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 end‑to‑end 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 win‑win solutions with wholesale partners. They influence across functions, lead cross‑company 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 YOU’LL MAKE A DIFFERENCE

Wholesale Customer Experience & Partnership

• Build strong, trust‑based relationships with wholesale partners’ supply chain and buying teams

• Co‑create 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

Cross‑Functional 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 order‑to‑delivery lifecycle and lead cross‑functional 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 self‑service tools across the ecosystem

Program Leadership & Transformation Delivery

• Lead cross‑functional 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 forward‑looking 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

• Bachelor’s 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 cross‑functional 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 win‑win solutions with wholesale partners.

• Data‑driven decision maker fluent in wholesale KPIs and operational analytics.

• Technology‑forward 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 position's 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. https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf. If you need reasonable accommodation because of a disability for any part of the employment process, please notify your recruiter.

At Columbia Sportswear Company, we’re 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 family’s 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 [email protected] with the Subject: Applicant Assistance Requested.