Sr. Manager, Account Services

Values & Innovation

At Under Armour, we are committed to empowering those who strive for more, and the company's values - Act Sustainably, Celebrate the Wins, Fight on Together, Love Athletes and Stand for Equality - serve as both a roadmap for our teams and the qualities expected of every teammate.

Our Values define and unite us, the beliefs that are the red thread that connects everyone at Under Armour. Our values are rallying cries, reminding us why we're here, and fueling everything we do.

Our pursuit of better begins with innovation and with our team's mission of being the best. With us, you get the freedom to go further - no matter your role. That means developing, delivering, and selling the state-of-the-art products and digital tools that make top performers even better.

If you are a current Under Armour teammate, apply to this position on the Internal Career Site Here.

Purpose of Role

Under Armour Mexico is seeking a strategic, data-driven, and transformational leader to build and lead the country's Commercial Operations & Customer Experience capability.

This role connects Sales, Customer Service, Supply Chain, Planning, Finance, and key wholesale customers to drive commercial excellence across demand planning, order fulfillment, and customer execution.

The Customer Operations Manager will lead a team responsible for Sales Operations, Customer Service, Orderbook Governance, and Commercial Performance Management while developing scalable processes, tools, and capabilities that enable profitable and sustainable growth. This role will drive forecasting accuracy, customer experience excellence, operational efficiency, and organizational capability building to support Under Armour's long-term growth ambitions.

The ideal candidate combines strategic thinking with operational rigor, excels in influencing cross-functional stakeholders, and has a proven track record of developing teams and building high-performing organizations 

Your Impact

1. Commercial Operations Strategy & Governance

• Define and lead the Customer and Commercial Operations strategy for Mexico.
• Establish operating rhythms, governance frameworks, and decision-making processes across Sales and Customer Service functions.
• Lead AOP, LRP, monthly forecasting, and business performance reviews.
• Align cross-functional stakeholders against strategic priorities.
• Develop executive reporting, KPIs, and visibility to business performance, risks, and opportunities.
• Drive Quarterly Business Reviews (QBRs) and Monthly Business Reviews (MBRs).

2. Customer Experience & Account Operations Excellence

• Own the E2E customer service strategy across wholesale accounts.
• Drive excellence in orderbook management, customer communication, and issue resolution.
• Monitor and improve service KPIs, including Fill Rate, On-Time Delivery, Order Conversion, Backorder Management, and Customer Satisfaction.
• Partner with key customers to strengthen operational collaboration and service performance.
• Lead customer escalations and root-cause resolution initiatives

3. Forecasting, Analytics & Commercial Insights

• Own commercial performance analytics and generate actionable business insights.
• Analyze sell-in, sell-through, inventory productivity, pricing, profitability, and customer performance.
• Identify business risks and growth opportunities by category, channel, customer, and gender.
• Develop predictive analytics and reporting capabilities to improve business decision making.
• Translate complex data into clear recommendations for leadership teams.

4. Capability Building & Process Transformation

• Build, develop, and lead a high-performing Sales Operations and Customer Experience organization.
• Create talent development, succession planning, and capability-building programs.
• Improve organizational effectiveness through simplification, standardization, automation, and digitalization.
• Lead transformation initiatives leveraging SAP, Power BI, CRM, and commercial planning tools.
• Drive continuous improvement initiatives that enhance service, productivity, and scalability

5. Strategic Business Partnership & Growth Enablement

• Serve as the primary commercial operations partner to Sales, Supply Chain, Finance and Planning
• Align demand, inventory, and customer requirements to support profitable growth.
• Support strategic decision-making during supply constraints and allocation scenarios.
• Evaluate new customers, channels, and growth opportunities through data-driven analysis and business cases.
• Identify opportunities to improve profitability, service, and commercial productivity.
• Ensure proactive management of risks, opportunities, and business continuity across the customer order lifecycle

Qualifications

• 8+ years of experience in Sales Operations, Customer Service, Commercial Operations, Commercial Excellence, Supply Chain Customer Operations, or related functions.
• 3+ years of people leadership experience.
• Experience within Sporting Goods, Apparel, Footwear, Consumer Goods, Retail, or Wholesale environments.
• Strong understanding of Order-to-Cash processes and customer operations.
• Proven experience leading forecasting, planning, and commercial performance management processes.
• Advanced analytical and financial modeling capabilities.
• Strong proficiency in SAP, Power BI, Excel, and reporting tools.
• Experience driving large-scale process improvement and transformation initiatives.
• Demonstrated success working within matrix organizations.
• Fluency in Spanish and English required.
• Bachelor's degree required; Business, Engineering, Finance, Supply Chain, or related field preferre

Workplace Location

• Location: This individual must reside within commuting distance from our Mexico office.
• Work Schedule: This role follows a hybrid work schedule, requiring 4 days in-office per week. 

Relocation

• No relocation provided

Base Compensation

Benefits & Perks

• Under Armour Merchandise Discounts
• Maternity and Parental Leave for eligible teammates
• Health & fitness benefits, discounts and resources- We offer teammates across the country programs to promote physical activity and overall well-being

Our Commitment to Equal Opportunity

At Under Armour, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion or belief, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, family or paternal status and any other characteristic protected by applicable law. Under Armour seeks to recruit, develop and retain the most talented people representing a wide variety of backgrounds and perspectives. If a reasonable accommodation is needed to participate in the job application or interview process, please contact our Human Resources team via Ver el correo electrónico en mx.fitly.work.