Lead, Customer Service & Operations, South Korea

In short

We are excited to offer the role of Lead - Customer Service & Operations (internally called Happiness Delivery) to a strategic, passionate and service oriented team player who will lead the Customer Service team located in Seoul.

Leveraging your strategic mindset to identify growth opportunities, your exceptional problem-solving skills to navigate challenges, and your extensive experience in leading teams to inspire and motivate, you will be instrumental in establishing a strong foundation for the company's future expansion and driving operational excellence within the region.

Your Mission

Strategic Foundation & Process Improvement: Identify opportunities for enhancement across Customer Service, Warehouse, and Logistics, driving improvements through collaboration with cross-functional and cross-geographical teams.

Operational Excellence & Efficiency: Implement a structured, data-driven approach to ensure smooth operations. Support the team's daily activities and lead by example, focusing on effective and efficient approach to problems.

Team Leadership & Talent Development: Coach and mentor the team to foster a solution-oriented, efficient work style in a dynamic environment, embodying the On spirits. Lead strategic planning for team growth and actively participate in the hiring process.

Performance Analysis & Strategic Execution: Define, analyze, and report on KPIs like order fulfillment, service-level agreements, customer satisfaction (NPS), response time, and backlog. Translate business priorities into actionable plans to support team development and growth.

Cross-functional Partnership & Customer Advocacy: Forge strong relationships with internal and external stakeholders (Sales, Retail, Marketing, Logistics, Finance) to ensure seamless information flow, resolve challenges collaboratively, and drive exceptional customer satisfaction and brand reputation.

As one of the early key members of the team in South Korea, On will rely on your expertise to design and implement efficient, customer-centric customer service and operational processes from the ground up, all while maintaining clear and consistent communication with, and reporting directly to, the Senior Lead for Japan and South Korea.

Your story

Operational Excellence: A proven track record with strong practical skills in customer service, account management, logistics, or related operations. Demonstrated ability to leverage a data-driven approach to continually analyze, question, and optimize operational processes for success.

Leadership & Team Development: Minimum 3 years of experience in a leadership role within customer service, account management, logistics, or related operations. Proven ability to motivate teams, drive performance improvements, and build high-performing teams in an agile, high-growth environment.

Entrepreneurial Drive: Demonstrated experience in building operations from the ground up and navigating complex, ambiguous challenges. Proven ability to thrive in a demanding, fast-paced environment with autonomy and responsibility.

Communication & Collaboration: Excellent cross-level and cross-departmental communication, coordination, and interpersonal skills. Exceptional listening and questioning abilities, with a strong capacity to build collaborative working relationships. Native-level fluency in Korean and business proficiency in English (written and oral).

Industry & Technical Proficiency: In-depth understanding of the sporting goods or Fast-Moving Consumer Goods (FMCG) industry is preferred. Proficiency in using CRM systems such as Microsoft Dynamics 365 and Salesforce, as well as Google Workspace applications.

What to expect

We want to set everyone up for success, so here’s the lowdown on how we hire. Our process is a two-way street – bringing you into our culture, while helping us learn how you think.

Our full process can last about eight weeks from application to offer, because we care about getting it right. These steps explain how we usually do things.

Before you get started, feel free to consider if you want to work with us. Strange question? Well, we give people a lot of space to navigate their day-to-day and that style isn't for everyone. We want you to be passionate about what you do and be sure this is the right fit. Because when skills and passion combine – it creates that 'Wow' moment.

• Step One

  It starts with you...

  You'll start by submitting your application to a specific role. We try to keep this step as simple as possible. We do get a lot of applications, but we review them all. We ask that you allow around 14 days for us to come back to you with a response. If you are a good fit to the role, someone will follow up with you within that window. If you didn't receive a reply, or were unsuccessful this time around, we encourage you to look for other possible matches at On.

• Step Two

  Interview with a recruiter

  What ignites your spirit? This is where we’ll start getting to know all about you and what makes you tick – and it’s your first chance to get a feel for our culture. Chatting with a member of our talent team, you’ll learn more about On and how we work. We’ll learn about what motivates you and what you could bring to the team.

• Step Three

  Interview with a hiring manager

  Ready to dig into the details? This second interview will be held with your future manager and will focus on the specifics of the job. Together you’ll delve into your unique skills and experiences and how they could be relevant at On. It's also a time to assess how you might feel working side-by-side. Bring any questions you have about the job, the team or anything else you might like to know – this is an open forum.

• Step Four

  The Case Study

  What's your style? This task will help us understand how you think, face a challenge and give insight into your novel ideas. Designed to give everyone their best shot, your case study is based on something you might typically experience on the job. This is your chance to show us what you’ve got. So express yourself. Be you.

• Step Five

  The Experience Day

  Your first taste of the Oniverse. This is a time to meet some of the people you'll be working closest with. In person or virtually, you'll get a feel for the day-to-day at On and the people who make it happen. You'll chat with a few potential teammates - the conversations will be as equally driven by the role and your experience as by our values. We believe how you do things is just as important as what you do.

• Step Six

  The Result

  Are we a good fit? We’ll get together internally to share our feedback and decide if we’re a match. We know that job searching is a big time investment, so it’s not a decision we take lightly. It’s also time for you to reflect on the experience – are we the right place for you? No matter the outcome, we’ll give you meaningful feedback.

Step One:

It starts with you...

You'll start by submitting your application to a specific role.

We try to keep this step as simple as possible. We do get a lot of applications, but we review them all. We ask that you allow around 14 days for us to come back to you with a response. If you are a good fit to the role, someone will follow up with you within that window. If you didn't receive a reply, or were unsuccessful this time around, we encourage you to look for other possible matches at On.