Head of DTC Happiness Delivery - North America

Portland, Oregon, United States

At a glance:

This position is based in Portland, Oregon, and work is performed in a hybrid environment.

Available today in over 50 countries and cited as “the fastest growing sports company in the world”, On's success comes down to two reasons: incredible products - and incredible people. It has one simple mission: make running fun. A team of sports scientists, world-class athletes and passionate sports enthusiasts spearhead this mission, and has resulted in On shoes and Performance Running Gear winning design and technology distinctions the world over.

As the Head of Happiness Delivery (what we call our B2C Customer Service team) in North America with a focus on our direct to consumer channel, your number one job is to ensure On’s customers are happy in the US and Canada! With your experience in a customer focused environment and a passion for automation, you will bring the necessary expertise of working with both internal teams as well as external BPO partners across time zones.

With your team being the first point of contact for our webshop and sales team, you will be responsible for the continuous innovation and success of the customer service team including ownership of team KPIs, order book management, retail operations, and coaching (our internal training) team.  You will also interact frequently with cross-functional internal partners at our North America offices as well as headquarters in Zurich, Switzerland including Ecommerce, Finance, Logistics, and Operations.

Being in direct contact with our customers means we’re able to consistently surprise them with outstanding service. We see problems as challenges and aim to solve them in the most positive way possible.  Dedicated to delivering the WOW, we are a passionate team that supports each other, questions the status quo, and aims to constantly improve the customer experience. That's why we are called Happiness Deliverers.

Your team:

Reporting to the Head of Operations, you are part of the North America Operations management team and will be leading up to 5 direct reports with a total team of approximately 50.

Your mission:

  • Lead the DTC Happiness Delivery teams for the largest region at On, including Ecommerce Customer Service, Coaching, Workforce Management, BPO Partnerships, and Retail Operations.

  • Monitor analytics and data within Looker (BI) tools as well as in email, chat, and phone systems while working with your team to continuously improve quality and efficiency.

  • Collaborate with regional peers in EMEA, APAC, and LATAM as well as with the global customer service team on NPS and CSAT improvements, case escalations, payment systems, customer experience projects, and training initiatives 

  • With your team, manage order book of transfer orders for our NA retail stores driving on time and accurate delivery through partnership with the Logistics and Retail teams

  • Drive clear communication alongside a feedback culture within your team ensuring transparency including planning and presenting updates during quarterly townhalls

  • Collect, report back & lead actions on team's performance, well being & development while partnering with the Talent (HR) team

  • Collaborate closely with our BPO’s and work force management teams to forecast headcount needs for call, chat, and email across the Customer Service organization to ensure adequate staffing and head count needs are met 

Your story:

  • 6+ years of experience working in customer service, operations, and/or support functions ideally within sports, consumer goods, or outdoor industry

  • 4+ years of experience in leading diverse and inclusive teams 

  • You are a positive, proactive, and inspiring leader with a diligent and organized working

  • method and a high attention to detail
  • Experience in project management and partnering with cross-functional teams on automation initiatives through implementation, deployment, and training

  • In-depth knowledge of Microsoft Office, Salesforce (or other CRM), and ERP tools

  • Excellent written and verbal communication skills and can simplify complex topics in an

  • approachable manner to all levels of the organization
  • Experience working with BPO partners and executing staffing strategies around peak business volumes  

What we offer:

We offer a dynamic, challenging and sportive environment that has been ranked as the ‘fastest growing sports company’ of its time. With offices across the globe, we are an international team who is hungry to innovate and build something incredible. We foster an active environment where each individual thrives for excellence and can achieve their full potential. This is where your work matters, you’re hands-on and your team members are amongst the very best in their respective disciplines and fields. 

If you are driven to bring On to the next level, curious about the opportunity and want to be part of our growing team send us your application, and join the ONiverse!

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination. We are requesting that you provide sensitive demographic information such as gender identity and race/ethnicity to help us ensure that we are creating equitable and fair experiences for all potential future team members. You are not required to provide this demographic information and this information will in no way impact your eligibility for hire.