Supervisor, Customer Operations

Job ID
Customer & Account Services
20 Guest St


New Balance has a history of 100 years of enduring performance and is still running strong today. Part of what makes New Balance so unique is our commitment to making products that not only provide performance, but also superior fit and comfort. The same attention that is placed on our athletic shoes and apparel is also placed on our associates. New Balance thrives because of the passion and dedication of the people we hire. We rely on our associates to match our enthusiasm for the business and to help drive consumers to move further, faster and more frequently. We seek associates who are always on the move. Associates who push themselves forward and are motivated to move New Balance forward. Ask yourself: Are you ready to move the world?



The Supervisor of Customer Operations has responsibility to maximize sales and profitability by optimizing order fulfilment in compliance with our vendor guidelines by overseeing all aspects of daily customer operations for a designated sales channel. This role will ensure the best experience for our wholesale customers and account managers by empowering our associates to make decisions, developing a team focused on continuous improvement and setting new standards in sales and customer support. The Supervisor of Customer Operations will also be a key contributor in strategy development as well as lead channel specific projects that will require close collaboration with value chain, distribution, logistics and sales leaders.


Team Leadership

  • Cultivate and maintain a positive team atmosphere that drives talent development and growth. Lead and manage 7-10 direct reports.
  • Manage workflow, escalations and effectively delegating across your team.
  • Partner with the training team to ensure the development of direct reports as you continue to raise the bar on talent.
  • Provide manager level summaries related to team performance.

Operational Management

  • Manage and optimize KPI's / business process within customer operations.
  • Ensure effective management of the operation and customer experience.
  • Drive accountability and adherence to policy and procedure.
  • Deliver year over year performance improvements.
  • Influence account base to adopt supply chain initiatives that increase operational efficiency and cost reduction opportunities.
  • Convey deep understanding of best practices, systems, and enabling technology.

Analytics, Actionable Insights and Strategy Development

  • Conduct analysis of data collected through SCOT,, ERP and other inputs to build strategies that continually optimize and refine the customer experience and operations.
  • Deliver insights to all internal stakeholders including but not limited to the value chain and sales management. Measures of success include: Ship Complete and On Time delivery, Price Integrity, Call Center Performance and Reduced Vendor Violations. Develop innovative changes within account management to drive efficiency.

Cross-Functional Collaboration

  • Lead effective collaboration across sales and the value chain to manage and improve the core performance metrics such as Ship Complete and On-Time.
  • Build effective partnerships with the value chain and logistics/distribution teams to drive effective processes that deliver value for the business.


  • Business Qualifications:              

    • Four-year college degree or equivalent experience necessary and a minimum of 5 -7 years related experience
    • Must be familiar with supply chain management, demand planning, order fulfillment, as well as domestic and import logistics.
    • Strong strategic thinking and outstanding analytical/quantitative skills.
    • Project Management Experience
    • Strong written and verbal communication and interpersonal skills with an emphasis on problem solving, conflicting objectives, and dealing with multiple customers.
    • Ability to adapt quickly to changing priorities and manage time, multiple tasks, and deadlines effectively.
    • Must have solid communication and presentation skills
    • Travel to customers, industry conferences and to sales meetings.

    Technology Qualifications:

    • Must be knowledgeable of the following:
      • ERP/Manhattan WMS
      • EDI
      • Data Warehouse systems such as Diver
      • com and Tibco Spotfire
      • XPC
      • Work Force Management Software

    o   Microsoft Office

We believe our associates are meant to grow through the development of their talents and to capitalize on opportunities to share their passion for the business. New Balance rewards associates with generous, industry-leading benefit and development opportunities, which support our associates' health, wealth and overall well-being. In addition to a comprehensive medical and vacation benefit package, we offer: Development Programs, Discounted Health Club Membership, Fitness Reimbursement, Employee Discounts, Tuition Reimbursement, Corporate Gift Matching and 5 % Matching 401 K Program. We are an Equal Opportunity Employer

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed