Manager Customer Service Operations

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.

We have a winning culture

AT ADIDAS WE HAVE A WINNING CULTURE. BUT TO WIN, PHYSICAL POWER IS NOT ENOUGH. JUST LIKE ATHLETES OUR EMPLOYEES NEED MENTAL STRENGTH IN THEIR GAME. WE FOSTER THE ATHLETE'S MINDSET THROUGH A SET OF BEHAVIORS THAT WE WANT TO ENABLE AND DEVELOP IN OUR PEOPLE AND THAT ARE AT THE CORE OF OUR UNIQUE COMPANY CULTURE: THIS IS HOW WE WIN WHILE PLAYING FAIR.

• COURAGE :Speak up when you see an opportunity; step up when you see a need..
• OWNERSHIP :Pick up the ball. Be proactive, take responsibility and follow-through.
• INNOVATION : Elevate to win. Be curious, test and learn new and better ways of doing things.
• TEAMPLAY : Win together. Work collaboratively and cultivate a shared mindset.
• INTEGRITY : Play by the rules. Hold yourself and others accountable to our company’s standards.
• RESPECT : Value all players. Display empathy, be inclusive and show dignity to all.

At adidas, we strongly believe that embedding diversity, equity, and inclusion (DEI) into our culture and talent processes gives our employees a sense of belonging and our brand a real competitive advantage.

Culture Starts With People, It Starts With You

By recruiting talent and developing our people to reflect the rich diversity of our consumers and communities, we foster a culture of inclusion that engages our employees and authentically connects our brand with our consumers.