Customer Service Manager, Repairs and Returns (Golf Equipment)

Location: Carlsbad, California, United States of America; onsite

Salary: $101,727–$129,537 per year

Company

hirify.global develops iconic golf brands and products for golfers worldwide.

What you will do

• Lead and develop a customer service team responsible for repairs, warranties, returns, and West Coast returned goods operations.
• Oversee repair and return processes while maintaining Titleist service and quality standards.
• Authorize domestic and international golf club credit returns.
• Resolve complex warranty cases and customer escalations.
• Collaborate with Production, Quality Assurance, Engineering, Sales, Marketing, and Customer Service.
• Use SAP, Cognos, and other business tools to monitor performance, support reporting and forecasting, and drive continuous improvement.

Requirements

• High school diploma or equivalent required; bachelor's degree preferred.
• 5+ years of customer service experience, preferably in warranty, repair, returns, or service operations.
• 2+ years managing a customer service team of 8 or more employees.
• Hands-on SAP experience required.
• Experience coaching, developing, and leading high-performing teams.
• Strong reporting, analytics, problem-solving, communication, and cross-functional collaboration skills.

Nice to have

• Cognos experience.
• Manufacturing or consumer products experience.
• Bachelor's degree.

Culture & Benefits

• Health and well-being programs for employees and families.
• Paid time off and access to an onsite fitness center, acupuncture, physical therapy, and wellness coaches.
• 401(k) with company match, health savings accounts, and flexible spending accounts.
• Pet insurance, legal planning, education assistance, and access to an associate store.

Hiring process

• Interview discussions include leading warranty, repair, or returns escalations.
• Candidates may be asked to describe a process improvement initiative and its impact on service, efficiency, or customer satisfaction.