Ecommerce Customer Service Manager

About the role

ASICS is seeking an experienced Ecommerce Customer Service Manager to lead the partnership with its third‑party provider, Global Response. You will shape the customer experience across all digital channels, ensuring service quality aligns with the brand’s standards.

Key responsibilities

• Optimize vendor performance and drive continuous improvement across all customer service operations.
• Develop, implement and regularly update case handling guidelines, training curricula, and quality‑assurance frameworks for third‑party partners.
• Lead the QA strategy, design scoring methodologies and conduct calibration sessions.
• Mentor and develop a team of Customer Service Specialists, set performance expectations and provide regular coaching.
• Monitor KPIs, track metrics, identify deviations and implement corrective action plans.
• Manage budget, resource allocation and staffing needs while collaborating with regional stakeholders.
• Analyze customer data and feedback to inform decisions on warranty, product development and process optimization.

Required profile

• Proven people‑leadership experience in a customer‑service or ecommerce environment.
• Strong analytical mindset with ability to translate data into actionable insights.
• Excellent communication skills and ability to influence cross‑functional teams.
• Experience managing third‑party service providers and vendor relationships.

Required skills

What we offer

• Diverse and inclusive culture that supports learning and growth.
• Robust employee benefits promoting work‑life balance.
• Opportunities to shape customer experience strategy for a global brand.