Manager, Competitive Cyclist Gearhead Operations

At Backcountry, our mission is to connect people to their passions. Our four online stores—Backcountry, Competitive Cyclist, MotoSport 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, superior shopping experience, personalized Gearhead expertise, lightning-fast and accurate fulfillment, and inspirational, informative, and community-centered content. 

The Gearhead Operations Competitive Cyclist Manager is the driving force for positive influence to our Competitive Cyclist Gearhead team. You’llbe responsible for the entire customer journey for Competitive Cyclist customers including inbound sales and service, loyalty customer outreach, and support.  You’ll create a lively performance-oriented environment through creative motivation, meaningful training, and effective leadership. You will optimize the customer experience to ensure that we exceed satisfaction at every interaction by enlisting Gearheads to become advocates for their customers and finding solutions that address all their needs.  You’ll do all of this while maintaining focus on costs and achieving service levels across all lines of business.  

Reporting to the VP of Gearheads, this role will lead the evolution of our sales and service experience through Gearhead engagement and activities, establishing Gearheads as our primary differentiator. You’ll do this by leading a group of leaders 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, contact center leaders, 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, 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.     

This position will report into the VP Contact Center Operations. 

• Oversee the performance of the Competitive Cyclist inbound sales and service team to ensure the achievement of business goals and targets. Tracking team and individual results to identify and act on both positive and negative performance trends. 
• Manage the loyalty and outbound customer sales and support program for Competitive Cyclist to ensure customer retention and satisfaction while driving meaningful customer interactions with their connected Gearheads. 
• Provide operational guidance and feedback to our external vendor support partners, ensuring performance KPIs are met, and customers receive excellent service across all support locations. 
• Develop a comprehensive performance management system that includes regular evaluations, feedback, and developmental opportunities for staff that creates a culture of accountability that reinforces and cultivates authenticity between our Gearheads and customers while providing visible leadership that fosters a sense of ownership of work and encourages team innovation and development. 
• Coach and mentor the Competitive Cyclist inbound and outbound teams to improve their skills, knowledge, and productivity while consistently monitoring contact queues between customers and staff to ensure quality and consistent superior customer experience is being delivered. 
• Enabling Team Leads, Coaches, and Gearheads with the tools and support necessary to manage difficult or emotional customer service situations. 
• 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 through developing and reinforcing a culture of relationship-based selling and selling practices designed to improve conversion, cross-sell, and upsell success rates. 
• 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. 
• 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. 
• Actively embody and promote Backcountry and Competitive Cyclist's core values in day-to-day operations and decision-making, setting a strong example for the team while partnering with all peer leaders to ensure success of all Gearhead departments and business operations.  

• In-depth knowledge of bicycles and the bicycle industry required. 
• 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.   

• Executive Access: Work directly with brand CEOs and senior leadership, solving real business problems and earning mentorship from top operators.  
• AI-First Skill Building: Get hands-on with the most advanced AI tools in the market. From automation to prompt engineering, you’ll build a modern tech stack that sets you apart in any industry.  
• Accelerated Career Path: High performers are quickly entrusted with greater responsibility, new challenges, and leadership opportunities across our portfolio of brands.  
• Competitive benefits: Paid time off policies, 401(k)/RRSP match, medical/dental/vision and a variety of supplemental policies, and employee discounts at our portfolio companies 

• 📞 Step 1: If you align with our vision and meet the qualifications, we’ll reach out to schedule a conversation and introduce CSC.  
• 🧠 Step 2:You’ll complete a short AI or product-building challenge so we can understand how you approach problems and execution.  
• 💬 Step 3:Participate in deep-dive interviews with CSC leadership focused on your experience, product mindset, and operational thinking.  
• 📩 Step 4: Offer. We’ll move fast for the right candidate.  

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions 
• Keyboarding: Entering text or data into a computer or other machine by means of a traditional keyboard 
• Speaking: Expressing or exchanging ideas by means of spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly 
• Hearing Requirements: The ability to hear, understand, and distinguish speech and/or other sounds (in-person speech, telephone, other remote speech) 
• Near Visual Acuity: Clarity of vision at approximately 20 inches or less (i.e., reading small print), including use of computers  

The CSC family of brands provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, provincial, state or local laws. 

It is unlawful in Massachusetts to require or administer a lie-detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. 

The CSC family of brands is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please contact [email protected].