Digital CX Specialist, Armada

Amer Sports•Park City, UT

About The Position

Amer Sports is a dynamic, global sports company offering passionate achievement-oriented professionals the chance to succeed and flourish in an international environment. Our globally recognized brands include Arc’teryx, Salomon, Wilson, and Atomic. We are a company where ambitious, competent and motivated people can make their mark. All our team members are ready to strive for the best of the company and to win together. Just like our customers, we are dedicated to an active lifestyle and sports. Join us. We are currently seeking a Digital CX Specialist for our Armada brand and team. This individual will ensure Armada delivers clear, confident, and consistent customer experience by owning customer-facing ecommerce content, service enablement, and post-purchase workflow integrity. They will own the customer experience preparedness and operational integrity across e-commerce and service channels and will not own marketing execution.

Requirements

2–4 years in ecommerce, customer service, or digital operations
A bachelor’s degree in a business-related field or equivalent work experience in lieu of degree may be considered.
Customer service platforms and workflows
Ecommerce order and returns systems
Documentation and training development
Strong written communication
Fluent English; German or French a plus
Customer-first mindset
Attention to detail
Clear communication
Problem-solving
Process discipline

Nice To Haves

DTC experience preferred
Experience in the sports & outdoor business; retail, manufacturing, or etail.

Responsibilities

Own FAQs, shipping, returns, warranty, and policy content across .com.
Maintain configuration and accuracy of transactional flows and customer communications.
Manage reviews and social DMs related to ecommerce and product inquiries.
Ensure clarity, compliance, and seasonal readiness of all customer-facing ecommerce content.
Create and maintain product and seasonal training materials for CS teams.
Ensure CS readiness for launches, new categories, and site changes.
Define and maintain service quality standards and documentation.
Support structured onboarding and knowledge transfer processes.
Manage post-purchase escalations and document resolutions.
Partner with service providers to protect workflow integrity across fulfillment and returns.
Identify friction points in transactional processes and propose improvements.
Support configuration of returns workflows and CX tools in partnership with vendors.
Collect and synthesize customer feedback from CS, DMs, reviews, AI chatbots, and surveys.
Translate feedback into actionable improvements across merchandising, marketing, and operations.
Surface recurring issues tied to product data, presentation, or policy gaps.