Manager, DTC Support & Operations

Current employees, please apply in Workday.

Wolverine Worldwide is a global marketer of branded footwear, apparel, and accessories. With an established global footprint that spans approximately 200 countries and territories, as well as a rock-solid infrastructure, Wolverine Worldwide is dedicated to advancing the following brands that comprise the ever-expanding portfolio: Bates, Chaco, Cat Footwear, Harley Davidson Footwear, Merrell, Saucony, Sweaty Betty and Wolverine. Wolverine Worldwide’s continued success is driven by our ability to stay true to our simple mission: we empower, engage and inspire our consumers – every step of the way.
Directly manage the support and operations functions of the Digital Success Team, including managing the support teams for the global eComm websites and retail stores as well as optimizing workflows and building scalable processes.

Primary Duties:

• Manage and mentor the global ecommerce and retail support teams.

• Build a world-class global support team through hiring, onboarding, and continuously training top talent and working with vendors to augment gaps in staff and skills.

• Establish clear career ladders and empower the team to continually grow and work towards their own professional goals

• Communicate effectively, acting as a liaison between support teams, brand teams, and business stakeholders to ensure alignment on goals and priorities.

• Provide a vision and execute a strategic plan to utilize global FTEs and vendor partners to create a scalable team structure.

• Own the improvement of our critical incident management process including the effective escalation, resolution, and communication of global incidents.

• Develop and standardize internal processes, reporting, training, and documentation as we scale, enhancing platform stability and business growth.

• Monitor and improve workflows for ticket resolution and incident management to improve speed to resolution, efficiency, and customer satisfaction.

• Develop and track key metrics to measure team performance and identify opportunities for continuous improvement.

• Create and maintain a centralized knowledge base of best practices and operational procedure guides for both support team use and use by the greater organization.

• Partner with the Product team to inform future development for new features and functions needed to provide an exceptional customer experience.

• Partner with brand teams to identify common tasks that can be centralized and managed by the offshore 24/7 support team.

• Develop a roadmap and implement processes to transition these tasks efficiently while maintaining the team’s primary focus on support.

• Develop and execute project plans to restructure global teams, centralize tasks, and optimize workflows.

• Collaborate with cross-functional teams and stakeholders to align priorities, set milestones, and deliver results.

• Ensure effective communication and change management throughout the organization during process transitions.

Knowledge, Skills, and Abilities Required:

• 5+ years of relevant experience in digital/IT operations and support.

• 2+ years as an effective and compassionate team leader.

• Demonstrated drive, curiosity, attention to detail, and a proven record of success.

• Expertise in project management, effectively prioritizing and executing against multiple goals under tight deadlines.

• Excellent verbal and written communication skills; ability to develop and deliver tailored messages and communications to relevant stakeholders.

• Demonstrated knowledge in DTC digital operations (eComm and physical stores), aligning technical capabilities with individual brand team objectives.

• Experience with web performance monitoring tools.

• Experience with workflow management and collaboration tools (Jira, Confluence, Teams)

• Experience using the Business Manager within Sales Force Commerce Cloud (Demandware) managing ecommerce site catalogs, content, promotions, and preferences.

Working Conditions:

Normal office environment.  Some travel may be required.

Wolverine Worldwide has a flexible, hybrid work schedule, with three days in office and two days remote.

#LI-Hybrid #LI-MM1

The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills which may be required.

Wolverine Worldwide, Inc. is committed to creating a company that is as diverse as our consumers. We value the differences in one another and believe our differences make us stronger. Our diverse and inclusive corporate culture starts with the recruitment process. We are committed to being an equal opportunity employer. We aim to create equal opportunities for our associates, customers, and suppliers regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other legally protected characteristic.