Customer Experience Lead: Elevate Journeys & Winbacks

Columbia Sportswear Company; Nellie (OH); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401k with company match

Medical insurance

Dental insurance

Vision insurance

Life Insurance

Disability insurance

Flexible Spending Accounts

Health Savings Account

Employee Assistance Program (EAP)

Job summary

Columbia Sportswear Company is seeking a Customer Experience Lead for the eCommerce team, supporting US/Canada sites and the Customer Care Center. You will resolve escalations, optimize the customer journey, and drive improvements across channels and brands.

The role emphasizes proactive recommendations for improvements, cross-functional collaboration with Leadership and Training, and strengthening consumer experiences while supporting net revenue goals.

Qualifications

• Proficient with Microsoft Office applications (Excel, Word, PowerPoint, SharePoint, and Outlook).
• Solutions-oriented with strong, creative critical-thinking skills.
• Able to provide top-tier solutions for escalated customer interactions.
• Able to troubleshoot, problem-solve, make logical decisions, and set priorities.
• Able to work effectively under pressure.

Responsibilities

• Provide timely answers and support for complex questions and inquiries across channels.
• Handle executive escalations and formal complaints.
• Promote customer retention through strategic win-back initiatives.
• Identify gaps in agent knowledge and partner with Leadership, Quality, and Training to address training needs.
• Mentor colleagues and participate in department and company projects.

Skills

Microsoft Office

Critical thinking

Escalation handling

Decision making

Under pressure

Education

High school diploma or equivalent

Tools

NICE inContact

Job description

Columbia Sportswear Company is seeking a Customer Experience Lead for the eCommerce team, supporting US/Canada sites and the Customer Care Center. You will resolve escalations, optimize the customer journey, and drive improvements across channels and brands.

The role emphasizes proactive recommendations for improvements, cross-functional collaboration with Leadership and Training, and strengthening consumer experiences while supporting net revenue goals.