Runner Experience Supervisor - DTR

Employment Type

Full Time

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.

Responsibilities

• 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.