Customer Experience Lead

ABOUT THE POSITIONThe eCommerce team powers our US and Canada Columbia.com sites and our Customer Care Center. From merchandising and marketing to product management and technology, the consumer is central to everything we do. The eCommerce team is known for the relentless improvement of the customer experience striving for a better, faster, easier experience.The Customer Experience Lead provides timely answers and support for complex questions and inquiries, handles executive escalations and formal complaints, and contacts customers to solve problems and solicit feedback through our Winback program. This person will also proactively offer recommendations for consumer experience issues and concerns and provide recommendations for improvements to current practices.HOW YOU’LL MAKE A DIFFERENCEUtilize advanced knowledge and use of tools, policies, and practices to answer questions and effec