Director, Customer Engagement

This position is designated as a hybrid role based out of our headquarters near Portland Oregon. The current expectation is for employees to work onsite four days per week subject to change based on business needs. This in-office requirement may be adjusted at the discretion of the company.

ABOUT THE POSITION

The Director of Customer Engagement is a strategic operator and people leader responsible for modernizing how we work with our North America wholesale partners. This role elevates team capabilities evolves the operating model and strengthens the endtoend ecosystem that connects wholesale customers supply chain fulfillment planning and digital tools.

This leader drives profitable scalable growth by improving operational performance enhancing customer experience and creating winwin solutions with wholesale partners. They influence across functions lead crosscompany initiatives and bring clarity structure and accountability to a complex evolving environment.

Reporting to Supply Chain VP this role is accountable for team capability development customer operational outcomes and the transformation of wholesale customer operations across the region.

HOW YOULL MAKE A DIFFERENCE

Wholesale Customer Experience & Partnership

• Build strong trustbased relationships with wholesale partners supply chain and buying teams

• Cocreate solutions that improve service reduce cost and strengthen operating margin

• Lead quarterly operational QBRs with Sales and key customer

• Develop and manage account specific service level agreements and performance scorecards

CrossFunctional Leadership & Influence

• Drive alignment across Sales Planning Fulfillment Distribution Logistics and Finance

• Influence without authority to drive adoption of new processes tools and behaviors

• Represent NA Customers operational needs within account plans and supply chain strategies

• Serve as the connective tissue between internal teams and customer teams

Operational Excellence & Ecosystem Performance

• Diagnose root causes across the ordertodelivery lifecycle and lead crossfunctional solutions

• Improve OTIF fill rate compliance chargebacks returns and other wholesale KPIs

• Lead initiatives to modernize supply chain capabilities. (advance VAS EDI/API consolidation transportation and all other)

• Advance digital collaboration automation and selfservice tools across the ecosystem

Program Leadership & Transformation Delivery

• Lead crossfunctional programs from concept to execution with measurable outcomes

• Set clear goals define milestones and drive accountability across teams

• Remove roadblocks manage risk and ensure initiatives deliver service cost and customer satisfaction improvements

• Communicate progress and outcomes to senior leadership and external partners though an established rhythm of the business

Operating Model Evolution

• Deliver a modern operating model that scales reduces friction and improves service and profitability

• Bring structure and clarity where processes are fragmented outdated or ambiguous

• Redesign policy roles workflows handoffs and governance across internal teams and wholesale partners

• Lead Marketplace transformation within the broader Supply Chain Transformation roadmap

Team Leadership & Talent Development

• Develop a forwardlooking team strategy that aligns capabilities roles and skills with the future needs of the business

• Elevate team performance through coaching clear expectations and ongoing capability development

• Attract develop and retain talent that supports a modern scalable wholesale operating model

• Foster a culture of accountability clarity collaboration and continuous improvement

• Act as a change catalyst to meet evolving business needs

• Drives team engagement and promotes an inclusive work environment using effective communication team building and collaboration practices

YOU HAVE

• Bachelors degree in business supply chain or related field; advanced degree preferred.

• 10 years of experience in wholesale operations supply chain customer operations or related fields.

• 5 years of people leadership experience including developing teams and evolving organizational capabilities.

• Apparel/footwear or consumer goods industry experience strongly preferred.

• Proven experience leading crossfunctional programs and operating model redesigns.

• Strategic operator with deep understanding of wholesale supply chain and customer needs.

• Systems thinker who can modernize processes tools and capabilities.

• Organizational architect who can rethink workflows and team structure.

• Commercially minded problem solver who drives profitable growth.

• Bridge builder who creates winwin solutions with wholesale partners.

• Datadriven decision maker fluent in wholesale KPIs and operational analytics.

• Technologyforward mindset with experience in PLM ERP EDI/API and digital collaboration tools.

• Skilled influencer who drives change in a matrixed environment.

• Strong people leader who can develop talent and evolve team capabilities to meet future business needs.

• Ability to travel up to 25%

#Hybrid

#LI-LC1

This job description is not meant to be an all-inclusive list of duties and responsibilities but constitutes a general definition of the positions scope and function in the company.

Columbia Sportswear Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex gender identity sexual orientation race color religion national origin disability protected Veteran status age or any other characteristic protected by law. Columbia Sportswear is committed to working with and providing reasonable accommodation for individuals with disabilities. If you need reasonable accommodation because of a disability for any part of the employment process please notify your recruiter.

At Columbia Sportswear Company were proud to offer regular full-time employees a benefits package that includes a variety of services and products to help make your life and work more rewarding. Our benefit programs contribute to overall employee well-being by aligning those programs with the fundamental elements of well-being: physical social/emotional financial career and community. Benefits that can protect your familys financial future and help you save money through our 401k plan plus a generous company match. Columbia offers medical dental vision life Insurance disability flexible spending accounts health savings account and an assortment of voluntary benefit offerings (accident critical illness hospital indemnity and legal services). In addition Columbia offers EAP which is free and confidential 24/7/365 counseling services. We have extensive wellness benefits employee discounts and a generous time off program available.

If you need an accommodation/adjustment to successfully complete and submit your application please reach out to with the Subject: Applicant Assistance Requested.