Manager, Customer Service - Direct to Consumer, Runner Experience

Brooks Running • Seattle, WA

6d • $98,286 - $147,428 • Hybrid

About The Position

As the Runner Experience (REx) Manager at Brooks, you will lead, manage, and inspire the Direct-to-Consumer team. The role focuses on delivering a best-in-class customer experience that supports Brooks’ business model, core values, and corporate goals. You will develop customer service across traditional and emerging channels, including social media and online chat, and partner with peer managers and teams across the organization to establish standards and meet service-level agreements and productivity goals. You will plan staffing, training, and systems needs to scale with organizational growth, and work with eCommerce to align the Direct-to-Consumer team on strategic and tactical initiatives that create a Run Happy experience at every digital interaction.

You will lead people planning and development, set and monitor departmental goals, and foster a customer-obsessed culture focused on problem solving, continuous improvement, employee satisfaction, and strong performance. You will create a multi-year customer service strategy, establish success metrics, benchmark industry practices, improve service processes, and recommend technologies and operational changes. You will partner with eCommerce, Sales, Product, Digital Products, and other teams to elevate the Voice of the Runner and ensure operational excellence. The role also includes budget support, oversight of consumer projects, optimization of Direct-to-Consumer systems, development of AI service strategies, and participation in technology projects as an advocate for runners and Runner Experience.

The position is based at Brooks’ Seattle headquarters, with four days per week in the Seattle offices. The stated annual pay range is $98,286–$147,428, with base pay varying according to job-related knowledge, skills, and experience.

Requirements

• Bachelor’s degree in Business Administration or a related field, or an equivalent combination of education and years of experience in lieu of a degree.
• At least 7 years of experience in a customer service environment.
• Understanding of the mechanisms involved in providing both Wholesale and Direct customer service.
• Ability to understand and communicate technical concepts to a wide variety of audiences.
• Exceptional ability to respond positively to adverse situations.
• Excellent verbal and written communication skills, including effective listening and concise, clear communication.
• Excellent interpersonal skills and ability to build trust and effective working relationships across the company.
• Experience and comfort providing performance input and coaching for optimal performance.
• Demonstrated innovation and initiative, with a focus on improving products and processes and willingness to work through details and help where needed.
• Embraces and lives the Brooks values.

Nice To Haves

• At least 3 years of management and/or leadership experience.
• Knowledge of manufacturing and/or the footwear and apparel business, systems, and processes.
• Experience working in a global environment with colleagues from different cultures.

Responsibilities

• Partner with the REx Director and REx Leadership Team to establish departmental goals, direction, and priorities aligned with company culture and strategy; communicate goals and hold the team accountable.
• Create and manage a people-resource plan that provides cost-effective support for seasonal and changing business demands.
• Lead, motivate, and manage the Direct-to-Consumer Runner Experience team and support staff, including staffing, hiring, onboarding, training, delegation, and supervision.
• Build a customer-obsessed culture of problem solving and continuous improvement that creates a frictionless experience and communicates Brooks’ commitment to runners.
• Coach and develop the REx Direct To Runner Leadership Team, strengthen leadership capabilities, and build bench strength in individual functions.
• Promote employee retention and satisfaction and strong department performance against KPIs and customer surveys.
• Create and implement a multi-year customer service strategy for the Direct-to-Consumer support team.
• Determine success metrics, track progress, address roadblocks, and support achievement of strategic goals.
• Monitor consumer trends and competitor practices and implement customer service best practices.
• Recommend technologies and efficiency improvements that serve both the company and customers.
• Develop customer service across traditional and new contact channels, including social and online chat.
• Contribute to REx strategic plans by benchmarking industry data and recommending strategy updates.
• Create and execute action plans to achieve department objectives and production, productivity, quality, and customer service standards.
• Identify system and process changes, lead their implementation, and focus on problem resolution across the department.
• Develop contingency plans for complex customer service issues and proactively address negative service trends.
• Partner with eCommerce, Sales, and Product teams to ensure customer-facing operational excellence.
• Partner with eCommerce and Digital Products leaders to elevate the Voice of the Runner and prioritize work that creates a frictionless experience.
• Assist with developing and managing the annual department operating budget.
• Maintain expert knowledge of consumer systems, including ERP, OMS, WMS, and the website.
• Lead and supervise special consumer projects and programs as needed.
• Partner with Systems & Operations Support to optimize systems supporting the Direct-to-Consumer channel.
• Identify and implement AI strategies for excellent service delivery at scale.
• Set direction and priorities for each workstream and lead development of reporting on outcomes for the REx Director and other leaders.
• Ensure adequate support for systems that interact with Runner Experience or runners; maintain subject-matter-expert documentation and reporting, and lead development of system functionality and usage documentation.
• Guide Systems resources and support staff in creating business cases for new or enhanced technology.
• Participate in company technology projects as an advocate for runners and Runner Experience.

Benefits

• Medical, dental, vision, life and AD&D insurance, and disability insurance.
• HSA with employer contribution and FSA.
• Family and fertility assistance.
• 401K Savings Plan and match.
• Employee assistance program and transportation assistance.
• Five weeks of paid time off, eleven paid holidays, and paid sick and parental leave.
• Potential annual bonus based on company performance.
• Product discounts, employee recognition, fitness discounts, and volunteer and donation benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager