Manager, Customer Service

ASICS is a sports and lifestyle company committed to promoting a sound mind and sound body through movement. The Ecommerce Customer Service Manager will oversee third-party customer service operations, lead specialists, establish quality and performance standards, and drive continuous improvement. The role will also analyze customer insights and collaborate cross-functionally to improve the omnichannel customer experience.

Responsibilities:

• Accountable for optimizing vendor performance and driving continuous improvement across all customer service operations
• Develop, implement, and regularly update comprehensive case handling guidelines, training curricula, and QA frameworks for third-party partners
• Lead QA strategy by designing, refining, and iterating on QA questions and scoring methodologies; conduct calibration sessions to ensure consistent performance evaluation
• Lead, mentor, and develop a team of Customer Service Specialists; set performance expectations, conduct regular coaching sessions, and drive accountability
• Oversee team monitoring and case handling review; provide strategic feedback and coaching to drive performance improvements and best practices adoption
• Establish and monitor KPIs across all customer service channels; track metrics, identify deviations, and implement corrective action plans
• Manage team budget, resource allocation, and staffing needs while collaborating with regional stakeholders to ensure operational efficiency and service level targets
• Foster a culture of continuous improvement and customer-centric thinking; identify platform anomalies and partner with technical teams on root cause solutions
• Identify systemic improvement opportunities and lead cross-functional initiatives with Marketing, Digital, Product, and Operations to optimize customer experience
• Monitor resolution reason reporting and trend analysis; escalate critical issues to cross-functional teams for resolution
• Adheres to all company policies and procedures
• Embodies and demonstrates company ethics and values
• Abides by all federal, state and local laws

Requirements:

• Ability to effectively motivate, engage and foster growth within direct reports
• Ability to hold themselves and direct reports accountable to a high standard of performance and results
• Demonstrated ability to lead, inspire, and develop high-performing teams in a customer service environment
• Strategic thinker skilled at solving complex problems through innovative solutions and cross-functional collaboration
• Advanced proficiency in data analysis and business intelligence; able to translate data into actionable insights and strategic recommendations
• Strong communication and interpersonal skills; able to influence stakeholders at all levels and build consensus across departments
• Able to articulate positions respectfully and persuasively, backed by analysis and evidence
• Possesses strong customer service acumen; demonstrates patience, empathy, critical thinking, and conflict resolution skills
• Able to manage multiple priorities in a fast-paced, dynamic environment while maintaining attention to detail
• Able to professionally navigate conflicts, manage diverse personalities, and foster psychological safety within the team
• Strategic mindset with ability to balance operational excellence with long-term vision
• Bachelor's degree in arts/sciences (BA/BS) in Business, Communications, Marketing, or related field or equivalent combination of education, training and work experience required
• 3-5 years' experience managing direct reports or equivalent training and experience required
• 7-9 years of customer service experience in a call center or contact center environment required
• 2-3 years of experience managing third-party service providers or vendor relationships required
• Advanced proficiency with Microsoft Suite (Outlook, Teams, Word, Excel, PowerPoint); expert-level ability to manipulate, analyze, and visualize data in Excel
• Proficiency with Salesforce Service Cloud required
• experience with additional CRM or customer service platforms preferred
• Experience with workforce management tools and customer service analytics platforms preferred