Sr. Manager, Retail & Customer Service
Unrivaled TeamwearOverview Leads the Retail Services and Customer Service functions, owning the full order lifecycle for large retail accounts and the service experience for customers, sales managers, and representatives. Sets departmental strategy, annual operating plans, and performance targets that support Unrivaled Teamwear’s revenue, delivery, and customer satisfaction goals. Serves as the primary operational partner to Sales, Production, Demand Planning, Finance, Business Integration, and IT, translating forecasts and customer programs into capacity, staffing, and process plans. Represents the department with senior leadership, providing clear visibility into performance, risk, and opportunity, and drives cross-functional decisions that protect delivery commitments. Builds and develops a high-performing organization through managers, leads, and individual contributors, establishing clear accountability, succession depth, and a culture of service, ownership, and continuous improvement. About Unrivaled Teamwear Unrivaled Teamwear is the fast-growing parent company behind Gear for Sports and Knights Apparel. Headquartered in Lenexa, Kansas, we design, decorate, and deliver team gear — tees, fleece, performance wear, outerwear, headwear, and accessories — for customers ranging from big box retailers, college bookstores, golf courses and resorts, and national retailers. We've grown quickly over the past year and expect that growth to continue. We are looking for motivated candidates looking to grow their career alongside the business. Essential Duties Strategy & Planning Develops and executes the annual operating plan for Retail Services and Customer Service, including goals, KPIs, staffing models, and key initiatives aligned with Unrivaled Teamwear’s revenue and service objectives. Leads seasonal and annual capacity planning, using sales forecasts, order bank trends, and program calendars (replenishment, SMU/Sideline, committed MTO) to anticipate volume and align staffing, coverage, and workload ahead of demand. Owns the departmental budget, including headcount, overtime, temporary labor, and training spend; tracks performance to plan and recommends adjustments to leadership. Builds a multi-year roadmap for service and order management capabilities, prioritizing process, system, and organizational investments that improve scalability and customer experience. Partners with Sales leadership on account and program strategy, assessing service requirements, risk, and cost-to-serve for key retail accounts and new programs before commitments are made. Leadership & Talent Development Leads the Retail Services and Customer Service teams through managers and team leads, setting clear expectations, delegating ownership, and holding leaders accountable for results. Designs organizational structure, roles, and account assignments to balance desk loads, ensure coverage and backup across all accounts and functions, and support business growth. Owns the full talent lifecycle for the department, including workforce planning, recruiting and hiring, onboarding, performance appraisals, compensation recommendations, and corrective action. Builds succession and bench strength by identifying high-potential associates, creating development and cross-training plans, and coaching leads into future leadership roles. Oversees the Order Expediter function, ensuring plant-level expediting is coordinated with customer priorities and delivery commitments. Fosters a culture of service, accountability, and continuous improvement; leads regular staff and leadership meetings to communicate priorities, desk loads, performance, and change. Ensures payroll, timekeeping, and attendance practices are managed accurately and consistently across the department. Performance Management & Reporting Establishes and owns the department’s KPI framework (e.g., on-time delivery, order entry accuracy and cycle time, order bank aging, hold resolution, customer satis…