Manager Consumer Service Operations

Description du poste:

Position Summary

The Customer Service Manager is responsible for leading, developing, and optimizing the end-to-end customer service operation. This role ensures operational excellence, delivers outstanding customer experiences, manages day-to-day performance, and drives strategic initiatives that improve quality, efficiency, and satisfaction. The CS Manager partners closely with cross-functional teams, vendors, and market leaders to champion customer-centricity and continuous improvement.

Key Responsibilities

Leadership & Team Management

* 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.

Operational Excellence

* Manage day-to-day operations across all customer touchpoints (phone, chat, email, social, etc.).

* Ensure consistent adherence to operational processes, quality standards, and compliance requirements.

* Monitor service performance dashboards and drive actions for continuous improvement.

* Partner with Contact Center vendors to optimize performance, cost, and customer experience.

Customer Experience & Quality

* 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.

* Ensure customer escalations are addressed promptly, effectively, and with empathy.

Strategic Planning & Improvement Initiatives

* Develop and execute operational strategies aligned with business goals.

* Lead and contribute to process improvement projects, automation initiatives, and digital transformation.

* Support implementation of new tools, systems, and workflows.

* Prepare and communicate operational updates, business cases, and performance narratives to leadership.

Cross-Functional Collaboration

* Work closely with Product, Logistics, Sales, Marketing, and Technology teams to resolve systemic issues and improve end-to-end customer journeys.

* Provide data-driven recommendations that influence business decisions.

* Serve as a key stakeholder in governance forums related to service performance and experience.

AT ADIDAS WE HAVE A WINNING CULTURE. BUT TO WIN, PHYSICAL POWER IS NOT ENOUGH. JUST LIKE ATHLETES OUR EMPLOYEES NEED MENTAL STRENGTH IN THEIR GAME. WE FOSTER THE ATHLETE'S MINDSET THROUGH A SET OF BEHAVIORS THAT WE WANT TO ENABLE AND DEVELOP IN OUR PEOPLE AND THAT ARE AT THE CORE OF OUR UNIQUE COMPANY CULTURE: THIS IS HOW WE WIN WHILE PLAYING FAIR.

* 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.

At adidas, we strongly believe that embedding diversity, equity, and inclusion (DEI) into our culture and talent processes gives our employees a sense of belonging and our brand a real competitive advantage.

- Culture Starts With People, It Starts With You -

By recruiting talent and developing our people to reflect the rich diversity of our consumers and communities, we foster a culture of inclusion that engages our employees and authentically connects our brand with our consumers.

Job Title: Manager Consumer Service Operations

Brand:

Location: Bogota

TEAM: Digital

State: Dist

Country/Region: CO

Contract Type: Full time

Number: 539983

Date: Feb 10, 2026