Customer Service Manager - eCommerce

Role Summary

We are seeking an eCommerce Customer Service Manager to lead service delivery and operations for Salomon's North American direct-to-consumer business. This role sits at the intersection of customer experience, eCommerce operations, and cross‑functional execution, responsible for translating day‑to‑day service performance into measurable business outcomes including customer satisfaction, retention, and repeat purchase behavior. We expect a strong understanding of the digital/eCommerce customer service landscape and the ability to help the organization scale service capability quickly as the business grows.

Operating within a matrixed global organization, this role requires both operational rigor and strategic thinking, with the ability to work collaboratively across regional and global teams while driving independent execution. The manager will develop a deep understanding of the  customer journey and leverage those insights to drive coordinated improvements across systems, processes, and service – acting as the connective tissue between the customer, the contact center, and the broader D2C organization.

• A generous PTO policy, plus 15 paid annual holidays and 2 floating holidays
• Half‑day Fridays for 6 months of the year
• An exceptional employee discount on all our products and sister brands (Arc’teryx, Armada, Atomic, Wilson)
• Powder Bell  powder days throughout the winter season
• Healthy Lifestyle Benefit designed to support your well‑being and active lifestyle
• Opportunities to engage in the community and with industry partners

• Lead day‑to‑day operations of the customer service team, ensuring consistent execution.
• Hire, coach, and develop direct reports, investing in their growth and fostering a culture of accountability and continuous improvement.
• Contribute to departmental strategy development in partnership with cross‑functional stakeholders, and lead execution against agreed priorities.
• Ensure effective onboarding and training of new employees.
• Maintain working knowledge of reporting tools, including SAP AFO / BI reporting, to support data‑driven decision‑making.
• Define and maintain SLAs and KPIs to track progress and identify trends.
• Lead business process reviews, translating results into actionable improvement plans. Identify operational opportunities that increase customer satisfaction, drive repeat purchase behavior, and improve the overall customer experience.
• Develop and maintain a scalable resource model that supports fast growth while protecting the customer experience and service quality.
• Partner with cross‑functional stakeholders to ensure processes and systems are designed to scale without degrading service levels.
• Lead competitive benchmarking and translate findings into regional service improvement priorities.

• Own the order flow from creation through delivery, ensuring customer satisfaction.
• Build strong relationships within the regional and global D2C organization.
• Manage post‑purchase operations including returns, exchanges, and refunds to ensure timely resolution and a seamless customer experience.
• Synthesize customer and customer‑service agent feedback into actionable insights, partnering with leadership to prioritize regional needs within the global D2C organization.
• Partner with the payment processor (Adyen) to implement and manage risk mitigation strategies addressing fraud, BOT activity, and card‑not‑present schemes.
• Lead team participation in system testing and cross‑functional projects to support platform enhancements and eCommerce operations.

The eCommerce Customer Service Manager is accountable for defining, monitoring, and improving a balanced set of customer service and eCommerce operations metrics, including (but not limited to):

• Customer Satisfaction (CSAT) and customer experience quality measures.
• Contact rate and contact drivers (volume, reasons, and deflection opportunities).
• Service Levels (SLA) including order transmission to DC, ship timeliness, and post‑purchase responsiveness.
• Payment performance including refund timeliness and…