Manager, Consumer Service Operations

As a Manager of Consumer Service Operations at adidas, you are a main contributor to creating a premium customer service experience for our consumers who buy through Ecomm, adidas app, and brick and mortar retail stores. Your task is to drive CS operational excellence in the contact center across all service channels with a specialized focus on identifying and mitigating fraud risk, analyzing payment trends, and managing appeasement strategies for financial optimization within our contact center and across the organization.

Key Responsibilities:

1. Vendor & Operational Management - Payment, Fraud, and Refund

• Assist with managing the daily operations of our third-party customer service partner, ensuring successful KPI performance, including a specialized focus on fraud, payment, and security standards.
• Manage dynamic, high-volume workloads that evolve based on business trends and insights with a specialty focus that will include payment, fraud, and refunds.
• Partner with internal fraud and payment support teams to identify areas of opportunity and ensure policies and procedures are properly implemented and executed in the contact center.
• Develop and maintain dashboards and data insights to monitor department and agent performance in policy adherence and refund activity.

2. Refund & Appeasement Oversight

• Conduct root cause analysis of consumer friction and work with stakeholders across e-Com and the entire organization to eliminate friction in the consumer experience.
• Create and share reporting utilizing dashboards and data from across the organization on consumer contact volume, cost of contacts, agent refund activity, and gift cards tracking.
• Work with global and local stakeholders to develop, refine, and implement internal refund policies in the contact center, balancing customer satisfaction with sound financial outcomes.
• Monitor industry trends and emerging technologies to ensure consumer services practices remain current and effective.

3. Experience and Automation

• Identify, prioritize, and implement automation and self-service solutions to reduce consumer contact volumes and improve consumer resolutions.
• Collaborate with global product owners and local teams to enhance the agent experience through better tools, effective technologies, streamlined workflows, and optimized processes.
• Partner with CS Learning Operations to design, update, and implement learning content for agents in the contact center.
• Work within the Consumer Services team to keep the policy and process knowledge base updated and accurate.

Key Relationships:

• Consumer Services Operations - North America
• Global Consumer Services
• Global Digital Operations (Payment and Fraud)
• Platform Operations / Post Order Operations
• Global Product Owners
• Contact Center Vendor

Knowledge, Skills and Abilities:

1. Soft-Skills

• Ability to quickly adapt to changing business processes and business partners
• Strong communication & negotiation skills, comfortable presenting complex topics to stakeholders at various organizational levels both in person and remotely
• Analytical mindset with experience conducting root cause analysis

2. Hard-Skills

• Comfortable working with enterprise-level platforms and technologies
• Project management and project monitoring experience
• Knowledge of process optimization methodologies (LEAN, 6Sigma, etc...) is a plus
• Fluent English both verbally and written
• Proficient in data analysis tools (e.g. Excel, Power Bi, SQL, or similar)

Requisite Education and Experience / Minimum Qualifications:

• 5+ years of experience in customer service in a Retail, Digital and/or eCommerce environment
• Expert knowledge in respective domain Consumer Service (contact center)
• Experience in managing highly complex processes, involving multiple teams in different countries.