Kontoor Brands, Inc. · 18 hours ago
Sr. Manager, Customer Service
Greensboro, NC
Full-time
Onsite
Senior Level
5+ years expKontoor Brands, Inc. is a global company known for its iconic lifestyle and workwear brands. The Sr. Manager of DTC Customer Service will lead a team to provide comprehensive support for ecommerce-related services while ensuring operational excellence and enhancing customer satisfaction.
ApparelBrand MarketingConsumer GoodsE-CommerceSales
Responsibilities
Manages ecommerce customer service across all brands, including a contact center through management of BPO
Collaborates with senior management to develop strategic objectives, policies, and plans for area of responsibility and guides execution concerning matters of significance to the organization
Owns the short to mid-term (1-3 years) execution of functional or business strategy and operational decisions guided by functional or business segment priorities and operational direction of the business, department or sub-function
Implements and executes final decisions and strategy, controls resources and ensures operational direction and effectiveness
Develops departmental plans that reflect organizational business, production, and operational priorities and practices
Accountable for department budget, which may be broad and have far-reaching impact on the functional area
Works on complex issues where problems are not clearly defined and where fundamental principles do not fully apply. Translates business segment strategy into functional plans and guides execution. Participates in corporate development of methods, techniques and evaluation criteria for projects, programs, and people
Lead and develop the DTC Customer Service team to deliver exceptional customer experiences
Design and implement strategies to improve customer satisfaction and loyalty
Collaborate with cross-functional teams to optimize the end-to-end customer journey
Use data and customer feedback to drive continuous improvement in service delivery
Qualification
Required
5+ years in customer service
2+ years in BPO management
Salesforce/CRM and Workforce Management experience
Microsoft Office proficiency
Excellent communication, leadership, and project management
Strong decision-making, goal-setting, and analytical skills
Effective coaching and talent development
Preferred
Bachelor's degree preferred
Benefits
Comprehensive benefit package
Discounts on our apparel
Four weeks of Paid Parental Leave
Flexible Fridays
Tuition Reimbursement
Company
Kontoor Brands, Inc.
Kontoor Brands (NYSE: KTB) is a portfolio of three of the world’s most iconic lifestyle, outdoor and workwear brands: Wrangler®, Lee® and Helly Hansen®.
10001+ employees
H1B Sponsorship
Kontoor Brands, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
2023 (1)
2022 (4)
Funding
Current Stage
Public CompanyTotal Funding
$400M2021-11-23Post Ipo Debt· $400M
2019-05-23IPO
Leadership Team
Scott Baxter
President, CEO & Chair of the Board
Joe Alkire
EVP, Chief Financial Officer & Global Head of Operations
Recent News
thefly.com
2025-12-09
2025-11-10
2025-11-04
Company data provided by crunchbase