Manager, Customer Service - Direct to Consumer, Runner Experience

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.