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17 May 2022

Full-Time Head of Customer Service

LeaI – Posted by LeaI Reno, Nevada, United States

Job Description

Job Title: Head of Customer Service

Reports to: Head of Global Business Operations, Sales & Customer Experience Teams

Location: Reno, Nevada

COVID-19 Vaccinations: Patagonia requires all employees to demonstrate proof of receiving a COVID-19 vaccination as a condition of their employment.

General Summary:

People are the heart of the Patagonia customer experience team and as the Head of Customer Service you will ultimately be responsible for creating an environment of success by creating a safe and inclusive work environment, and helping your team develop and grow. Working with your team of Customer Service Operations Managers and overseeing a boarder team of 250+ employees, you will develop and inspire a team of leaders who uphold Patagonia service standards and are driven to elevate our brand experience. Above all you are a proven leader who embodies our mission and incorporates your passion for our product and the environment into your daily decisions.

In this role you will define, create, and lead the implementation and execution of innovative strategies that deliver a consistent and trusted service experience for Patagonia customers. To create competitive advantage, and ultimately drive revenue growth through well-served and engaged customers, you will champion the customer experience while balancing the realities of our business needs.

The Customer Experience team is a key component of the larger direct to consumer team working firsthand with our customers. They manage thousands of customer interactions daily via Chat, Phone, Email and social media, ensuring that the Company’s highest standards are upheld. As the Head of Customer Experience, you will work cross functionally with leaders of the eCommerce, Marketing, and Retail divisions.

What You’ll Do:


Lead the Customer Experience Center and team.
Serve as part of the leadership team and report on key business and operational activities related to how we improve the overall customer experience while delivering on key metrics.
Work with managers in the Customer Experience Center to define the customer experience vision, set and communicate team goals and strategy. Foster a culture of accountability and continuous improvement.
Guide the culture within the Customer Experience Center to ensure customer engagements are true to our beliefs, mission, and values.
Create a nimble organization that responds quickly to our customer’s needs.
Work with the Product Training team to develop learning modules and programs to support a common approach and process across retail, the Customer Experience team, and wholesale.
Strategy / Operations

Develop leading edge strategies to expand our reach, impact, and quality of customer engagement.
Gain a thorough understanding of how customers want to learn, shop and experience the brand via your team and draw conclusions to continually evolve, improve, and optimize customer service.
Outline “the service journey” to achieve the customer experience vision, including key benchmarks and measures of success.
Establish metrics for defining our relationship with customers and define targets for the organization.
In collaboration with the leadership team, evaluate the existing customer service technology stack to better understand opportunities and risks.
Introduce relevant and value-add customer engagement functionality and leverage appropriate emerging innovations as part of the overall customer experience.
Effectively manage KPIs, payroll, and budget for the department.
Who You Are:

A leader of leaders who approaches challenges with vigor and explores solutions to drive a successful business
Works well in a collaborative environment with multiple teams, both business and technical.
Flexible to adapt ideas to best support the business and cross functional teams
Inclusive approach with proven experience working with groups across difference in respectful and equitable ways
Creative thinker who uses data to build and execute a strategic vision
Unafraid to take an unconventional approach to customer service
Comfortable with ambiguity and agile moving between planning and execution with ease
Excellent attention to detail, organization, and prioritization skills
Effective Communicator – verbal, written, and visual- with a wide variety of people in a clear, concise and diplomatic manner
Deeply passionate about saving our home planet.
Experience You Bring:

10+ years of experience leading customer facing teams, ideally with a multi-channel retailer
College degree or MBA preferred, or equivalent experience.
A strong leader that inspires employee commitment, loyalty and motivation though progressive workplace practices that foster teamwork, open communication, safety, respect, sincerity, helpfulness, courtesy and humility.
Expertise in customer experience with a proven record of developing customer facing strategies which drive customer satisfaction, tenure and revenue
Comfortable with team-based work structure; ability to demonstrate flexibility on the job.
Proven innovator responds promptly and reasonably when making decisions, effective at solving problems.
Top notch communication skills – verbal, written, and visual – that can be shared with a wide variety of people while remaining clear, concise and diplomatic.
Proven experience delivering measurable improvements to business performance by enhancing the customer experience
Experience managing budgets, forecasting, and productivity analysis
Strong computer skills, in depth knowledge of Microsoft Excel.
Capable of streamlining and improving processes, and troubleshooting.
Demonstrates initiative, is conscientious and provides complete follow-through on areas of responsibility.
Strong passion for Patagonia’s core sports and the environment
Employee Conduct

It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customers and vendors.

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.

How to Apply

Click Here to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: Not Disclosed.

Job expires in 1 day.

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