Deckers Brands is looking for a Senior Associate, Customer Experience New Launches to act as a pivotal operational bridge. You will ensure our 15,000 frontline support workforce is prepared for every major company initiative by driving the readiness lifecycle. This role translates complex product launches, policy shifts, and tooling updates into actionable plans for our agents.

What You'll Do

Lead launch readiness by independently owning and driving the operational preparedness for key company changes, including new tools, policy rollouts, and future-state support capabilities.
Bridge the gap by representing the voice of the frontline, proactively collecting feedback and ensuring strategic plans are translated into clear, documented, and scalable processes for our global network.
Be a key connector by building strong, trust-based partnerships across diverse teams (Product, Engineering, Policy, etc.) to drive alignment and anticipate operational impacts before they occur.
Make an impact at scale by directly enabling thousands of support agents to confidently deliver exceptional service.

What We're Looking For

Proven track record of autonomous project execution and the organizational rigor to manage multiple complex initiatives simultaneously.
Exceptional communicator and influencer who can confidently engage and align stakeholders at various levels.
Strong operational mindset with high attention to detail and a passion for designing scalable processes and reducing friction.
Analytical thinker with comfort in using data and dashboards to inform readiness planning and validate outcomes.
Thrive in fast-paced, ambiguous environments and see complexity as an opportunity to simplify and build.

Nice to Have

SQL experience is a plus.

Team & Environment

This role reports to the Manager, Customer Experience - Readiness, on our Readiness team within the CXI organization.

Benefits & Compensation

Compensation: $74,800 - $110,000 USD + equity opportunities.
401(k) plan with employer matching
16 weeks of paid parental leave
Wellness benefits
Commuter benefits match
Flexible paid time off/vacation for salaried roles
80 hours of paid sick time per year for salaried roles
Medical, dental, and vision benefits
11 paid holidays
Disability and basic life insurance
Family-forming assistance
Mental health program

Work Mode

This is a hybrid position with locations in San Francisco, CA; New York, NY; Los Angeles, CA; Seattle, WA; Washington D.C.; Chicago, IL; and United States - Remote.

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives.