adidas

Manager, Consumer Service Operations

adidas

full-time

Posted on:

Location Type: Office

Location: Bogota • Colombia

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About the role

  • Manage day‑to‑day operations across all customer touchpoints (phone, chat, email, social, etc.).
  • Partner with Contact Center vendors to optimize performance, cost, and customer experience.
  • Develop and execute operational strategies aligned with business goals.
  • Lead and contribute to process improvement projects, automation initiatives, and digital transformation.
  • Prepare and communicate operational updates, business cases, and performance narratives to leadership.

Requirements

  • Lead, mentor, and coach a high‑performing customer service team (in‑house and/or outsourced).
  • Foster a culture of accountability, collaboration, and customer‑first mindset.
  • Define individual and team performance goals and ensure delivery against KPIs and SLAs.
  • Oversee workforce planning, scheduling, and capacity management.
  • Ensure consistent adherence to operational processes, quality standards, and compliance requirements.
  • Monitor service performance dashboards and drive actions for continuous improvement.
  • Analyze customer insights, VOC (Voice of Customer), and root-cause data to identify trends and opportunities.
  • Lead initiatives that reduce customer effort, improve quality, and enhance satisfaction and NPS.
Benefits
  • AT ADIDAS WE HAVE A WINNING CULTURE.
  • PHYSICAL POWER IS NOT ENOUGH.
  • MENTAL STRENGTH IN THEIR GAME.
  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
process improvementautomationdigital transformationworkforce planningschedulingcapacity managementperformance metricsKPISLAcustomer insights
Soft Skills
leadershipmentoringcoachingcollaborationaccountabilitycustomer-first mindsetcommunicationanalytical thinkingproblem-solvingcontinuous improvement