Who We Are:

Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today. At New Balance, We Got Now.

JOB MISSION:

As an Athlete Services Manager, you will play a pivotal role in ensuring our athletes receive exceptional, boutique service and support throughout their journey with our brand. You will be the primary point of contact in the Product Organization, for athletes, addressing their product inquiries and concerns, and providing personalized assistance to enhance their overall experience. This role requires an understanding of biomechanics, product creation, and a genuine passion for connecting with athletes and solving their problems. In this role you will be the point person within the Product Organization for all athlete engagement as it relates to footwear product expertise.

MAJOR ACCOUNTABILITES:

Product Creation and Knowledge:
* In concert with our Sports Research Lab and Innovation team members, you will plan and manage athlete data analysis. Lead customized product briefings using the learnings from athlete interactions, data insights and sports research. Ensure product is validated and delivered on time.
* Stay updated on the latest product releases, technologies, and features to provide accurate information and guidance to athletes.
* Assist athletes in selecting the right footwear based on their preferences, activities, and performance needs.

* Direct and guide the development of custom footwear solutions for Athletes in partnership with Innovation and In-Line product creation groups.

Athlete Engagement:
* Cultivate strong relationships with athletes, understanding their unique needs and preferences as the voice of the Elite Athlete within New Balance's Product Creation team.
* Develop authentic relationships with the athlete's team (medical staff, management, coaches, trainers).
* Engage with athletes to gather feedback on products and future-facing solutions. Engage with the athlete team with the goal of gaining an aligned view of the athletes needs.
* Act as the Product Organization coordinator for all athlete interactions. Lead planning sessions, identify stakeholders, and ensure a boutique athlete experience is delivered with each interaction.

Customer Service and Support:
* Provide prompt and effective resolution to athlete inquiries, concerns, and requests.
* Collaborate across the organization to address and resolve complex issues, ensuring a positive resolution for athletes.
* Implement strategies for delivering personalized service to athletes, ensuring a unique and memorable experience with the brand.
* Plan and manage the operational business including the maintenance and analysis of athletes' data and feedback

Athlete Event and Program Support and Operations:

* Support athlete product needs prior to major sporting events (Olympics, World Championships, etc.).

* Collaborate with Sports Marketing to put in place a product service or support system during major sporting events.

* Lead customized product, back-end planning to ensure a system is in place for expedited delivery of customized offerings.

REQUIREMENTS FOR SUCCESS:
* A degree in Engineering, Biomechanics, or related discipline. A Master's degree is preferred.
* 5 years professional experience, in a technical role, working in the footwear industry.
* Excellent communication, multi-tasking, and organization skills with the ability and willingness to work in a team-oriented, creative environment.

• Knowledge in the footwear creation process and an understanding of the interaction between product solutions and the athlete.

* Strong project management skills.
* Excellent PC skills, i.e. spreadsheet, database, field-related software, and word processing.
* Ability to effectively balance work in-person and remotely to fit with New Ways of Working.
* A successful candidate will be curious, open minded, always up for a challenge.
* Knowledge of and passion for sport.
* Knowledge in anatomy and biomechanics.
* Domestic and international travel required.

Regular Associate Benefits

Our products are only as good as the people we hire, so we make sure to hire the best and treat them accordingly. New Balance offers a comprehensive traditional benefits package including three options for medical insurance as well as dental, vision, life insurance and 401K. We also proudly offer a slate of more nontraditional perks - opportunities like online learning and development courses, tuition reimbursement, $100 monthly student loan support and various mentorship programs - that encourage our associates to grow personally as they develop professionally. You'll also enjoy a yearly $1,000 lifestyle reimbursement, 4 weeks of vacations, 12 holidays and generous parental leave, because work-life balance is more than just a buzzword - it's part of our culture.

Temporary associates are provided three options for medical insurance as well as dental and vision insurance and an associate discount.

Part time associates are provided 401k, short term disability, a yearly $300 lifestyle reimbursement and an associate discount.

Flexible Work Schedule

For decades we have fostered a unique culture founded on our values with a particular focus on in-person teamwork and collaboration. Our North American hybrid model encourages rich in-person experiences, showcasing our commitment to teamwork and connection, while maintaining flexibility for associates. New Balance Associates currently work in office three days per week (Tuesday, Wednesday, and Thursday). Our offices are fully open, and amenities are available across our North American office locations. To continue our focus on hybrid work we have introduced "Work from Anywhere" (WFA) for four weeks per calendar year. This model will help us enhance our culture while continuing to maintain elements of flexibility.

Equal Opportunity Employer

New Balance provides equal opportunities for all current and prospective associates and takes affirmative action to ensure that employment, training, compensation, transfer, promotion and other terms, conditions and privileges of employment are provided without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, handicap, genetic information and/or status as an Armed Forces service medal veteran, recently separated veteran, qualified disabled veteran or other protected veteran.