Runner Experience Manager - D2C CX & Growth

Brooks Running; Seattle (WA); On-site; USD 98,000 - 147,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Paid time off and holidays

Annual bonus opportunity

Employee product discounts

Seattle HQ in-office four days a week

Job summary

Brooks Running is seeking a Runner Experience Manager to lead the Direct-to-Consumer REx team, shaping customer support across channels and ensuring alignment with Brooks' values and strategic goals.

You will drive staffing, training, and system needs, partner across the organization, and uphold service standards while delivering Run Happy experiences to runners in every digital interaction.

Qualifications

• Bachelor’s degree in Business Administration or related field required.
• 7+ years in a customer service environment.
• 3+ years of management/leadership experience preferred.
• Experience delivering Wholesale and Direct customer service.
• Able to communicate technical concepts to diverse audiences.
• Strong collaboration across departments and cultures.

Responsibilities

• Lead and inspire the Direct-to-Consumer REx team to deliver best-in-class customer experience.
• Develop staffing, training, and system plans to scale with growth.
• Set and monitor SLAs and productivity goals in collaboration with leadership.
• Partner with eCommerce, Sales, and Product teams to ensure operational excellence.
• Drive a culture of customer obsession and continuous improvement.

Skills

People management

Leadership

Staff planning

Customer service

Cross-functional collaboration

Strategic planning

Communication

Education

Bachelor’s degree in Business Administration

Tools

ERP systems

OMS/WMS

Job description

Brooks Running is seeking a Runner Experience Manager to lead the Direct-to-Consumer REx team, shaping customer support across channels and ensuring alignment with Brooks' values and strategic goals.

You will drive staffing, training, and system needs, partner across the organization, and uphold service standards while delivering Run Happy experiences to runners in every digital interaction.