As a Customer Service Operations Manager at adidas, you are responsible for specific business processes affecting small to medium user groups. Your task is to drive standardization and continuous improvement of assigned processes in collaboration with markets and other business stakeholders. Driving best practices, success criteria and contributing to a culture of operational excellence are just a few of the key activities that will be expected from this role. Additionally, you will be the key interface for local business stakeholders and markets affected by the processes within your area of responsibility.
Key Responsibilities: Scope: Accountable for specific business processes affecting small to medium user groups
Process Definition & Documentation:
Define processes with global and local departments that will allow to leverage or build proper solutions with internal and external cooperation partners.
Be the main process counterpart for local stakeholders concerning market roll-outs or new functionalities in your area of responsibility.
Align processes within your scope of responsibility to the adidas application landscape through consistent integration via internal and external interfaces.
Formalize and document the defined processes to provide transparency and sustained clarity for all stakeholders.
Monitor and analyze respective processes continuously. Identify improvement opportunities and define respective solutions.
Conduct process reviews involving all relevant stakeholders to collect appropriate feedback and define/enrich a backlog of improvements.
Define change requests for new functionalities in sufficient detail for qualification and solution selection Document their implementation.
Support markets and agile teams on day-to-day issue resolution and operations within your scope of responsibility.
Function as a main counterpart for the Markets, Agile .com teams for CS operational topics and to handle them in given timelines
Onboard and upskill new markets with CS related topics
Contribute and drive standard best practices and control methods.
Drive best practice communication and trainings throughout the organization regarding your area of responsibility.
Requirements / Education & Experience:
5+ years of experience in Customer Service and/or Digital e-Commerce environment
Proven Customer Engagement background
Strong Change Management Skills
Management of highly complex processes, involving multiple teams in different geographies
Experience in product management and/or working using agile/SCRUM methodologies
Degree with focus on Business Administration, Communication or IT or related areas, or equivalent combination of education and experience
Fluent English both verbally and written