Customer Service Manager - eCommerce

Company Description

Amer Sports is a sporting goods company with internationally recognized brands including Salomon, Arc’teryx, Peak Performance, Atomic and Wilson.

“The Mountain Sport Company”, Salomon was born in 1947 in the heart of the French Alps and the birthplace of modern alpinism. Salomon’s commitment to innovative design and passion for mountain sports created a vast range of revolutionary new concepts in bindings, boots, skis and apparel for both Alpine and Nordic skiing and brought innovative solutions to footwear, apparel and equipment for snowboarding, adventure racing, mountaineering, hiking, trail running, and many other sports.

Through performance driven design, Salomon delivers innovation and progression to mountain sports; converting new ideas into action and expanding the limits of possibility. Salomon’s heritage, culture, and commitment are tied together by one simple concept: the world’s leading mountain people creating the world’s leading mountain products. Salomon is responsibly committed towards the outdoor through its sustainability program. Diversity is one of Salomon’s five values, therefore we are committed to creating an inclusive environment for all.

Salomon is headquartered in Annecy, France.

Job Description

POSITION TITLE: Customer Service Manager - eCommerce

REPORTS TO: Director, Customer Service

BUSINESS AREA:  Customer Service

LOCATION: Ogden, Utah

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 is expected to bring a strong understanding of the digital/eCommerce customer service landscape and to help the organization scale service capability 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 - acting as the connective tissue between the customer, the contact center, and the broader D2C organization.

WHAT MAKES THIS A GREAT PLACE TO WORK & PLAY: 

• Hybrid work schedule 

• A generous PTO policy, plus 15 paid annual holidays and 2 floating holidays 

• Half-day Fridays for 6 months of the year  

• An exceptional employee discount on all our products and sister brands (Arc’teryx, Armada, Atomic, Wilson)  

• “Powder Bell” powder days throughout the winter season 

• Healthy Lifestyle Benefit designed to support your well-being and active lifestyle 

• Opportunities to engage in the community and with industry partners  

ESSENTIAL DUTIES & RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily:

Leadership & Team Management

• Lead day-to-day operations of the customer service team, ensuring consistent execution.
• Hire, coach, and develop direct reports, investing in their growth and fostering a culture of accountability and continuous improvement.
• Contribute to departmental strategy development in partnership with cross-functional stakeholders, and lead execution against agreed priorities.
• Ensure effective onboarding and training of new employees.
• Maintain working knowledge of reporting tools, including SAP AFO / BI reporting, to support data-driven decision-making.

Strategy & Continuous Improvement

• Define and maintain SLAs and KPIs to track progress and identify trends.
• Lead business process reviews, translating results into actionable improvement plans. Identify operational opportunities that 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 the customer experience and service quality.
• Partner with cross-functional stakeholders to ensure processes and systems are designed to scale without degrading service levels.
• Lead competitive benchmarking a