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 POSITIONThe 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 DIFFERENCEWholesale Customer Experience & PartnershipBuild strong, trust‑based relationships with wholesale partners’ supply chain and buying teamsCo‑create solutions that improve service, reduce cost, and strengthen operating marginLead quarterly operational QBRs with Sales and key customerDevelop and manage account specific service level agreements and performance scorecardsCross‑Functional Leadership & InfluenceDrive alignment across Sales, Planning, Fulfillment, Distribution, Logistics, and FinanceInfluence without authority to drive adoption of new processes, tools, and behaviorsRepresent NA Customers operational needs within account plans and supply chain strategiesServe as the connective tissue between internal teams and customer teamsOperational Excellence & Ecosystem PerformanceDiagnose root causes across the order‑to‑delivery lifecycle and lead cross‑functional solutionsImprove OTIF, fill rate, compliance, chargebacks, returns, and other wholesale KPIsLead 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 ecosystemProgram Leadership & Transformation DeliveryLead cross‑functional programs from concept to execution with measurable outcomesSet clear goals, define milestones, and drive accountability across teamsRemove roadblocks, manage risk, and ensure initiatives deliver service, cost, and customer satisfaction improvementsCommunicate progress and outcomes to senior leadership and external partners though an established rhythm of the businessOperating Model EvolutionDeliver a modern operating model that scales, reduces friction, and improves service and profitabilityBring structure and clarity where processes are fragmented, outdated, or ambiguousRedesign policy, roles, workflows, handoffs, and governance across internal teams and wholesale partnersLead Marketplace transformation within the broader Supply Chain Transformation roadmapTeam Leadership & Talent DevelopmentDevelop a forward‑looking team strategy that aligns capabilities, roles, and skills with the future needs of the businessElevate team performance through coaching, clear expectations, and ongoing capability developmentAttract, develop, and retain talent that supports a modern, scalable wholesale operating modelFoster a culture of accountability, clarity, collaboration, and continuous improvementAct as a change catalyst to meet evolving business needsDrives team engagement and promotes an inclusive work environment using effective communication, team building, and collaboration practicesYOU HAVEBachelor’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-LC1This 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. 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 View email address on click.appcast.io with the Subject: Applicant Assistance Requested. #J-18808-Ljbffr Columbia Sportswear Company