At a Glance:

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

The Director of Account Services is responsible for leading a large, multi-layered team, driving strategic service excellence to our retailers, ensuring order book excellence, and owning the long-term evolution of how we serve our retail partners at scale. Your key partner will be the Sales team, who is focused on the long-term time horizon for the accounts, with. Account Services focused on the account’s near-term needs. You’ll also interact daily with cross-functional internal partners including Finance, Logistics, Sales Ops and Operations.

This is a strategic leadership role that will champion the transformation of Account Services into a best-in-class team that delivers premium service to our wholesale partners. The Director of Account Services will elevate ways of working, introduce scalable tools and processes, and create a premium service model that strengthens our wholesale partnerships and supports continued growth…all possible through a world-class Account Service function that is digitally enabled, partner-centric, and optimized for operational excellence.

Your Team:

You are part of the Americas Operations management team, reporting into the Senior Director, Americas Operations, and will be leading up to 5 - 7 direct reports and with a total team of approximately 40 people across the Portland and Sao Paulo offices.  This team continuously challenges the status quo and industry standard of what customer service looks like.

Your Mission

• Team Leadership:  
  • Inspire and mobilize a large complex team across multiple markets, creating a strong leadership bench and culture of excellence
  • Champion a mindset shift from transactional service to strategic partnership and solution-orientation, with a measurable foundation of objectives and key performance metrics
  • Provide coaching, mentoring and career development opportunities for your team - own the accountability to develop the future leaders of On
  • Foster a positive and high-performing team culture
• Cross-Functional Business Partnership:
  • Serve as a critical voice within Americas Operations and Commercial leadership teams, representing the needs, capabilities, and evolution of the Account Services function
  • Partner with Sales, Logistics, Planning, and Finance to co-own the end-to-end order-to-cash experience and proactively solve cross-functional friction
  • Influence seasonal readiness and service strategy by aligning account needs with internal planning and delivery capabilities
• Account Relationship Management:
  • Develop and maintain strong relationships with accounts that are founded in clear and measurable service expectations, swift issue resolution, proactive risk management and continuous improvement
  • Proactively identify potential issues and address account concerns promptly
  • Act as primary point of contact for our accounts for complex client issues and escalations
  • Constantly pursue order book excellence, identifying risk to achieving on time deliveries, sales target and/or strategic objectives (e.g. delivery blocks, express shipments, inbounds ETA)
• Performance Monitoring and Reporting:
  • Define and own strategic KPIs across fulfillment execution, customer satisfaction, efficiency, and cost-to-serve
  • Drive a performance culture through data transparency, root-cause analysis, and continuous improvement loops
  • Regularly report on team performance to senior management, highlighting key trends and insights

Qualifications

• Proven track record of building high-performing, engaged teams that deliver results and cultivating a strong, inclusive culture where everyone has the opportunity to be their best
• 10+ years’ experience working in Sales, Account Services, Customer Service, Supply Chain, and/or Operations teams is required ideally with a sports, apparel, or outdoor company.  Additional experience in Supply Chain, and/or Operations is welcomed.
• 7+ years experience leading a diverse and inclusive team, including leading leaders, and 3+ years in a senior leadership role
• Demonstrated success in leading complex and  large-scale teams, including people managers, across multiple markets or channels
• Deep knowledge of wholesale partner operations in athletic footwear or apparel; experience with key accounts like Foot Locker, Nordstrom, JD Group, and other strategic retailers
• Proven ability to design and lead service transformation initiatives, integrating systems, process redesign, and organizational change
• Strong commercial and operational acumen with the ability to influence cross-functional and to executive stakeholders and can simplify complex topics in an approachable manner to all levels of the organization.
• 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
• 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
• And to end where we started, with team, possess the natural ability to plan, adjust, execute, win, and celebrate as a team.