Sr. Manager, Consumer Customer Service

LaCrosse Footwear•Portland, OR

17h•Remote

About The Position

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed, as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. POSITION SUMMARY: As Sr Manager, Consumer Customer Service, you will define and lead the consumer customer service and experience strategy for Danner and LaCrosse. This is a leadership position for someone who understands that world-class customer service is a brand differentiator, a revenue driver, and a reflection of the quality, empathy, and attention to detail our customers expect from every interaction with our brands. You will build and own an internally developed service culture that empowers our team to deliver experiences as exceptional as the products we make. Working cross-functionally with our Ecommerce, Retail, Brand Marketing, Operations and Product teams, and leveraging modern tools including AI, analytics, and automation, you will lead the transformation of our consumer service operation into a strategic advantage. This position reports to the VP, Direct to Consumer.

Requirements

7 + years of progressive experience in customer service, customer experience, or consumer support operations, with at least 5 years in a management or senior leadership capacity.
Demonstrated success building or transforming a customer service function, not just maintaining one. Prior experience developing a service culture from the ground up is strongly valued.
Deep understanding of modern customer experience strategy, including the principles behind service-culture frameworks and what makes the greatest companies legendary, with the ability to translate those principles into a culture that is authentically owned by our organization.
Hands-on experience evaluating and deploying AI and automation tools in a customer service environment. You understand where technology accelerates great service and where human judgment and empathy remain irreplaceable.
Strong analytical mindset with experience using data to drive decisions. Proficiency with service analytics, customer data platforms, and reporting tools to measure performance, identify trends, and make the business case for investment.
Experience managing omnichannel service operations across phone, email, chat, social media, and self-service, ideally for a premium consumer brand.
Prior experience with customer service platforms such as Zendesk, Salesforce Service Cloud, or equivalent, and familiarity with CRM, social listening, and workforce management tools.
Track record of recruiting, coaching, and developing high-performing service teams. You lead with empathy, set high standards, and create environments where people do their best work.
Ability to collaborate cross-functionally, gather input from others, create plans, and sell them effectively to stakeholders at all levels.
Excellent writing, communication, and presentation skills. Generous communication style with minimal ego.
Proficiency working remotely using collaboration platforms such as Teams, Slack, Zoom, and similar tools.
Self-directed, self-motivated, and comfortable with the ambiguity that comes with building something new.
Bachelor's degree in business, communications, or a related field.
Must be willing to conduct oneself in accordance with LFI's Core Values.

Nice To Haves

Experience in the outdoor, footwear, apparel, or premium consumer goods industry is a strong advantage.

Responsibilities

Own the vision, strategy and day-to-day leadership of the consumer customer service function, with the mandate to elevate service as a core brand differentiator for Danner and LaCrosse.
Develop and embed an internally owned service culture grounded in a clear customer experience vision-a shared definition of outstanding service that aligns hiring, training, empowerment, and performance management across the team.
Champion the voice of the customer across the organization. Advocate relentlessly for the end consumer and collaborate cross-functionally to identify friction points in the customer journey and drive improvements.
Set and manage department-level service goals tied to business outcomes including customer satisfaction (CSAT), Net Promoter Score (NPS), first-contact resolution, and customer lifetime value.
Lead the evaluation, implementation, and optimization of AI-powered tools-including intelligent chatbots, automated workflows, and agent-assist technology-to improve speed, consistency, and scalability while preserving the human connection that defines premium service.
Own the technology roadmap for customer service platforms (Zendesk, CRM, social listening tools, etc.), ensuring our systems enable seamless omnichannel support across phone, email, chat, social media, and emerging channels.
Build and maintain a robust analytics and reporting practice. Use data to identify trends, forecast staffing needs, surface experience issues, and measure the effectiveness of service initiatives.
Recruit, develop, and retain a high-performing service team. Foster an environment of continuous learning, coaching, and empowerment where team members are trusted to make the right decisions for the customer in real time.
With the support of team leads, manage daily operations including scheduling, workload balancing, quality assurance, and performance coaching. Monitor customer interactions for coaching opportunities and ensure consistency with our service standards.
Design and manage onboarding, training, and ongoing development programs that build deep product knowledge, brand fluency, and the soft skills essential to delivering empathetic, solutions-oriented service.
Partner with Ecommerce, Retail, and Brand Marketing leadership to ensure the service experience is aligned with seasonal campaigns, product launches, and broader go-to-market strategies.
Collaborate with Quality, Operations and Ecommerce teams to create a closed feedback loop-channeling customer insights into product improvements, operations improvements, warranty process enhancements, and content/tools that reduce contact volume.
Prepare and manage the departmental budget, including staffing, technology, and vendor costs, with a focus on optimizing cost-to-serve without compromising quality.
Stay current with emerging trends in customer experience, AI, and service operations. Bring a forward-looking perspective to leadership and continuously challenge the team to evolve.