Sr Manager, Strategic Technical Operations

JOB SUMMARY & SCOPE

The Senior Manager, Strategic Technical Operations serves as the primary technical and operational leader for Peak Technologies' strategic enterprise customers. This role is responsible for managing customer relationships, overseeing service delivery performance, coordinating internal and external technical resources, and ensuring contractual commitments are met. Acting as a trusted advisor and escalation point, the position partners closely with customers, service teams, sales, and leadership to drive customer satisfaction, retention, and operational excellence. The role also supports strategic initiatives, contract renewals, and continuous improvement efforts across assigned accounts.

KEY ACCOUNTABILITIES

• Customer Leadership & Relationship Management
  • Serve as the primary technical and operational point of contact for assigned strategic accounts.
  • Build and maintain strong relationships with customer leadership, operational stakeholders, and executive teams.
  • Participate in recurring customer meetings, operational reviews, and executive business reviews
  • Manage escalations and drive resolution of complex operational and technical issues
  • Ensure high levels of customer satisfaction, retention, and account performance.
• Technical Operations & Service Delivery
• Coordinate and oversee technical support resources, field service teams, and third-party service providers.
• Ensure service commitments, SLAs, and operational performance metrics are achieved.
• Monitor service trends, operational risks, and customer requirements to proactively address issues.
• Lead cross-functional efforts involving Technical Operations, Service Delivery, Engineering, Sales, and Customer Success teams.
• Drive continuous improvement initiatives that enhance service quality, efficiency, and customer outcomes.
• Strategic Account Management
• Support contract renewals, negotiations, and ongoing customer engagement activities.
• Identify operational improvements and strategic opportunities that strengthen customer partnerships.
• Partner with Sales and Leadership teams on account planning, growth strategies, and customer retention initiatives.
• Provide regular operational updates and performance reporting to senior leadership.
• Leadership & Program Management
• Coordinate internal and external resources supporting strategic customer programs.
• Manage workload prioritization and resource planning.
• Establish performance metrics and accountability measures across support teams.
• Drive operational consistency, documentation, and best practices.
• Lead special projects and strategic initiatives as assigned.

EDUCATION + EXPERIENCE + KEY TRAITS

• Required
• Bachelor's degree or equivalent combination of education and experience.
• 8+ years of experience in technical operations, service delivery, customer support, field services, or related operational leadership roles.
• Experience managing large enterprise customer relationships.
• Proven ability to lead cross-functional teams and influence stakeholders without direct authority.
• Strong background in operational problem-solving and customer escalation management.
• Excellent communication, presentation, and relationship-building skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Preferred
• Experience supporting large national or global enterprise accounts.
• Experience with logistics, transportation, supply chain, mobility, barcode, RFID, warehouse automation, or field service technologies.
• Experience managing third-party service providers and outsourced support organizations.
• Contract management and customer commercial negotiation experience.
• Project or program management experience.

TYPICAL PERFORMANCE TARGETS

• SERVICE DELIVERY:         Sustained, measured excellence in project & process delivery
• COST TO SERVE:             Sustained, measured excellence in delivery efficiency with expected continuous improvement
• INNOVATION:                 Step changed delivery in safety, quality, and/or cost

LANGUAGE SKILLS

• Primary language used in daily operations is English. Additional primary company languages include Spanish, French, and Dutch.
• Read and interpret documents, procedure manuals and various correspondence from both internal and external.
• Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization.

SUPERVISION

• Role does require supervision of direct and indirect reports.

DECISION MAKING + REASONING

• Able to take accountability and responsibility for business target delivery and decision making.
• Possess a unique blend of business and technical savvy, a big-picture vision, and the drive to make that vision a reality.

WORKING RELATIONSHIPS

• Internal and External Customers

PHYSICAL REQUIREMENTS