Manager, Customer Service - Direct to Consumer, Runner Experience

Brooks Running • Seattle, WA

6d • Hybrid

About The Position

As the Runner Experience (REx) Manager at Brooks, you will lead, manage, and inspire the Direct-to-Consumer team. Your primary focus is to lead a customer-obsessed team that delivers best-in-class customer experience in support of Brooks’ business model, core values, and corporate goals. You will develop and drive customer service through traditional and new contact channels, including social and online chat, and partner with peer managers in Runner Experience and across the organization to establish standards and meet service-level agreements and productivity goals. You will lead planning for staffing, training, and systems as the organization grows, and work with the eCommerce team to align Direct-to-Consumer execution with strategic and tactical initiatives that deliver a Run Happy experience at every digital interaction.

The role leads people planning and development, customer service strategy, operational performance, and systems optimization for Direct-to-Consumer Runner Experience. It includes cross-functional partnerships with eCommerce, Digital Products, Sales, Product, Systems, and Operations; budget support; and advocacy for runners in company-wide technology projects. The position is based at Brooks’ Seattle headquarters and requires spending four days per week in the Seattle offices.

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.
• Ability to respond positively and effectively 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, including improving products and processes and willingness to work hands-on 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 work priorities aligned with Brooks’ culture and strategies; communicate goals, set demanding but achievable objectives, 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 staff planning, hiring, onboarding, training, delegation, and supervision.
• Build a customer-obsessed culture focused on problem solving, continuous improvement, frictionless service, and communicating Brooks’ commitment to runners.
• Coach and develop the REx Direct-to-Runner Leadership Team, strengthen leadership capability, and build bench strength as functions grow.
• Cultivate a high-retention, high-satisfaction culture and strong departmental performance against KPIs and customer survey results.
• Create and implement a multi-year customer service strategy for the Direct-to-Consumer support team, define success metrics, and track progress.
• Identify and mitigate roadblocks to strategic goals, monitor consumer trends and competitor practices, and apply customer service best practices.
• Recommend new technologies and ways to maximize efficiency while serving company and customer needs.
• Develop customer service across traditional and new contact channels, adapting to how runners communicate and engage.
• Contribute to REx strategic plans by benchmarking industry data and recommending strategy updates.
• Deliver department objectives through action plans and production, productivity, quality, and customer service standards.
• Identify system and process changes, lead their implementation, and create contingency plans for complex issues and negative service trends.
• Partner with eCommerce, Sales, and Product teams to ensure operational excellence for customers.
• Partner with eCommerce and Digital Products leadership to elevate the Voice of the Runner and prioritize work toward a frictionless Brooks experience.
• Assist with developing and managing the department’s annual operating budget in support of company goals and enterprise accountability.
• Maintain expert knowledge of core consumer systems, including ERP, OMS, WMS, and the website.
• Lead and supervise special consumer projects and programs as needed.
• Partner with the Systems & Operations Support Team to optimize systems supporting the Direct-to-Consumer channel.
• Identify and implement AI strategies for excellent service delivery at scale.
• Set clear priorities for systems workstreams, lead workstream reporting, and communicate outcomes to the REx Director and other leaders.
• Ensure adequate support for systems that interact directly with Runner Experience or runners.
• Maintain subject-matter-expert documentation and reporting for each area, and lead development of system functionality and usage documentation.
• Guide Systems resources and other support staff in developing business cases for new or enhanced technology.
• Participate in Brooks technology projects as an advocate for runners and Runner Experience.

Benefits

• Medical, dental, vision, life and AD&D insurance, and disability insurance.
• Health Savings Account (HSA) with employer contribution and Flexible Spending Account (FSA).
• Family and fertility assistance.
• 401K Savings Plan with employer 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