[Remote] Sr. Key Account Operations Specialist
Note: The job is a remote job and is open to candidates in USA. Crocs, Inc. is a footwear company seeking a Sr. Key Account Operations Specialist to support strategic wholesale account operations. The role owns day-to-day operational relationships, oversees order fulfillment, facilitates business reviews, analyzes performance data, and drives process improvements in collaboration with cross-functional teams.
Responsibilities
- Support operational execution for Canadian wholesale key accounts, ensuring alignment with market-specific requirements and customer expectations
- Serve as the primary operational contact for assigned key accounts, representing Customer Operations in all service-related discussions
- Build and maintain trusted relationships with account operations teams through proactive engagement and transparency
- Facilitate Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) focused on operational performance, continuous improvement, and collaborative value creation
- Align with sales and account management on joint business plans, ensuring operational strategies support growth and long-term partnership
- Oversight to the end-to-end lifecycle of customer orders, from entry through delivery, ensuring accuracy and timeliness
- Monitor allocations, inventory, and shipping performance to proactively address risks or service gaps
- Collaborate cross-functionally to resolve escalations while maintaining accountability for resolution
- Prepare and present operational scorecards and KPIs for key accounts (on-time delivery, fill rate, order accuracy, chargebacks, cancellations, etc.)
- Analyze trends and root causes, providing actionable recommendations to accounts and internal teams
- Translate data into insights that drive both efficiency and improved customer experience
- Identify and champion opportunities to streamline workflows, reduce friction, and improve customer satisfaction
- Pilot new tools, dashboards, and automation initiatives; provide feedback to scale across the Customer Operations organization
- Optimize shipping lanes (X-Dock, Port of Entry, LVDC/OHDC) to balance cost, service level, and inventory flow, proactively identifying efficiencies and resolving exceptions
- Document best practices and establish standardized playbooks for account operations
- Support financial outcomes by minimizing chargebacks, cancellations, and lost sales through proactive account management
- Ensure accurate and timely fulfillment to enable revenue recognition and protect margin
- Partner with sales and operations to identify opportunities that deliver mutual value for the business and its accounts
- Work closely with Sales, Planning, Logistics, Finance, and IT to align on service execution and elevate the end-to-end customer journey
- Act as the voice of the account within internal discussions, ensuring operational priorities are aligned to customer expectations
- Contribute to enterprise initiatives that unify customer operations across brands and key accounts
Skills
- 3–5 years of experience in customer operations, account services, or supply chain management
- Proven ability to manage customer-facing operationalrelationships with large or strategic accounts
- Strong facilitation skills, with experience leading structured business reviews and delivering performance insights
- Proficiency with SAP, Salesforce, and reporting tools; advanced Excel and comfort with dashboards/data visualization
- Excellent communication, influencing, and relationship-building skills
- Continuous improvement mindset. Ability to adapt and thrive in pilot/innovation environments
- Wholesale/retail industry preferred
- Bilingual English/French communication skills (preferred)
Company Overview
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