, revenue growth, and brand loyalty.

This role will oversee Tier 1 (General Support), Tier 2 (Technical Support), Lead, and Subscription Support teams, ensuring seamless integration with global partners and distributors. Working closely with the Service Systems & Optimization organization, the Director will define and deliver an AI‑enabled, omnichannel, and data‑driven support model that scales globally while improving efficiency, case deflection, and customer satisfaction.

Responsibilities

Strategic Leadership & Business Impact

• 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.

Operational Excellence

• 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.

Leadership & Culture

• 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.

Strategic Metrics & Governance

• 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.

Qualifications

• Bachelor’s degree in Business, Operations, or related field.
• 10+ years in multi‑site or global customer support operations, including 8+ years in a senior leadership capacity.
• Demonstrated success leading omnichannel and AI‑driven transformations in complex or global environments.
• Strong collaboration skills with technology and systems teams to deliver measurable outcomes.
• Proven ability to deliver operational excellence, continuous improvement, and high‑impact customer experiences.
• Deep analytical capability with proficiency in data storytelling and metric‑based decision‑making.

Preferred Qualifications

• Masters degree in Business, Operations, or related field.
• Experience with Salesforce Service Cloud…