Digital CX Specialist, Armada

Amer Sports is a dynamic, global sports company offering passionate achievement-oriented professionals the chance to succeed and flourish in an international environment. Our globally recognized brands include Armada, Arc’teryx, Salomon, Wilson, and Atomic.  We are a company where ambitious, competent and motivated people can make their mark. All our team members are ready to strive for the best of the company and to win together. Just like our customers, we are dedicated to an active lifestyle and sports.  Join us.

We are currently seeking a Digital CX Specialist for our Armada brand and team.  This individual will ensure Armada delivers clear, confident, and consistent customer experience by owning customer-facing ecommerce content, service enablement, and post-purchase workflow integrity.  They will own the customer experience preparedness and operational integrity across e-commerce and service channels.  

Specific responsibilities include, but are not limited to:

Customer-Facing Content & Configuration

• Own FAQs, shipping, returns, warranty, and policy content across .com.
• Maintain configuration and accuracy of transactional flows and customer communications.
• Manage reviews and social DMs related to ecommerce and product inquiries.
• Ensure clarity, compliance, and seasonal readiness of all customer-facing ecommerce content.

 Service Enablement & Launch Readiness

• Create and maintain product and seasonal training materials for CS teams.
• Ensure CS readiness for launches, new categories, and site changes.
• Define and maintain service quality standards and documentation.
• Support structured onboarding and knowledge transfer processes.

 Post-Purchase Oversight

• Manage post-purchase escalations and document resolutions.
• Partner with service providers to protect workflow integrity across fulfillment and returns.
• Identify friction points in transactional processes and propose improvements.
• Support configuration of returns workflows and CX tools in partnership with vendors.

 Voice of Customer & Continuous Improvement

• Collect and synthesize customer feedback from CS, DMs, reviews, AI chatbots, and surveys.
• Translate feedback into actionable improvements across merchandising, marketing, and operations.
• Surface recurring issues tied to product data, presentation, or policy gaps.

This role requires 2–4 years in ecommerce, customer service, or digital operations.  A bachelor’s degree in a business-related field or equivalent work experience in lieu of degree may be considered. Other qualifications include:

• Customer service platforms and workflows
• Ecommerce order and returns systems
• Documentation and training development
• Strong written communication
• Fluent English; German or French a plus
• 2–4 years in ecommerce, customer service, or digital operations
• DTC experience preferred
• Experience in the sports & outdoor business; retail, manufacturing, or etail. 
• Be an expert and have an outstanding knowledge of customer-first mindset
• Be an expert and have an outstanding knowledge of attention to detail
• Be an expert and have an outstanding knowledge of clear communication
• Be an expert and have an outstanding knowledge of Problem-solving
• Must have a very broad and strong knowledge of process discipline

What We’ll Provide

This role is based at our modern distribution center in Park City, Utah (Armada HQ) or Innsbruck, Austria (Armada EU HQ).  We offer a great working environment in the sports industry with talented & passionate colleagues all over the world!  Other benefits and perks include: 

• Medical, dental and vision available the month after hire
• 401k retirement plan
• Paid time off and Holidays
• Life insurance, pre-tax transit benefit program
• Discounts on Amer Sports products
• Healthy Lifestyle & Wellness programs

Amer Sports is an equal opportunity employer.  Qualified applicants will be considered without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other legally protected characteristics.