Runner Experience Supervisor - DTR

Who We Are:

At Brooks, we believe movement is the key to feeling more alive. That’s why we’re driven to create gear and experiences that take people to the place that makes them feel more alive — whether it’s a headspace, a feeling, or a finish line.

Everyone who works at Brooks is propelled by a company culture that sparks excitement, fuels collaboration, inspires creativity, and ignites innovation.

Our brand values help bond us together and drive our success:

·       Runner First  

We act in the best interest of the runner

·       Word is Bond 

We do what we say we’ll do

·       Champion Heart  

We give our all in everything we do  

·       There is no “I” in Run

We stay generous with our humanity

·       Keep Moving

We find ways to move every day, because joy is kinetic!

We welcome everyone from every walk of life looking to inspire others through the power of movement — because we’re all moving towards something. Let’s run there.   

Your Job:

The Runner Experience (REx) Team is the Brooks service organization and is second to none. As a member of the REx Team, you will be obsessed with creating connections with runners and the running community and ensuring that all our customers - internal and external, business and consumer - have what they need to run their path to a better self.

The Runner Experience Supervisor in the Direct to Runner service channel supports a team of Specialists and Senior Specialists in all aspects of their work. You will enable exemplary customer service to runners, providing the tools and information your team needs to execute at every touchpoint. In this role, you will proactively monitor inbound queue volumes and ensure daily staffing needs are met. You’ll provide individual coaching and professional support to your team, keeping them on the move in this fast-paced department.

• Manage daily staffing needs, adjusting responsibilities and schedules on the fly to meet service levels.
• Collaborate with training, team leadership, and employees to ensure process documentation and other communications are thorough and up to date.
• Leverage KPI reporting and team metrics to inform tactical decision making around queue assignments and time management.
• Assist team members as needed with customer requests in an overall mission to meet published service levels.
• Support escalated situations with excellent communication and problem-solving skills, as well as true empathy for the customer.
• Guide Senior Specialists and/or Team Leads in their work, focusing on skill development, organization, and managing conflicting priorities appropriately.
• Manage team attendance, including approving PTO requests as appropriate and tracking tardy and absence occurrences. Counsel team members as needed for attendance issues.
• Foster a culture of continuous improvement with Specialists and Senior Specialists to discuss performance, metrics & workload to identify opportunities and strategies to improve quantity and quality of work.
• Participate in recruitment cycles for new team members, conduct interviews and provide comprehensive candidate feedback. Partner with Channel Manager to make final hiring decisions.
• Ensure strong feedback loop between REx team and cross-functional partners throughout the organization with the goal of continuously improving operations and service.
• Drive a culture of exceptional service, inspiring others to find joy in their work. Responsible for employee experience as their direct leader.
• Demonstrate leading with compassion and empathy in difficult situations.
• Facilitate regular team meetings for the purpose of communication & connection.
• Perform consistent Quality Assessment reviews, provide feedback and coaching to support ongoing development of employees and ensure exceptional service to customers.
• Engage in regular 1x1 meetings with individual direct reports to discuss performance, quality, barriers, development opportunities, etc.
• Additional duties related to the mission and and values of Brooks Running and Runner Experience.

• Bachelors degree in a related field; may be substituted with equivalent, relevant experience
• 3+ years customer service experience
• Demonstrated leadership ability
• Strong interpersonal skills that inspire and build trust, ability to handle adverse situations positively
• Knowledge of athletic footwear, apparel, and sports bras preferred
• Ability to work independently and with a high degree of initiative to improve processes
• Strong prioritization and organizational skills with a proven ability to get things done
• Sound judgment with an ability to work with confidential information and discretion
• Intermediate to advanced computer proficiency, familiarity with Microsoft Office products
• Ability to interact effectively and professionally with all levels of the organization
• Embraces and lives the Brooks values!

Compensation:

The pay range for this position, based out of the Brooks Seattle HQ, is $64,170 to $96,255 per year. Base pay offered will vary depending on job-related knowledge, skills, and experience.  

Other:

Brooks is proud to offer a robust benefits package to our employees and their families!  

Benefits- including medical, dental, vision, life and AD&D insurance, disability insurance, HSA and employer contribution, FSA, family & fertility assistance, 401K Savings Plan and match, employee assistance program, and transportation assistance.  

Paid Time Off- Brooks offers generous time off including three to five weeks of paid time off, eleven paid holidays, paid sick and parental leave. 

Bonus- in addition to base pay, Brooks employees may also be offered an annual bonus based on company performance.   

Perks- including product discounts, employee recognition, fitness discounts, volunteer and donation benefits. 

At Brooks, we celebrate diversity & equity. We are committed to creating an inclusive environment, and encourage people of all backgrounds, perspectives, experiences, and skills to apply. Brooks is proud to be an equal employment opportunity employer. All employment decisions are made without regard to race, religion, creed, color, national origin, age, sex, gender, gender identity or expression, two-spirit identity, sexual orientation, genetic information, the presence of a physical, mental, or sensory disability, marital status, pregnancy (including childbirth and related conditions), caste, citizenship or immigration status, honorably discharged veteran or military status, actual or perceived victims of domestic violence, harassment, sexual assault or stalking, HIV or Hepatitis C infection, political ideology, use of a trained service animal by a person with a disability, or on any other basis protected by federal, state, or local law, or any other non-merit based factors.