Runner Experience Lead - Direct-to-Consumer Support

Brooks Running; Seattle (WA); Vor Ort; USD 98.000 - 147.000; Vollzeit

Benefits dieser Stelle

Product discounts

Employee recognition

Fitness discounts

Volunteer benefits

Transportation assistance

Paid time off

Zusammenfassung

Brooks Running seeks a Runner Experience (REx) Manager to lead the Direct-to-Consumer REx Team, delivering best-in-class customer experiences across channels. You will partner with Brooks’ eCommerce and product teams to scale services in line with company goals and the Run Happy strategy.

The role emphasizes staffing, training, and process improvements to sustain growth. Based at Brooks Seattle HQ, this leadership position requires a customer-obsessed mindset, strong cross-functional

Qualifikationen

• Bachelor’s degree in Business Administration or related field.
• 7+ years of experience in a customer service environment.
• 3+ years of management and/or leadership experience.
• Understanding of Wholesale and Direct customer service mechanisms.
• Ability to communicate technical concepts clearly to varied audiences.
• Excellent verbal and written communication, with strong listening.
• Experience in a global environment with diverse cultures.

Aufgaben

• Lead and manage the Direct-to-Consumer Runner Experience team and staff.
• Develop multi-year customer service strategy and success metrics.
• Align with eCommerce, Sales, and Product teams for operational excellence.
• Identify and implement technologies to improve service delivery at scale.
• Oversee staffing, training, and system needs to scale with growth.
• Maintain SME documentation and provide clear reporting to leadership.

Kenntnisse

Customer service leadership

Staff planning

Coaching & development

Cross-functional collaboration

Communication skills

Problem solving

Global experience

Ausbildung

Bachelor's degree in Business Administration

Tools

ERP systems

OMS

WMS

Website systems

Jobbeschreibung

Brooks Running seeks a Runner Experience (REx) Manager to lead the Direct-to-Consumer REx Team, delivering best-in-class customer experiences across channels. You will partner with Brooks’ eCommerce and product teams to scale services in line with company goals and the Run Happy strategy.

The role emphasizes staffing, training, and process improvements to sustain growth. Based at Brooks Seattle HQ, this leadership position requires a customer-obsessed mindset, strong cross-functional