Customer Solutions Manager - Supply Chain

Posted Date: Jul-12-2021

Job ID: 20625

Job Type: Full Time

Job Function: Supply Chain / Logistics

City: Seattle

State: Washington

Store: Seattle HQ

Remote Eligible: No



Please visit the Covid-19 Hiring Updates before applying


What's cool about this job

This job contributes to REI’s success by supporting commerce operations for initiatives related to the Customer Fulfillment experience of our digital and physical retail lines of business. Primary responsibility includes the development of and the customer fulfillment roadmap that meets the advancing customer expectations for affordable, sustainable speed of delivery. The Manager of Omni-Channel strategy / Customer Solutions will work closely with Supply Chain Ops and Logistics, Order Management Product team, Digital Product Management and cross divisional leaders to support analysis and optimization and capability advancement of the digital customer experience, to include but not limited to: delivery speed sustainable delivery options, returns experiences, remote order fulfillment experiences, and integration of commerce with experiential aspects of our business.  This position leads a team of an analyst, and (indirectly) a program manager and project managers to collaborate in quantifying customer value and bringing new fulfillment solutions to life. This position will be working in environments with a lot of ambiguity while working with others to develop solutions and processes where none existed previously. Models and acts in accordance with REI’s guiding values and mission.


  • Identifies and communicates key responsibilities and practices to ensure the organization promotes a successful attitude, confidence in leadership, and teamwork to achieve business results
  • Supports the implementation of company programs, procedures, methods and practices to promote REI key messages
  • Challenges and inspires employees to achieve business results
  • Ensures employees adhere to legal and operational compliance requirements
  • Oversees training and development of employees directly and indirectly managed and makes effective staffing decisions
  • Conducts and ensures the completion of performance reviews
  • Provides coaching, direction and leadership support to employees in order to achieve department, company and customer results
  • Establishes and maintains visibility within the department
  • Monitors operational statistics, reports trends, variances and issues, and takes appropriate action
  • Aligns the Supply Chain Strategy Roadmap and Network of the Future goals and initiatives specifically in advancing the Customer Fulfillment experience
  • Develops a roadmap for transactional capability development aligned to greatest customer impact, informed by internal customer insights and external industry research, for Supply Chain capability development aligned to greatest customer impact including but not limited to speed, sustainability and customer choice
  • Aligns with Order Management and Digital Product Management priorities for prioritizing and sequencing of fulfillment and returns capability
  • Supports analysis and process improvement efforts around fulfillment and returns customer experience
  • Supports integration of new fulfillment capabilities (lockers, autonomous vehicles, etc.) into existing solutions
  • Works with order management and digital commerce as business stakeholder, driving OM capability advancement
  • Collaborates cross-divisionally effectively to ensure long-term viability of solutions
  • Encourages an open and creative feedback process to increase Omni-Channel potential
  • Inspires others to lend discretionary efforts toward Omni-Channel development
  • Creates and communicates bold ideas, backed with solid data, and evaluates developing market capabilities from an REI customer perspective

Bring your passion and expertise

  • 5+ years experience supporting omni-channel fulfillment capabilities in a retail environment, including Direct to Consumer ecommerce, Buy Online/Pickup in Store programs, same day delivery programs, and returns management
  • 5+ years experience leading others in a dynamic and ambiguous work environment
  • Proven experience of leading people, projects and initiatives through examples of clear, critical thinking, with awareness of varietal points of view
  • Proven experience using data to deliver insights, presenting complex information in simple, easy to understand format. 
  • Experience with Tableau or other data visualization tools
  • Advanced Excel and Powerpoint skills
  • Experience with SQL or equivalent database queries, a strong understanding of data structure
  • Lean Six Sigma experience is preferred
  • Proven project management skills, able to successfully manage the needs of a diverse set of stakeholders
  • Able to meet multiple simultaneous deadlines with minimal assistance
  • Effective enterprise navigational skills and ability to foster cross divisional alignment and support for omni-channel programs
  • Builds capacity of individuals and teams through effective employee development, involvement, communication, and supervision efforts
  • Creates a strong, mutually supportive work spirit and culture where people can do their best
  • Establishes trust and inspires others
  • Makes effective organization and people decisions in a manner consistent with REI's values and ethics
  • Delivers on commitments and holds others to same
  • Champions the organization and advocates solutions in the overall Company's best interest
  • Uses business knowledge, innovative thinking, and sound judgment in the solution of problems or the pursuit of business opportunities. 
  • Consolidates information from various sources including feedback from others to reach sound decisions
  • Considers the ultimate impact of decisions and actions on internal and external customers
  • Fosters change in company direction
  • Effectively plans and executes changes

At REI we offer an enviable work environment that Fortune Magazine has recognized on the "100 Best Places to Work" list since the award's inception – 23 years in a row! Sure, we work hard, but it’s balanced with time off to play—a strategy that works for us as we continue to grow and thrive. Want to enjoy a workplace where you can be yourself, be heard and be respected while having a job that challenges you? This is the place.

With more than 160 retail locations (and growing), REI offers unique competitive benefits to its more than 15,000 employees, including healthcare, gear and apparel discounts, free equipment rentals and challenge grants to help employees reach personal outdoor goals, generous retirement plan contributions, public transit subsidy, adoptions assistance, paid sabbaticals, and more.

REI is an Equal Opportunity Employer

NEW YORK CORRECTION LAW
ARTICLE 23-A, Section 753
LICENSURE AND EMPLOYMENT OF PERSONS PREVIOUSLY CONVICTED OF ONE OR MORE CRIMINAL OFFENSES

§753. Factors to be considered concerning a previous criminal conviction; presumption.

1. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall consider the following factors:

(a) The public policy of this state, as expressed in this act, to encourage the licensure and employment of persons previously convicted of one or more criminal offenses.

(b) The specific duties and responsibilities necessarily related to the license or employment sought or held by the person.

(c) The bearing, if any, the criminal offense or offenses for which the person was previously convicted will have on his fitness or ability to perform one or more such duties or responsibilities.

(d) The time which has elapsed since the occurrence of the criminal offense or offenses.

(e) The age of the person at the time of occurrence of the criminal offense or offenses.

(f) The seriousness of the offense or offenses.

(g) Any information produced by the person, or produced on his behalf, in regard to his rehabilitation and good conduct.

(h) The legitimate interest of the public agency or private employer in protecting property, and the safety and welfare of specific individuals or the general public.

2. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall also give consideration to a certificate of relief from disabilities or a certificate of good conduct issued to the applicant, which certificate shall create a presumption of rehabilitation in regard to the offense or offenses specified therein.