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Sr. Manager, Contact Center, Gearhead Sales Operations

GHO, 2607 South Decker Lake Blvd., West Valley City, Utah, United States of America Req #69
Tuesday, November 8, 2022
LOCATION:  Gearhead Operations (Contact Center), West Valley City, UT (this position is not remote eligible)

Within Backcountry Group’s mission to connect customers to their passions, Gearheads are a critical factor in our experience to help customers make that connection with confidence. This role is one of the most exciting in the company as it is at the forefront of driving our customer value proposition through our passion-oriented product experts, Gearheads.   

Reporting to the VP of Gearheads, this role will lead the evolution of our sale and service experience through Gearhead engagement and activities, establishing Gearheads as our primary differentiator. You’ll do this by leading a group of Sales Managers to train, inspire and motivate their Gearheads to bundle their service expertise as an extension of our product offerings; building relevant, authentic and personalized relationships with customers that translates to enhanced loyalty and incremental value to the business. 

This contact center operations leader will collaborate with Gearheads, Proactive Sales Managers and business partners to establish best practices that enhance standardization and process across all selling and customer service functions. A deep understanding of outdoor retail, ecommerce, selling, customer contact center operations, and customer service is required. This leader will need to be a master of people leadership, with a proven track record of successfully leading large teams and delivering process improvement in the name of customer advocacy.   


  • Achieve/exceed annual targets for inbound/outbound sales, incremental customer value, profit and customer satisfaction 
  • Provide accessible leadership that fosters a sense of ownership and professionalism, encouraging team innovation and accountability to a customer centric mentality 
  • Lead and mentor a team of Proactive Sales and Operations Managers to coach, develop and recruit a team of high performing Gearheads for the customer contact center
  • Drive consumer engagement and growth through proactive customer engagement utilizing Gearhead knowledge and expertise 
  • Foster a culture that creates long lasting and highly engaged customer relationships 
  • Develop and reinforce a culture of relationship-based selling and selling practices 
  • Improve conversion, cross sell, and upsell success rates 
  • Understand category-specific landscapes and trends to inform strategy, recruiting, and education needs 
  • Continually strive to refine all selling & service practices and processes, identify best practices, and standardize across teams to ensure a consistent experience is delivered to all customers 
  • Further refine and develop metrics for dashboarding and performance management
  • Collaborate with business leaders to; improve operational efficiency, improve tool and process adoption, iterate tactics and selling methods, test new business partnerships, support merchandising initiatives, and improve incremental impact of Gearheads 
  • Work closely with recruiting, HR, training, and contact center leaders to refine the recruiting, hiring, and training experience (onboarding & continuous education) 
  • Ensure that program activities operate within the policies and procedures of the organization 
  • Establish and implement a performance management process for all program staff 
  • Partner with all peer leaders to ensure success of all Gearhead departments and business operations 
  • Champion Backcountry’s core values through your actions and lead by example 



  • A passionate leader that fosters an inclusive team culture that drives their direct reports and peers to succeed together 
  • Proven success of driving large groups (50+) to achieve long and short-term goals 
  • 5+ years of eCommerce Contact Centers, Customer Service, and Sales Operations experience
  • Ability to communicate, present and influence all levels of the organization, including executive and C-level employees 
  • Proven ability to drive the sales process from plan to close 
  • Proven ability to articulate the distinct aspects of products and services 
  • Proven ability to position products and services against competitors 
  • Demonstrable experience as head of proactive sales, developing client-focused, differentiated, and achievable solutions 
  • Excellent listening, negotiation, and presentation skills 
  • Excellent verbal and written communications skills 
  • BA/BS degree or equivalent experience 


Our mission is to connect people to their passions. Our five online stores—Backcountry, Competitive Cyclist, MotoSport, Bergfreunde, and SteepandCheap—aim to supply our customers with the gear, knowledge, and inspiration necessary to get out there and chase down life’s greatest moments. We do this by providing the biggest and best assortment of premium outdoor products, a superior shopping experience, personalized
Gearhead expertise, lightning-fast and accurate fulfillment, and inspirational, informative, and community-centered content.

We take this concept seriously, both personally and professionally, which for employees translates to careers with growth potential and the ability to take ownership and make an impact daily. Perks such as an excellent gear discount, an annual summer Adventure Contest, summer barbecues, and a pet-friendly office make for a fun work environment. Backcountry employees will have the benefit of working with colleagues who are passionate about their careers as well as the outdoors. Benefits include medical, dental, vision, and disability & life insurance, paid maternity and paternity leave, 401(k) matching, and Flexible Spending or Health Savings Accounts. 


Other details

  • Pay Type Salary
  • Travel Required No
Location on Google Maps
  • GHO, 2607 South Decker Lake Blvd., West Valley City, Utah, United States of America