Manager, eCommerce Customer Care

ABOUT THE POSITION 

The Manager, eCommerce Customer Care leads and manages specialty teams within Customer Care. Provides day-to-day operational management and support to supervisors and teams. Conducts quality evaluations, identifies potential consumer pain points, and recommends improvements to current practices based on trends in customer engagement and experience.  Updates the process and determines short-term goals. 

HOW YOU’LL MAKE A DIFFERENCE 

• Translates company strategy into functional and team goals, monitors progress, removes barriers, and identifies and allocates resources. Acts as a change catalyst to meet evolving business needs. This may include organizational, financial, and labor/cost management.  

• Lead the Consumer Relations team (Winback, Customer Q&A, Executive escalations, etc).

• Enhance the Winback program to further improve brand experience.

• Facilitate better partnership on roadmaps and deliveries, improving requirement gathering and building quality.

YOU ARE 

• Experienced in driving team engagement and promotes an inclusive work environment using effective communication, team building, and collaboration practices. 

• Experienced managing a team with multiple direct reports, typically higher-level agents, individual contributors, or entry level professional level roles

• An experienced leader that creates a high-performance culture by setting clear performance objectives, providing ongoing feedback, holding self and team members accountable to performance standards, and developing talent to build new skills and capabilities.

YOU HAVE 

• A minimum of 5 years of functional experience

• Bachelor’s or master’s degree, or equivalent experience.

• Experience managing vendors

• The ability to work early morning or late evening, and weekend shifts during peak season. 

• The ability to Communicate & Influence: Guides influence and persuades others either internally and externally; converts technical information to compelling business context and advice.

• Excellent Problem-Solving skills that Identify and resolves technical, operational and organizational problems; considers multiple sources of information to identify the best course of action for teams managed. Guided by policies, resource requirements, budgets, and the area business plan.

Personal Hashtag

• #LI-RM1

Work Model

• #Onsite

This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company. 

Columbia Sportswear is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The Know Your Rights poster is available here: https://www.eeoc.gov/poster The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_ English_formattedESQA508c.pdf Columbia Sportswear is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please notify your recruiter.

At Columbia Sportswear Company, we’re proud to offer regular full-time employees a benefits package that includes a variety of services and products to help make your life and work more rewarding. Our benefit programs contribute to overall employee well-being by aligning those programs with the fundamental elements of well-being: physical, social/emotional, financial, career and community. Benefits that can protect your family’s financial future and help you save money through our 401k plan plus a generous company match. Columbia offers medical, dental, vision, life Insurance, disability, flexible spending accounts, health savings account, and an assortment of voluntary benefit offerings (accident, critical illness, hospital indemnity, and legal services). In addition, Columbia offers EAP which is free and confidential 24/7/365 counseling services. We have extensive wellness benefits, employee discounts and a generous time off program available.

If you need an accommodation/adjustment to successfully complete and submit your application, please reach out to AskHR@columbia.com with the Subject: Applicant Assistance Requested.