Manager, Customer Service
Top Benefits
About the role
At ASICS, our Sound Mind, Sound Body™ philosophy is more than a tagline, it's our way of life. Over 75 years ago our founder, Kihachiro Onitsuka, saw that sport and movement had the power to lift spirits, project positivity, and propel people and whole communities forward.
ASICS provides a diverse and inclusive culture that enables learning, growth, and opportunity at all levels. Our robust employee benefits allow for real work-life balance and a strong sense of community. We empower our employees to pursue their career goals. If this sounds like you, then we want you on our team.
A Brief Overview
The Ecommerce Customer Service Manager will lead and oversee the customer service operations between ASICS and our third-party customer service provider, Global Response. This role will be responsible for developing strategic case handling guidelines, comprehensive training programs, and quality assurance frameworks aligned with ASICS' customer experience standards. The Manager will lead a team of specialists, monitor performance metrics, and drive continuous improvement initiatives across all customer service channels. This position will serve as a key strategic partner within the DTC Ecommerce team, providing leadership, insight, and direction on customer experience initiatives, site improvements, marketing campaigns, and cross-functional projects. Through advanced data analysis and reporting, the Manager will be responsible for synthesizing customer insights and feedback to inform organizational decisions regarding warranty, product development, process optimization, and emerging customer trends. This role will champion an omnichannel customer experience strategy and ensure all decisions are made through the lens of the customer.
Leadership Responsibilities
This position has people leadership responsibilities.
What You'll Do
Accountable for optimizing vendor performance and driving continuous improvement across all customer service operations Develop, implement, and regularly update comprehensive case handling guidelines, training curricula, and QA frameworks for third-party partners Lead QA strategy by designing, refining, and iterating on QA questions and scoring methodologies; conduct calibration sessions to ensure consistent performance evaluation Lead, mentor, and develop a team of Customer Service Specialists; set performance expectations, conduct regular coaching sessions, and drive accountability Oversee team monitoring and case handling review; provide strategic feedback and coaching to drive performance improvements and best practices adoption Establish and monitor KPIs across all customer service channels; track metrics, identify deviations, and implement corrective action plans Manage team budget, resource allocation, and staffing needs while collaborating with regional stakeholders to ensure operational efficiency and service level targets Foster a culture of continuous improvement and customer-centric thinking; identify platform anomalies and partner with technical teams on root cause solutions Identify systemic improvement opportunities and lead cross-functional initiatives with Marketing, Digital, Product, and Operations to optimize customer experience Monitor resolution reason reporting and trend analysis; escalate critical issues to cross-functional teams for resolution Adheres to all company policies and procedures Embodies and demonstrates company ethics and values Abides by all federal, state and local laws
How You'll Be Successful
Ability to effectively motivate, engage and foster growth within direct reports. Ability to hold themselves and direct reports accountable to a high standard of performance and results. Demonstrated ability to lead, inspire, and develop high-performing teams in a customer service environment Strategic thinker skilled at solving complex problems through innovative solutions and cross-functional collaboration Advanced proficiency in data analysis and business intelligence; able to translate data into actionable insights and strategic recommendations Strong communication and interpersonal skills; able to influence stakeholders at all levels and build consensus across departments Able to articulate positions respectfully and persuasively, backed by analysis and evidence Possesses strong customer service acumen; demonstrates patience, empathy, critical thinking, and conflict resolution skills Able to manage multiple priorities in a fast-paced, dynamic environment while maintaining attention to detail Able to professionally navigate conflicts, manage diverse personalities, and foster psychological safety within the team Strategic mindset with ability to balance operational excellence with long-term vision
What You'll Need
Bachelor’s degree in arts/sciences (BA/BS) in Business, Communications, Marketing, or related field or equivalent combination of education, training and work experience required 3-5 years’ experience managing direct reports or equivalent training and experience required 7-9 years of customer service experience in a call center or contact center environment required 2-3 years of experience managing third-party service providers or vendor relationships required Advanced proficiency with Microsoft Suite (Outlook, Teams, Word, Excel, PowerPoint); expert-level ability to manipulate, analyze, and visualize data in Excel Proficiency with Salesforce Service Cloud required; experience with additional CRM or customer service platforms preferred Experience with workforce management tools and customer service analytics platforms preferred
SALARY / PAY RANGE: $100,000-$105,000
Pay Transparency
To encourage pay transparency, promote pay equity, and proactively address regulations, ASICS America Corporation will comply with all applicable state or local laws or regulations which require employers to provide pay or salary range information to job applicants and employees. A posted salary/pay range applies to the current job posting. Salary/pay offers may be based on key factors such as education and related experience.
ASICS CCPA Pre-Collection Notice for Job Applications: We collect personal information (PI) from you in connection with your application for employment with ASICS America Corporation, including the following categories of PI: identifiers, personal records, professional or employment information, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment. For additional details or if you have questions, contact us at hrccpa@asics.com.
The above statements are intended to describe the general nature and level of work being performed by employee(s) assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employee(s) assigned to this job. ASICS America Corporation reserves the right at any time, with or without notice, to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities within your general skill set or capabilities. ASICS America Corporation is an Equal Opportunity Employer.
Similar Jobs
Manager, Customer Service
Top Benefits
About the role
At ASICS, our Sound Mind, Sound Body™ philosophy is more than a tagline, it's our way of life. Over 75 years ago our founder, Kihachiro Onitsuka, saw that sport and movement had the power to lift spirits, project positivity, and propel people and whole communities forward.
ASICS provides a diverse and inclusive culture that enables learning, growth, and opportunity at all levels. Our robust employee benefits allow for real work-life balance and a strong sense of community. We empower our employees to pursue their career goals. If this sounds like you, then we want you on our team.
A Brief Overview
The Ecommerce Customer Service Manager will lead and oversee the customer service operations between ASICS and our third-party customer service provider, Global Response. This role will be responsible for developing strategic case handling guidelines, comprehensive training programs, and quality assurance frameworks aligned with ASICS' customer experience standards. The Manager will lead a team of specialists, monitor performance metrics, and drive continuous improvement initiatives across all customer service channels. This position will serve as a key strategic partner within the DTC Ecommerce team, providing leadership, insight, and direction on customer experience initiatives, site improvements, marketing campaigns, and cross-functional projects. Through advanced data analysis and reporting, the Manager will be responsible for synthesizing customer insights and feedback to inform organizational decisions regarding warranty, product development, process optimization, and emerging customer trends. This role will champion an omnichannel customer experience strategy and ensure all decisions are made through the lens of the customer.
Leadership Responsibilities
This position has people leadership responsibilities.
What You'll Do
Accountable for optimizing vendor performance and driving continuous improvement across all customer service operations Develop, implement, and regularly update comprehensive case handling guidelines, training curricula, and QA frameworks for third-party partners Lead QA strategy by designing, refining, and iterating on QA questions and scoring methodologies; conduct calibration sessions to ensure consistent performance evaluation Lead, mentor, and develop a team of Customer Service Specialists; set performance expectations, conduct regular coaching sessions, and drive accountability Oversee team monitoring and case handling review; provide strategic feedback and coaching to drive performance improvements and best practices adoption Establish and monitor KPIs across all customer service channels; track metrics, identify deviations, and implement corrective action plans Manage team budget, resource allocation, and staffing needs while collaborating with regional stakeholders to ensure operational efficiency and service level targets Foster a culture of continuous improvement and customer-centric thinking; identify platform anomalies and partner with technical teams on root cause solutions Identify systemic improvement opportunities and lead cross-functional initiatives with Marketing, Digital, Product, and Operations to optimize customer experience Monitor resolution reason reporting and trend analysis; escalate critical issues to cross-functional teams for resolution Adheres to all company policies and procedures Embodies and demonstrates company ethics and values Abides by all federal, state and local laws
How You'll Be Successful
Ability to effectively motivate, engage and foster growth within direct reports. Ability to hold themselves and direct reports accountable to a high standard of performance and results. Demonstrated ability to lead, inspire, and develop high-performing teams in a customer service environment Strategic thinker skilled at solving complex problems through innovative solutions and cross-functional collaboration Advanced proficiency in data analysis and business intelligence; able to translate data into actionable insights and strategic recommendations Strong communication and interpersonal skills; able to influence stakeholders at all levels and build consensus across departments Able to articulate positions respectfully and persuasively, backed by analysis and evidence Possesses strong customer service acumen; demonstrates patience, empathy, critical thinking, and conflict resolution skills Able to manage multiple priorities in a fast-paced, dynamic environment while maintaining attention to detail Able to professionally navigate conflicts, manage diverse personalities, and foster psychological safety within the team Strategic mindset with ability to balance operational excellence with long-term vision
What You'll Need
Bachelor’s degree in arts/sciences (BA/BS) in Business, Communications, Marketing, or related field or equivalent combination of education, training and work experience required 3-5 years’ experience managing direct reports or equivalent training and experience required 7-9 years of customer service experience in a call center or contact center environment required 2-3 years of experience managing third-party service providers or vendor relationships required Advanced proficiency with Microsoft Suite (Outlook, Teams, Word, Excel, PowerPoint); expert-level ability to manipulate, analyze, and visualize data in Excel Proficiency with Salesforce Service Cloud required; experience with additional CRM or customer service platforms preferred Experience with workforce management tools and customer service analytics platforms preferred
SALARY / PAY RANGE: $100,000-$105,000
Pay Transparency
To encourage pay transparency, promote pay equity, and proactively address regulations, ASICS America Corporation will comply with all applicable state or local laws or regulations which require employers to provide pay or salary range information to job applicants and employees. A posted salary/pay range applies to the current job posting. Salary/pay offers may be based on key factors such as education and related experience.
ASICS CCPA Pre-Collection Notice for Job Applications: We collect personal information (PI) from you in connection with your application for employment with ASICS America Corporation, including the following categories of PI: identifiers, personal records, professional or employment information, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment. For additional details or if you have questions, contact us at hrccpa@asics.com.
The above statements are intended to describe the general nature and level of work being performed by employee(s) assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employee(s) assigned to this job. ASICS America Corporation reserves the right at any time, with or without notice, to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities within your general skill set or capabilities. ASICS America Corporation is an Equal Opportunity Employer.