Direct-to-Consumer Customer Experience Manager

Applied Labs; Seattle (WA); On-site; USD 90,000 - 130,000; Full time

Job summary

Brooks in Seattle seeks a Runner Experience (REx) Manager to lead the Direct-to-Consumer REx Team, delivering best-in-class customer experience across digital interactions and traditional channels. You will partner with cross-functional teams to set SLAs, standards, and scale staffing, training, and systems to support growth.

You will drive customer service through social, online chat, and other channels, shaping standards to align with our Run Happy brand and company values.

Responsibilities

• Lead the Direct-to-Consumer REx Team to deliver best-in-class customer experience across traditional and new contact channels (social, online chat, etc.).
• Partner with Runner Experience peers and eCommerce to establish standards, SLAs, and productivity goals.
• Plan staffing, training, and system needs to scale with company growth while aligning with Run Happy principles.

Job description

Brooks in Seattle seeks a Runner Experience (REx) Manager to lead the Direct-to-Consumer REx Team, delivering best-in-class customer experience across digital interactions and traditional channels. You will partner with cross-functional teams to set SLAs, standards, and scale staffing, training, and systems to support growth.

You will drive customer service through social, online chat, and other channels, shaping standards to align with our Run Happy brand and company values.