SITKA Gear Customer Service Manager

W.L. Gore & Associates, Inc.
United States, Montana, Bozeman
1285 North Rouse Avenue (Show on map)
Apr 15, 2025
About the Role: We are looking for a Customer Service Manager to join our SITKA Gear team who will lead and support the day-to-day operations of the customer service function. This role will be located in our facility in Bozeman, Montana. Responsibilities: Lead productivity of customer interactions through various contact points, including our 3rd party vendor Partner with Operations Leader on all personnel changes and development Coordinate daily workflows based on priorities and seasonal impacts Leverage systems and reporting capabilities to drive results through KPIs and continuous improvement Delegate and assign AOR within the team to include CS Associates and Contracted team members Partner with Retail and Operations Leaders to develop and execute training and education to improve premium customer experience Ensure pro channel application and membership program is aligned with brand strategy and executed appropriately Partner cross functionally to ensure alignment on brand strategy execution Bring forward digital optimizations to the broader team to be prioritized in overall road map Execute and bring up opportunities for improvement in warranty/repair process Required Qualifications: Minimum of 2 to 3 years progressive experience operating in a high call volume customer service center Knowledge of brand and product Understanding of industry landscape Highly effective collaboration skills Excellent communication skill with Associates and customers Ability to multitask through multiple systems Travel not required Desired Qualifications: Previous SITKA Gear call center experience as an associate Bachelor's degree What We Offer: Our success is based on the capability and creativity of our Associates, and we are proud to offer a comprehensive and competitive total rewards program that supports your everyday and helps you build your tomorrow. We provide benefits that offer choice and flexibility and promote overall well-being. And in keeping with our belief that every Associate should share in the collective success of the enterprise; we provide a distinctive Associate Stock Ownership Plan in each country as well as potential opportunities for "profit-sharing". Learn more at gore.com/careers/benefits We believe in the strength of a diverse and inclusive workplace. With diverse perspectives, ideas and experiences, we uncover new possibilities and make a greater impact in the world. We are proud of Associates for building on our rich history of innovation, upholding our values and supporting an inclusive work environment where we treat each other and our external partners with fairness, dignity and respect. Gore is an equal opportunity employer. We welcome all applications irrespective of race, color, religion, sex, gender, national origin, ancestry, age, status as a qualified individual with a disability, genetic information, pregnancy status, medical condition, marital status, sexual orientation, status as a covered veteran, gender identity and expression, and any other characteristic protected by applicable laws and regulations. Gore is committed to a drug-free workplace. All employment is contingent upon successful completion of drug and background screening. Gore will consider qualified applicants with criminal histories, e.g., arrest and conviction records, in a manner consistent with the requirements of applicable laws. Gore requires all applicants to be eligible to work within the U.S. Gore generally will not sponsor visas unless otherwise noted on the position description. Our Talent Acquisition Team welcomes your questions at gore.com/careers/contact