Specialist - Customer Service Vendor Performance Operations (FTC - Mat. Cover until July 2027)

Descripción del puesto:

- Collaboration & Alignment: You will work closely with internal departments (QA, Training, WFM, Enablement, and Process Architecture) to understand their challenges and requirements towards our vendors. Act as a liaison to translate cross-functional needs into actionable vendor-facing processes and support the deployment of global initiatives. - Process Standardization: You will own, document, and scale critical partner documentation, including vendor organizational charts, standard operating procedures (SOPs), and local work instructions. Standardize the end-to-end vendor performance cycle to drive premium performance and sustainable operational consistency. - Audit & Reporting Evolution: Identify emerging reporting needs and partner with the Global Data team to evolve operational dashboards and metrics, ensuring high data visibility. Own the documentation and implementation of various audits targeting evolving compliance requirements and performance concerns with external vendors.
You'll be part of the Vendor Performance Operations, a critical sub-vertical within our BPO Strategy & Operations. Our team's mission is to empower our external partners to deliver world-class customer service that mirrors our brand's premium promise. Through structured governance, collaborative innovation, and relentless performance oversight, we ensure our partners' alignment with On's vision.
On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically - to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose. On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination

Requerimientos del candidato/a:

- Certifications & Expertise: Lean Six Sigma Certified (Green Belt minimum) with a track record in operational excellence, process optimization, and project execution. - Project & Change Leadership: Demonstrated background in process improvement and change management, with extensive experience driving impactful, well-coordinated initiatives. - BPO & Customer Service Operations: Experience working directly with or within outsourced customer service vendors. - Technical & Data Proficiency: Proficient with Google Workspace tools (Sheets, Slides, Drive) and data visualization platforms like Looker. - Communication & Collaboration: Fluent in English (other European languages are a plus) with strong interpersonal skills for working in cross-functional, global environments. - Mobility & Adaptability: Striving to work alongside diverse, multicultural teams and willing to travel periodically