Manager Customer Service Operations

Job description

Purpose & Overall Relevance for the Organization

Ensure stable, efficient delivery of consumer services through external partners across LAM, securing operational continuity, service reachability, cost control, elevated brand representation and performance management across contact centre operations. The role acts as the regional owner for vendor service delivery, forecasting, capacity planning, budgeting and P&L compliance, ensuring that adidas digital consumers (eCom and partner program) and local market teams receive world class support through scalable and measurable external partner operations.

Key Responsibilities

Own forecasting, capacity planning, budgeting, and P&L compliance end-to-end. Manage contact centre service delivery, vendor governance, SLAs, KPIs, and escalations. Ensure network connectivity, channel reachability, contingency readiness, and service continuity. Coordinate partner program B2B CS support E2E.

Key Relationships

Digital Growth: demand and channel-volume forecasting.

Digital Operations

consumer incidences advocate in real time.

Contact centre leadership

service delivery, WFM execution, operational routines, and experience performance actions.

DPC and local wholesale teams

frictionless B2B support across LAM.

Regional and local Finance

CS budget, PO management, invoicing, accrual, and P&L control.

Regional and local Legal teams

grant CS legal operations continuous improvement.

Knowledge Skills and Abilities

Deep and demonstrated knowledge in contact centre operations, vendor management, WFM, forecasting, and service delivery governance. Strong analytical capability to translate demand, service levels, and productivity into staffing and cost plans. Advanced stakeholder management, negotiation, problem solving, and executive communication skills. Knowledge of NPS, resolution, repeat rate, CTO, service level, productivity, shrinkage, occupancy, quality, and cost per contact.

Deep and demonstrated experience in budget control and resource optimization. Demonstrated skills and passion for process automation (non-negotiable). Amazon AWS knowledge is a plus.

Requisite Education and Experience / Minimum Qualifications

University degree in Business, Industrial Engineering, Operations, Finance, Economics, Digital Commerce, or equivalent experience. English B2+ or above. 5 to 7 years in contact centre operations, consumer services, vendor management, WFM, or service delivery. 5 years or above: Experience managing external partners, SLAs, governance routines, budgets, capacity plans, and performance actions. Working knowledge of various CRM, telephony, WFM, reporting, ticketing systems, Salesforce.

Prominent usage of Outlook 365

Copilot Pro suite, Power BI, Power Automate; and other outlook services. Transformation experience in vendor transitions, automation, AI-enabled service, queue redesign, or B2B support models preferred.