adidas

Assistant Manager, E-commerce Consumer Relations

adidas

full-time

Posted on:

Location: Oregon • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

AWSCloud

About the role

  • Implement programs 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.
  • Provide direction to vendor partners and leadership support teams by translating the vision into functional execution.
  • Measure success by operational excellence in the contact center across all service channels focusing on efficiency, quality & consumer experience.
  • Implement recurring and new initiatives such as holiday planning, roll-out of new CRM enhancements, or addition of new service channels.
  • Manage deadlines, set expectations, share concerns, and ensure operational readiness prior to market launch.
  • Participate in process reviews to collect feedback and create a backlog of future improvements.
  • Create best practices to define processes for transparency and clarity for external vendor and internal stakeholders.
  • Knowledge-sharing with Local Consumer Service team and external vendor and update stakeholders on implementations, release activities, and open issues.
  • Provide timely updates to chat copy, public Help Pages, phone IVR messages, email templates, and other consumer-facing communication channels.
  • Manage accountability of vendor partner KPIs and consumer satisfaction levels.
  • Collaborate with operational lead in managing relationship with 3rd party vendor (contact center provider, specialist providers).
  • Own large-scale consumer facing escalations, conduct root cause analysis and make recommendations for solutions with cross-functional partners.
  • Participate in reviews for Quality Assurance to collect feedback towards agent, process, tools improvement and recommend improvements.
  • Support various other pillars of Consumer Services team and special projects; perform additional duties as directed.

Requirements

  • Excellent verbal and written communication & creative writing skills, comfortable preparing consumer-friendly content across multiple channels.
  • Strong interpersonal and communication skills when interacting and collaborating with different levels of business and external vendors globally.
  • Comfortable working with enterprise-level platforms and technologies.
  • Ability to quickly adapt to changing business processes and business partners.
  • Strong organization and prioritization skills.
  • Project management / project monitoring experience is a plus.
  • Knowledge of process optimization methodologies (LEAN, 6Sigma, etc…) is a plus.
  • Prior experience with Salesforce Service Cloud (Salesforce CRM), Atlassian (Confluence and JIRA); Amazon Connect or AWS ecosystem is a plus.
  • Fluent English skills – verbal and written; French is a plus.
  • Degree with focus on Business Administration, Communications, or related areas, or equivalent combination of education and experience.
  • Prior experience working within a Consumer Service environment (Retail or Digital) is beneficial.
  • Experience managing highly complex processes, involving multiple teams in different countries.
  • Some travel may be required (i.e. Portland / Toronto site visits).