On Running

Portland, OR, USA Remote

Full time


Nov 14

At a Glance:

This role is located in Portland, OR for a hybrid work environment.

Available today in over 50 countries and cited as “the fastest growing sports company in the world”, On's success comes down to two reasons: incredible products - and incredible people. It has one simple mission: make running fun. A team of sports scientists, world-class athletes and passionate sports enthusiasts spearhead this mission, and has resulted in On shoes and Performance Running Gear winning design and technology distinctions the world over.

As our Head of Account Services, your number one job is to deliver the WOW to our B2B accounts in US and Canada. You will drive operational excellence and create the industry standard for the ease of doing business. With your team being the first point of contact for our retailers and sales team, you will be responsible for the continuous innovation and success of the wholesale customer service team including ownership of team KPIs, order book management, and all inquiries coming in from our accounts and internal sales teams. You will also interact daily with cross-functional internal partners including Sales, Finance, Logistics, and Operations.

Your Team:

You are part of the North America Operations management team and will be leading up to 5 - 7 direct reports and with a total team of approximately 40. This team continuously challenges the status quo and industry standard of what customer service looks like.

Your Mission:

  • Lead the wholesale customer service team, while driving a holistic approach ensuring On delivers the WOW to customers across the US and Canada by providing a premium service and directing the industry standard for the ease of doing business.
  • Drive North America region’s account facing initiatives in partnership with Global teams, including maintaining operational metrics, with a focus on retailer scorecards and driving supply chain capability initiatives including but not limited to direct ship and VAS.
  • Optimize supply chain operations to support wholesale business growth driving OTIF (on time in full) while ensuring profitable and mutually beneficial partnerships with internal and external partners.
  • Collaborate with finance and sales leadership to analyze customer profitability reporting to advise the cross-functional team and initiate strategic opportunities.
  • Partner with distribution, sales ops, and logistics teams within the region and at our global headquarters in Zurich, Switzerland for successful and profitable implementation of wholesale customer compliance, fulfillment, and service initiatives.
  • Drive the implementation of globally standardized wholesale business reports, processes, and Looker (BI) tools while aligning with peers in EMEA, APAC, and LATAM regions.
  • Collaborate with Sales (B2B/DTC) and Demand Planning leadership on inventory trends and projections as needed.
  • Define the long-term strategy of the Account Services team and develop long range planning and improvements to align with profitable growth and scale.

Your Story:

  • 8+ years’ experience working in customer service, supply chain, and/or operations teams ideally with a sports, apparel, or outdoor company
  • 3+ years experience leading a diverse and inclusive team, including managing managers
  • You are a positive, proactive, and inspiring leader with a diligent and organized working method and a high attention to detail
  • Ability to partner with Sales Leadership and Global peers across time zones to meet objectives with stellar communication and collaboration skills to scale the NA business
  • Excellent written and verbal communication skills and can simplify complex topics in an approachable manner to all levels of the organization
  • In depth knowledge of CRM, ERP and EDI platforms such as Salesforce, Microsoft Dynamics D365 and SPS commerce
  • Demonstrated understanding and experience working with vendor guidelines, EDI vendor requirements, purchase order and ASN transmissions
  • The natural ability to plan, adjust, execute, win, and celebrate as a team.

What we offer:

We offer a dynamic, challenging and sportive environment that has been ranked as the ‘fastest growing sports company’ of its time. With offices across the globe, we are an international team who is hungry to innovate and build something incredible. We foster an active environment where each individual thrives for excellence and can achieve their full potential. This is where your work matters, you’re hands-on and your team members are amongst the very best in their respective disciplines and fields. 

If you are driven to bring On to the next level, curious about the opportunity and want to be part of our growing team send us your application, and join the ONiverse!

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination. We are requesting that you provide sensitive demographic information such as gender identity and race/ethnicity to help us ensure that we are creating equitable and fair experiences for all potential future team members. You are not required to provide this demographic information and this information will in no way impact your eligibility for hire.

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