[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

  • At Crocs, Inc., we believe life’s too short for uncomfortable shoes. It was founded in 2002, and is headquartered in Broomfield, Colorado, USA, with a workforce of 5001-10000 employees. Its website is

  • Company H1B Sponsorship

  • Crocs, Inc. has a track record of offering H1B sponsorships, with 8 in 2026, 12 in 2025, 12 in 2024, 18 in 2023, 7 in 2022, 6 in 2021, 5 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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