Manager, Customer Service - Direct to Consumer, Runner

At Brooks, we believe movement is the key to feeling more alive. That’s why we’re driven to create gear and experiences that take people to the place that makes them feel more alive — whether it’s a headspace, a feeling, or a finish line.

Everyone who works at Brooks is propelled by a company culture that sparks excitement, fuels collaboration, inspires creativity, and ignites innovation.

Our brand values help bond us together and drive our success:

• Runner First
  • We act in the best interest of the runner
• Word is Bond
  • We do what we say we’ll do
• Champion Heart
  • We give our all in everything we do
• There is no “I” in Run
  • We stay generous with our humanity
• Keep Moving
  • We find ways to move every day, because joy is kinetic!

We welcome everyone from every walk of life looking to inspire others through the power of movement - because we’re all moving towards something. Let’s run there.

As the Runner Experience (REx) Manager at Brooks, you will lead, manage, and inspire the Direct-to-Consumer team. Your primary focus is leading the customer-obsessed Direct-to-Consumer REx Team to deliver best-in-class customer experience in support of our business model, core values, and corporate goals. You will develop and drive customer service through traditional and new contact channels (social, online chat, etc.) and partner with peer managers in Runner Experience and across the organization to establish standards and ensure service level agreements (SLAs) and productivity goals are met.

You lead the planning of staffing, training and system needs to scale with the growth of the organization. You will work in concert with the eCommerce team to ensure Direct-to-Consumer team alignment in executing strategic and tactical initiatives to deliver a Run Happy experience for runners at every digital interaction.

• Partner with REx Director and REx Leadership Team to create departmental goals, direction, and work priorities in alignment with our culture: share vision of goals with employees; set achievable but demanding objectives linked to key strategies and hold the team accountable for attainment.
• Create and manage a people resource plan that provides appropriate and cost-effective support to meet the needs of seasonal or evolving business demands.
• Lead, motivate, and manage the Direct-to-Consumer Runner Experience team and support staff. Develop, delegate, and report on staff planning, hiring, onboarding, training, and supervision.
• Create a culture of customer obsession, driving a consistent environment of problem solving and continuous improvement, creating a frictionless experience and communicating our commitment to runners.
• Responsible for coaching and development of REx Direct To Runner Leadership Team to develop strong leadership skills in alignment with Connect Principles. Develop bench strength in individual functions including building leadership capability as functions grow.
• Cultivate a winning culture measured by high retention and employee satisfaction per our annual Cultural Strengths survey, resulting in superior performance as measured by department KPIs and Customer surveys.

• Create and implement multi-year customer service strategy for the Direct-to-Consumer support team.
• Determine appropriate success metrics and ensure consistent progress toward achieving goals. Identify and mitigate internal and external roadblocks encountered and respond appropriately to ensure success in reaching strategic goals.
• Keep pace with consumer trends and competitor practices to inform our service standards and continuously implement best practices across our teams.
• Recommend new technologies and provide alternatives/suggestions of how to best maximize…