Expires soon Adidas Group

Assistant Manager Consumer Service Operations

  • Usarzów (gmina Lipnik)
  • Design / Civil engineering / Industrial engineering

Job description

Country: United States
Job Function: Digital

State / Province: Oregon
Position Type: Full time

City / Location: Portland
Brand: adidas

Relocation:

Somewhere, in one of our workshops right now, the future is taking shape. We are constantly working to redefine the way clothing and footwear transforms the pitch, court or course. This is what drives us: the feeling of discovery and the urge to innovate. When we create a product that makes our hearts beat faster, we know we’re onto something.

If this sounds inspiring, you might be one of us: Someone who loves to create the present, as well as shape the future. There’s a reason adidas has been at the forefront of defining sport for more than 60 years: We never stand still. Everyday, we work to improve everything we create.

At adidas, interesting, amazing and inspiring aren’t just ideas. They are what we do every single day.

Purpose

As an Assistant Manager Consumer Service Operations at adidas you are contributing to creating a premium customer service experience for our consumers who bought through Ecom, adidas app, and in brick and mortar retail stores. This role directly impacts our vendor CS frontline, including agents at all channels. This role implements any programs that are aligned and integrated within the existing consumer service landscape, regional standardization and continuous improvement of CS processes in collaboration with Global CS and other business stakeholders. This role provides direction to vendor partners and leadership support teams by translating the vision into functional execution.Success is measured by operational excellence in the contact center across all service channels with focus on efficiency, quality & consumer experience.

Key Responsibilities

· Manage the relationship of vendor partner to align with Global strategy and ensure a premium customer service experience in your market
· Process Definition & Documentation
· Effective vendor management on a strategic level. Initiate implementation processes, report findings, make decisions on tactical changes that drive solutions.
· Collaborate with the operational lead in managing the relationship at a remote and local level with 3rd party vendor (contact center provider, specialist providers).
· Determine contact center processes within your market to ensure alignment with the Global CS experience.
· Continuous Improvement
· Monitor and analyze the vendor’s operational performance with agreed KPIs and SLAs. Propose corrective action plans with Global CS team if targets are not met.
· Participate in process reviews involving all relevant stakeholders to collect appropriate feedback and create a backlog of improvements.
· Create best practices to define processes that provide transparency and sustained clarity for external vendor and internal stakeholders.
· Manage the accountability of the vendor partner to ensure service of all consumer inquiries and provide resolutions that are reflective of the adidas brand
· Monitor, operate and make recommendation to improve service levels and quality standards in close cooperation with the contact center
· Own all large-scale consumer facing escalations and responsible for determining appropriate solutions that have wide spread impact.

Key Relationships

· Global CS Operations
· Manager, Knowledge, Training and Development
· Analytics team
· External vendors

Knowledge, Skills and Abilities

· Ability to quickly adapt to changing business processes and business partners
· Good verbal and written communication & negotiation skills, comfortable presenting complex topics to stakeholders at various organizational levels both in person and remotely
· Comfortable working with enterprise-level platforms and technologies
· Project management and project monitoring experience is a plus
· Knowledge of process optimization methodologies (LEAN, 6Sigma, etc…) is a plus
· Fluent English both verbally and written

Minimum Qualifications

· Degree with focus on Business Administration, Communication or IT or related areas, or equivalent combination of education and experience
· 3+ years of experience in Contact vendor management in a Retail, Digital and/or eCommerce environment
· Basic knowledge in Consumer Service
· Experience in managing highly complex processes, involving multiple teams in different countries

Make every future a success.
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