Manager, Customer Service

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.

About the Role

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 is 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 synthesize 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.

Responsibilities

• 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
• Adhere to all company policies and procedures
• Embody and demonstrate company ethics and values
• Abide by all federal, state, and local laws

Requirements

• Bachelor’s degree 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

Skills

• 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
• 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

Pay

Salary range: $100,000–$105,000