Manager, Customer Service

Who We Are:

At Brooks, we believe movement is the key to feeling more alive. That’s why we’re driven to create gear and experiences that take people to the place that makes them feel more alive — whether it’s a headspace, a feeling, or a finish line. 

Everyone who works at Brooks is propelled by a company culture that sparks excitement, fuels collaboration, inspires creativity, and ignites innovation.

Our brand values help bond us together and drive our success:  

• Runner First
  • We act in the best interest of the runner
• Word is Bond 
  • We do what we say we’ll do 
• Champion Heart 
  • We give our all in everything we do  
• There is no “I” in Run 
  • We stay generous with our humanity 
• Keep Moving 
  • We find ways to move every day, because joy is kinetic!

We welcome everyone from every walk of life looking to inspire others through the power of movement - because we’re all moving towards something. Let’s run there.   

Your Job:

As the Runner Experience (REx) Manager at Brooks, you will lead, manage, and inspire the Direct-to-Consumer team. Your primary focus is leading the customer-obsessed Direct-to-Consumer REx Team to deliver best-in-class customer experience in support of our business model, core values, and corporate goals. You will develop and drive customer service through traditional and new contact channels (social, online chat, etc.) and partner with peer managers in Runner Experience and across the organization to establish standards and ensure service level agreements (SLAs) and productivity goals are met. You lead the planning of staffing, training and system needs to scale with the growth of the organization. You will work in concert with the eCommerce team to ensure Direct-to-Consumer team alignment in executing strategic and tactical initiatives to deliver a Run Happy experience for runners at every digital interaction.

Responsibilities:

PeopleManagement

Customer Service Leadership

Systems Management

Qualifications:

Compensation: The pay range for this position, based out of the Brooks Seattle HQ, is $98,286 - $147,428 per year. Base pay offered will vary depending on job-related knowledge, skills, and experience. 

Other:

Brooks is proud to offer a robust benefits package to our employees and their families!

Benefits - Including medical, dental, vision, life and AD&D insurance, disability insurance, HSA and employer contribution, FSA, family & fertility assistance, 401K Savings Plan and match, employee assistance program, and transportation assistance.
Paid Time Off - Brooks offers generous time off, including five weeks of paid time off, eleven paid holidays, and paid sick and parental leave.
Bonus - In addition to base pay, Brooks employees may also be offered an annual bonus based on company performance.
Perks - Including product discounts, employee recognition, fitness discounts, volunteer and donation benefits. 
 
Location - You will spend 4 days per week in our Seattle offices, as we believe our organization flourishes when connections, collaboration, creativity, problem-solving, and celebrations happen in person.

At Brooks, we celebrate diversity & equity. We are committed to creating an inclusive environment, and encourage people of all backgrounds, perspectives, experiences, and skills to apply. Brooks is proud to be an equal employment opportunity employer. All employment decisions are made without regard to race, religion, creed, color, national origin, age, sex, gender, gender identity or expression, two-spirit identity, sexual orientation, genetic information, the presence of a physical, mental, or sensory disability, marital status, pregnancy (including childbirth and related conditions), caste, citizenship or immigration status, honorably discharged veteran or military status, actual or perceived victims of domestic violence, harassment, sexual assault or stalking, HIV or Hepatitis C infection, political ideology, use of a trained service animal by a person with a disability, or on any other basis protected by federal, state, or local law, or any other non-merit based factors.

Bachelor’s degree in Business Administration or related field; equivalent combination of education and years of experience can be considered in lieu of degree(s)
7+ years of experience in a customer service environment required
3+ years of management and/or leadership experience preferred
Understanding of the mechanisms involved in providing both Wholesale and Direct customer service
Ability to understand and communicate technical concepts to a wide variety of audiences
Exceptional ability to positively deal with adverse situations
Knowledge of manufacturing and/or the footwear and apparel business, systems, and processes helpful
Experience working in a global environment with colleagues from different cultures
Excellent verbal and written communication skills, demonstrating effective listening through concise, clear verbal and written communication
Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company
Experience and comfort with providing performance input and coaching for optimal performance
Demonstration of innovation and initiative – always looking at improving our products and processes while also displaying a willingness to dive into the details and help wherever necessary
Embraces and lives the Brooks values!
Compensation: The pay range for this position, based out of the Brooks Seattle HQ, is $98,286 - $147,428 per year. Base pay offered will vary depending on job-related knowledge, skills, and experience.