Customization Manager

Company Mission: Rhoback is a community of passionate and motivated people looking to generate positivity, bring people together, and inspire activity by creating high quality products and engaging content for those who seek inspiration, motivation, and connection with a #craveactivity mentality.

The Role

Rhoback is seeking an experienced Customization Manager to lead and scale the growing customization business across an expanding portfolio of licensed, wholesale, and branded custom programs. This role owns the full decoration workflow end‑to‑end — from initial concept approvals and artwork spec creation through production routing, vendor coordination, and delivery — ensuring every customized product meets Rhoback’s brand, quality, and speed standards regardless of channel or partner. The manager determines the right production path for every order, routes quick‑turn and small‑batch jobs through a 3PL partner, and supports product development and production teams with embroidery and decoration needs for items coming directly from overseas factories, while managing distinct approval requirements for each channel. The role directly manages the Embroidery Specialist and serves as the internal hub between Sales, Design, Product Development, and Operations, building systems and SOPs to support Rhoback’s ambitions in custom‑decorated apparel.

Responsibilities

• Own the end‑to‑end decoration workflow across all active customization programs, ensuring consistent process, clear ownership, and quality standards.
• Receive artwork, decoration specs, and technical direction from Design and internal stakeholders; manage submission to external partners and licensors, tracking all revision cycles through final sign‑off.
• Partner with Sales and Design to develop decoration concepts; manage revision rounds and produce assortment decks, line sheets, and spec packages tailored to each partner’s requirements.
• Determine production routing for all orders — directing quick‑turn and small‑batch jobs to the 3PL partner and collaborating with product development and production teams on embroidery and decoration needs for overseas‑factory products.
• Own day‑to‑day vendor relationships with 3PL, factory, and decoration vendors; negotiate pricing, turnaround times, and capacity commitments; set and enforce quality standards across all production channels.
• Manage decoration spec files, DIPs (Decoration Identification Packages), and artwork assets; maintain an organized, current decoration catalog for all active and approved decorations.
• Directly manage the Embroidery Specialist; serve as escalation point for Sales, Design, Product Development, and Operations on customization questions, timelines, and issues.
• Build and own scalable SOPs for every stage of customization — concept development, approval workflows, decoration spec creation, production routing, QC, and shipping — and track key metrics (on‑time delivery, defect rate, cost per unit, approval cycle time) across all programs.

Requirements

• 5–8+ years in custom apparel production, decorated goods, or embellishment operations — ideally in golf, licensed apparel (collegiate, professional sports), or premium wholesale.
• Experience managing multi‑channel customization programs with external licensor approval requirements (e.g., NCAA, NFL/MLB, PGA Tour, or equivalent).
• Experience managing both 3PL and direct factory relationships, with production routing decisions based on order size, decoration type, speed, and cost.
• Strong hands‑on knowledge of NetSuite (ERP): SKU/item record creation, BOM setup and coloring, PO processing, and inventory tracking; familiarity with PLM, line‑sheet tools, vendor portals is a plus.
• Deep knowledge of embroidery production processes — digitization, file formats (.DST, .EMB, .AI), thread color matching, quality standards — and familiarity with other embellishment methods (screen print, heat transfer, patches).
• Prior people‑management experience; proven ability to develop and lead a small, high‑performing team.
• Highly organized with ability to manage a high‑volume, deadline‑driven workflow across multiple channels and vendors simultaneously.
• Experience building and maintaining decoration catalogs and managing DIPs or equivalent artwork spec packages.
• Strong communicator: able to translate technical production details for Sales, Design, and executive audiences; experience building SOPs and production systems from the ground up.
• Understanding of the golf retail market (green‑grass, off‑course, collegiate, PGA properties) is a meaningful plus.
• Proficient in Microsoft Office Suite; experience with project management or order management tools preferred.

Education

Bachelor’s degree in Business, Apparel Production, Operations, or a related field — or equivalent work experience.

Success Metrics

• Every customization order moves through a consistent, well‑documented process with clear ownership and no dropped handoffs.
• External licensor approvals are secured on time, with zero surprises to Sales or wholesale teams.
• Production routing decisions result in on‑time delivery, margin integrity, and quality that consistently meets Rhoback’s brand standards across both 3PL and factory channels.
• BOMs, SKUs, and decoration data in NetSuite are accurate, current, and trusted by cross‑functional teams.
• The Embroidery Specialist