Customer Service Manager - eCommerce

Customer Service Manager - eCommerce

Amer Sports is a global sporting goods company with internationally recognized brands including Salomon, Arc'teryx, Peak Performance, Atomic, and Wilson. Salomon, born in the French Alps, is committed to innovative design and passion for mountain sports, delivering performance-driven products.

Overview

We are seeking an eCommerce Customer Service Manager to lead service delivery and operations for Salomon's North American direct-to-consumer business. This role sits at the intersection of customer experience, eCommerce operations, and cross-functional execution, responsible for translating day-to-day service performance into measurable business outcomes including customer satisfaction, retention, and repeat purchase behavior. This role requires a strong understanding of the digital/eCommerce customer service landscape and the ability to scale service capabilities quickly as the business grows. Operating within a matrixed global organization, this role requires both operational rigor and strategic thinking, with the ability to work collaboratively across regional and global teams while driving independent execution. The eCommerce Customer Service Manager is a people-first leader who will develop a deep understanding of the Salomon.com customer journey and leverage those insights to drive coordinated improvements across systems, processes, and service.

What Makes This a Great Place to Work & Play:

• Hybrid work schedule
• Generous PTO policy, plus 15 paid annual holidays and 2 floating holidays
• Half-day Fridays for 6 months of the year
• Exceptional employee discount on all our products and sister brands
• “Powder Bell” powder days throughout the winter season
• Healthy Lifestyle Benefit
• Opportunities to engage in the community and with industry partners

Essential Duties & Responsibilities

Leadership & Team Management

• Lead day-to-day operations of the customer service team, ensuring consistent execution.
• Hire, coach, and develop direct reports, fostering accountability and continuous improvement.
• Contribute to departmental strategy and lead execution against agreed priorities.
• Ensure effective onboarding and training of new employees.
• Maintain working knowledge of reporting tools (SAP AFO / BI reporting) for data-driven decision-making.

Strategy & Continuous Improvement

• Define and maintain SLAs and KPIs to track progress and identify trends.
• Lead business process reviews and develop actionable improvement plans.
• Identify operational opportunities to increase customer satisfaction, drive repeat purchase behavior, and improve the overall customer experience.
• Develop and maintain a scalable resource model that supports fast growth while protecting customer experience.
• Partner with stakeholders to ensure scalable processes and systems.
• Lead competitive benchmarking and translate findings into regional service improvement priorities.

Customer Service & eCommerce Operations

• Own the order flow from creation through delivery, ensuring customer satisfaction.
• Build strong relationships within the regional and global D2C organization.
• Manage post-purchase operations (returns, exchanges, refunds) for timely resolution.
• Synthesize customer and agent feedback into actionable insights.
• Partner with the payment processor (Adyen) to implement and manage risk mitigation strategies (fraud, BOT activity).
• Lead team participation in system testing and cross-functional projects.

Key Performance Indicators

• Customer Satisfaction (CSAT) and customer experience quality.
• Contact rate and contact drivers (volume, reasons, deflection opportunities).
• Service Levels (SLA) including order transmission, ship timeliness, and post-purchase responsiveness.
• Payment performance (refund timeliness, operational accuracy).
• Fraud and risk outcomes (fraud rate, chargebacks, BOT activity).

Required Education & Experience

• Bachelor’s degree or equivalent experience.
• Minimum 5 years of experience in customer service, preferably within a digital or eCommerce environment.
• Minimum 2 years of experience leading, coaching, and training a team.
• Demonstrated ability to build cross-functional relationships and collaborate with business leadership.
• Proficiency in Salesforce Service Cloud and Microsoft Office; familiarity with order management and CX platforms a plus.

Additional Considerations

• Experience leveraging AI or automation tools to improve customer service workflows.
• Experience managing customer service operations during peak seasonal demand.
• Familiarity with fraud and risk management tools.

Supervisory Responsibilities

• Directly manage 2-4 team members and coordinate with contact center leadership.
• Responsibilities include interviewing, hiring, training, planning, assigning work, appraising performance, rewarding, providing feedback, addressing concerns, and resolving problems.