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Manager, Competitive Cyclist Gearhead Operations
CSC GenerationSalt Lake City, United Statesfull_timeVerifiedPosted 20 Jun 2025
About the role
At Backcountry, our mission is to connect people to their passions. Our four online stores—Backcountry, Competitive Cyclist, MotoSport and, SteepandCheap—aim to supply our customers with the gear, knowledge, and inspiration necessary to get out there and chase down life’s greatest moments. We do this by providing the biggest and best assortment of premium outdoor products, superior shopping experience, personalized Gearhead expertise, lightning-fast and accurate fulfillment, and inspirational, informative, and community-centered content.
The Gearhead Operations Competitive Cyclist Manager is the driving force for positive influence to our Competitive Cyclist Gearhead team. You’llbe responsible for the entire customer journey for Competitive Cyclist customers including inbound sales and service, loyalty customer outreach, and support. You’ll create a lively performance-oriented environment through creative motivation, meaningful training, and effective leadership. You will optimize the customer experience to ensure that we exceed satisfaction at every interaction by enlisting Gearheads to become advocates for their customers and finding solutions that address all their needs. You’ll do all of this while maintaining focus on costs and achieving service levels across all lines of business.
Reporting to the VP of Gearheads, this role will lead the evolution of our sales and service experience through Gearhead engagement and activities, establishing Gearheads as our primary differentiator. You’ll do this by leading a group of leaders to train, inspire and motivate their Gearheads to bundle their service expertise as an extension of our product offerings; building relevant, authentic, and personalized relationships with customers that translates to enhanced loyalty and incremental value to the business.
This contact center operations leader will collaborate with Gearheads, contact center leaders, and business partners to establish best practices that enhance standardization and process across all selling and customer service functions. A deep understanding of outdoor retail, ecommerce, selling, contact center operations, and customer service is required. This leader will need to be a master of people leadership, with a proven track record of successfully leading large teams and delivering process improvement in the name of customer advocacy.
This position will report into the VP Contact Center Operations.
The Gearhead Operations Competitive Cyclist Manager is the driving force for positive influence to our Competitive Cyclist Gearhead team. You’llbe responsible for the entire customer journey for Competitive Cyclist customers including inbound sales and service, loyalty customer outreach, and support. You’ll create a lively performance-oriented environment through creative motivation, meaningful training, and effective leadership. You will optimize the customer experience to ensure that we exceed satisfaction at every interaction by enlisting Gearheads to become advocates for their customers and finding solutions that address all their needs. You’ll do all of this while maintaining focus on costs and achieving service levels across all lines of business.
Reporting to the VP of Gearheads, this role will lead the evolution of our sales and service experience through Gearhead engagement and activities, establishing Gearheads as our primary differentiator. You’ll do this by leading a group of leaders to train, inspire and motivate their Gearheads to bundle their service expertise as an extension of our product offerings; building relevant, authentic, and personalized relationships with customers that translates to enhanced loyalty and incremental value to the business.
This contact center operations leader will collaborate with Gearheads, contact center leaders, and business partners to establish best practices that enhance standardization and process across all selling and customer service functions. A deep understanding of outdoor retail, ecommerce, selling, contact center operations, and customer service is required. This leader will need to be a master of people leadership, with a proven track record of successfully leading large teams and delivering process improvement in the name of customer advocacy.
This position will report into the VP Contact Center Operations.
What you get to do every day:
- Oversee the performance of the Competitive Cyclist inbound sales and service team to ensure the achievement of business goals and targets. Tracking team and individual results to identify and act on both positive and negative performance trends.
- Manage the loyalty and outbound customer sales and support program for Competitive Cyclist to ensure customer retention and satisfaction while driving meaningful customer interactions with their connected Gearheads.
- Provide operational guidance and feedback to our external vendor support partners, ensuring performance KPIs are met, and customers receive excellent service across all support locations.
- Develop a comprehensive performance management system that includes regular evaluations, feedback, and developmental opportunities for staff that creates a culture of accountability that reinforces and cultivates authenticity between our Gearheads and customers while providing visible leadership that fosters a sense of ownership of work and encourages team innovation and development.
- Coach and mentor the Competitive Cyclist inbound and outbound teams to improve their skills, knowledge, and productivity while consistently monitoring contact queues between customers and staff to ensure quality and consistent superior customer experience is being delivered.
- Enabling Team Leads, Coaches, and Gearheads with the tools and support necessary to manage difficult or emotional customer service situations.
- Drive consumer engagement and growth through proactive customer engagement, utilizing Gearhead knowledge and expertise.
- Foster a culture that creates long-lasting and highly engaged customer relationships through developing and reinforcing a culture of relationship-based selling and selling practices designed to improve conversion, cross-sell, and upsell success rates.
- Continually strive to refine all selling & service practices and processes, identify best practices, and standardize across teams to ensure a consistent experience is delivered to all customers.
- Collaborate with business leaders to improve operational efficiency, improve tool and process adoption, iterate tactics and selling methods, test new business partnerships, support merchandising initiatives, and improve incremental impact of Gearheads.
- Actively embody and promote Backcountry and
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