Director, Customer Engagement

This position is designated as a hybrid role based out of our headquarters near Portland, Oregon. The current expectation is for employees to work onsite four days per week, subject to change based on business needs. This in-office requirement may be adjusted at the discretion of the company.

ABOUT THE POSITION

The Director of Customer Engagement is a strategic operator and people leader responsible for modernizing how we work with our North America wholesale partners. This role elevates team capabilities, evolves the operating model, and strengthens the end‑to‑end ecosystem that connects wholesale customers, supply chain, fulfillment, planning, and digital tools.

This leader drives profitable, scalable growth by improving operational performance, enhancing customer experience, and creating win‑win solutions with wholesale partners. They influence across functions, lead cross‑company initiatives, and bring clarity, structure, and accountability to a complex, evolving environment.

Reporting to Supply Chain VP, this role is accountable for team capability development, customer operational outcomes, and the transformation of wholesale customer operations across the region.

HOW YOU’LL MAKE A DIFFERENCE

Wholesale Customer Experience & Partnership

• Build strong, trust‑based relationships with wholesale partners’ supply chain and buying teams

• Co‑create solutions that improve service, reduce cost, and strengthen operating margin

• Lead quarterly operational QBRs with Sales and key customer

• Develop and manage account specific service level agreements and performance scorecards

Cross‑Functional Leadership & Influence

• Drive alignment across Sales, Planning, Fulfillment, Distribution, Logistics, and Finance

• Influence without authority to drive adoption of new processes, tools, and behaviors

• Represent NA Customers operational needs within account plans and supply chain strategies

• Serve as the connective tissue between internal teams and customer teams

Operational Excellence & Ecosystem Performance

• Diagnose root causes across the order‑to‑delivery lifecycle and lead cross‑functional solutions

• Improve OTIF, fill rate, compliance, chargebacks, returns, and other wholesale KPIs

• Lead initiatives to modernize supply chain capabilities. (advance VAS, EDI/API, consolidation, transportation, and all other)

• Advance digital collaboration, automation, and self‑service tools across the ecosystem

Program Leadership & Transformation Delivery

• Lead cross‑functional programs from concept to execution with measurable outcomes

• Set clear goals, define milestones, and drive accountability across teams

• Remove roadblocks, manage risk, and ensure initiatives deliver service, cost, and customer satisfaction improvements

• Communicate progress and outcomes to senior leadership and external partners though an established rhythm of the business

Operating Model Evolution

• Deliver a modern operating model that scales, reduces friction, and improves service and profitability

• Bring structure and clarity where processes are fragmented, outdated, or ambiguous

• Redesign policy, roles, workflows, handoffs, and governance across internal teams and wholesale partners

• Lead Marketplace transformation within the broader Supply Chain Transformation roadmap

Team Leadership & Talent Development

• Develop a forward‑looking team strategy that aligns capabilities, roles, and skills with the future needs of the business

• Elevate team performance through coaching, clear expectations, and ongoing capability development

• Attract, develop, and retain talent that supports a modern, scalable wholesale operating model

• Foster a culture of accountability, clarity, collaboration, and continuous improvement

• Act as a change catalyst to meet evolving business needs

• Drives team engagement and promotes an inclusive work environment using effective communication, team building, and collaboration practices

YOU HAVE

• Bachelor’s degree in business, supply chain, or related field; advanced degree preferred.

• 10+ years of experience in wholesale operations, supply chain, customer operations, or related fields.

• 5+ years of people leadership experience, including developing teams and evolving organizational capabilities.

• Apparel/footwear or consumer goods industry experience strongly preferred.

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