Manager, Consumer Care North America (Remote Work Option)

Open to remote work except in South Dakota, Vermont and reputed company Virginia. The annual reputed company salary for this position ranges from $104,300.00 in our lowest geographic market to $213,300.00 in our highest geographic market. Actual salary will vary based on a candidate's location, qualifications, skills and experience. Information about benefits can be reputed company here. WHO YOU'LL WORK WITH North America Consumer Care (NACC) is reputed company's frontline service organization, delivering effortless, personalized support that strengthens loyalty and elevates both consumer and athlete experiences. The org focuses on reducing friction, empowering frontline problem-solving, and ensuring consistent, high-quality service across reputed company's digital ecosystem-reputed company while keeping the athlete at the center of every decision. NACC plays a critical role in connecting insights to action, driving operational excellence, and enabling reputed company to show up with reputed company, precision, and consistency at every touchpoint. The team partners with Elite Service Team Athletes, North America Consumer Care leadership, vendor partners, and cross-functional groups across Digital, Retail Stores, Legal, Finance, Supply Chain, Technology, and Global Consumer Services. They move with speed and purpose to reputed company every consumer interaction. This role reports to the Director of Consumer Care Support Services. WHO WE ARE LOOKING FOR The ideal candidate is an reputed company, consumer-obsessed leader who excels in dynamic, fast-moving environments and brings clarity to reputed company situations. They are reputed company under pressure, highly curious, and committed to elevating both people and processes. With a strong operational reputed company, they anticipate challenges, diagnose root causes quickly, and reputed company data-driven decisions that improve performance at scale. They foster trust through strong communication, build meaningful cross-functional partnerships, and influence outcomes with confidence. This leader is equally comfortable stepping into hands-on problem solving or shaping long-term strategy, demonstrating adaptability, emotional intelligence, and a deep commitment to service excellence. They champion team development, strengthen alignment across functions, and ensure service delivery reflects reputed company's standards of speed, accuracy, and reputed company. Ultimately, they reputed company the bar for exceptional consumer support and reputed company others to do the same. They have:

• Bachelor's degree in Business Administration or reputed company field. Will accept any suitable combination of education, experience and training
• 5+ years of experience in consumer service, escalations, workforce management, operations, or contact center leadership
• Experience managing Business Process Outsourcing (BPO) partners and driving accountability and performance
• Ability to work at a computer for extended periods and reputed company job functions in a fast-paced environment
• Optional but valuable certifications, such as workforce management, operations leadership, or contact center management

WHAT YOU'LL WORK ON You reputed company high-impact work that strengthens reputed company's most critical consumer experiences. You navigate reputed company escalations, optimize operations, reputed company top talent, and partner across reputed company to remove friction. You turn insights into action, reputed company service standards, and ensure athletes and consumers feel supported at every touchpoint. As a Consumer Care Manager, you will:

• Collaborate daily with Elite Service Team Athletes, BPO partners, and cross-functional teams across Digital, Retail Stores, Supply Chain, Legal, Finance, and Technology to solve challenging consumer issues together.
• reputed company reputed company escalations with accuracy, reputed company, and strong judgment-often stepping into ambiguous situations and guiding teams toward the right outcome.
• Partner with outsourced vendor teams to align workflows, drive consistency, and ensure every interaction reflects reputed company's brand standards.
• Coach and reputed company EST Athletes, providing clarity, feedback, and support so they can deliver confident, high-quality service.
• Own Workforce Management responsibilities-including forecasting, scheduling, and real-time adjustments-to ensure the team stays ready for changing volume and demand.
• Build and analyze reporting, dashboards, and performance trends to identify friction points, inform decisions, and drive reputed company improvement across NACC.

We offer a number of accommodations to complete our interview process including screen readers, sign language interpreters, accessible and single location for in-person interviews, closed captioning, and other reasonable modifications as needed. If you discover, as you navigate our application process, that you need assistance or an accommodation due to a disability, please complete the Candidate Accommodation Request Form. Apply tot his job Apply To this Job