Overview

At Sun & Ski Sports, we live for adventure — and we’re dedicated to helping our customers make the most of theirs. With over 30 stores across 13 states and a strong e-commerce presence, we specialize in top-tier gear, apparel, footwear, and accessories for skiing, biking, running, swimming, and outdoor exploration. What sets us apart? An unwavering commitment to expert service, quality products, and a personalized customer experience.

Summary

We’re looking for a strategic and hands-on leader to join our team as Head of Ecommerce Operatsions and Customer Success — a pivotal role responsible for optimizing customer experiences and driving operational excellence across every interaction point, both online and in-store. This position leads cross-functional teams and oversees the systems that fuel customer satisfaction, loyalty, and long-term growth.

The ideal candidate is an inspiring leader, operationally savvy, and passionate about delivering a frictionless, customer-first journey. You’ll work collaboratively across departments while implementing tools and processes that ensure both efficiency and an exceptional brand experience.

Responsibilities

Lead and develop high-performing teams across Customer Contact, Item Data Setup, and E-commerce Operations — including both our website and external marketplaces (Amazon, Meta, etc.).
Collaborate cross-functionally to ensure every customer-facing process aligns with brand values and business goals.
Design and continuously refine operational workflows that drive efficiency, profitability, and exceptional service.
Identify, evaluate, and implement customer success tools and technologies to enhance communication and streamline operations.
Champion a culture of proactive customer engagement and service excellence at every level.
Define, monitor, and analyze key performance indicators (KPIs) to measure success and identify areas for continuous improvement.
Manage operational budgets and allocate resources effectively to maximize impact without compromising service standards.
Develop and execute strategies that drive customer retention, loyalty, and lifetime value.
Partner with IT and other key stakeholders to integrate technology solutions that automate and enhance customer experiences.
Monitor customer sentiment and feedback, transforming insights into actionable business decisions.
Develop scalable, forward-looking strategies that anticipate customer needs and support company growth.

Requirements

Proven ability to lead, inspire, and grow cross-disciplinary teams in a dynamic environment.
Strategic thinker with a hands-on, execution-oriented mindset.
Strong analytical skills — able to translate data into meaningful operational improvements.
Exceptional interpersonal and communication skills, with experience influencing across all levels of an organization.
Expertise in process improvement methodologies such as Lean, Six Sigma, or equivalent.
Experience working with customer success platforms, CRM, and customer data platforms (CDP).
Adept at prioritizing, organizing, and managing multiple projects in a fast-paced setting.
Tech-forward approach with a focus on automation, optimization, and scalability.

Qualifications

Bachelor’s degree required; MBA or relevant advanced degree preferred.
5+ years of senior leadership experience in customer operations, customer success, or related fields.
Proficiency in Microsoft Office Suite (especially Excel), CRM/CDP tools, and process mapping software (e.g., Visio).
Strong attention to detail, follow-through, and a commitment to delivering exceptional customer outcomes.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any authorized person to give instructions or assignments. All listed duties are essential functions of the role and may be modified to reasonably accommodate individuals with disabilities.

INDRET

Company Benefits

Available to Full-Time Employees

Health, Vision, and Dental Insurance

Employer-Paid Basic Life Insurance

Accident Insurance, Critical Illness, Hospital Indemnity, Pet Insurance, ID Theft & Legal

Paid Time Off (PTO)

Hybrid or work-from-home options

401 (k) Plan + Company Match

Employee Purchase Discount

Sun & Ski Sports

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Head of Ecom Operations & Customer Success