ROLE OVERVIEW

As an Assistant Manager, Consumer Service Operations at adidas you are contributing to creating a premium customer service experience for our North American consumers who purchase through Ecom, adidas app, and in brick-and-mortar retail stores. This role implements any programs that are 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. This role provides direction to vendor partners and leadership support teams by translating the vision into functional execution. Success is measured by operational excellence in the contact center across all service channels with focus on efficiency, quality & consumer experience.

KEY RESPONSIBILITIES

To support digital projects and continuous improvement, you will be responsible for;

• The successful implementation of recurring and new initiatives such as holiday planning, roll-out of new CRM enhancements, or the addition of new service channels. Managing deadlines, setting expectations, sharing concerns, and ensuring operational readiness prior to market launch.
• Participate in process reviews involving all relevant stakeholders to collect appropriate feedback and create a backlog of future improvements.
• Create best practices to define processes that provide transparency and sustained clarity for external vendor and internal stakeholders.
• Knowledge-sharing with Local Consumer Service team and external vendor and be accountable for updating stakeholders in a timely manner on all new implementations, release activities, and open issues.
• Providing timely updates to chat copy, public Help Pages, phone IVR messages, email templates, and other consumer-facing communication channels to reflect current issues, process changes, or other consumer-relevant updates to display correct and consistent information to our consumers across all our CS touchpoints.

As a valuable part of the NAM Consumer Services team, you will also;

• Manage the accountability of the vendor partner KPIs and consumer satisfaction levels to ensure service of all consumer inquiries and provide resolutions that are reflective of the adidas brand.
• Collaborate with the operational lead in managing the relationship at a remote and local level with 3rd party vendor (contact center provider, specialist providers).
• Own large-scale consumer facing escalations, conduct root cause analysis and make recommendations for appropriate solutions, working closely with cross-functional partners.

• Actively participate in reviews of processes and for Quality Assurance involving all relevant stakeholders to collect appropriate feedback towards agent, process, tools improvement, and make recommendations to improve service levels and quality standards in close cooperation with the contact center.
• Support as needed in various other pillars of Consumer Services team and special projects.
• Perform additional duties, as directed.

KEY RELATIONSHIPS

• Global Consumer Service teams
• Global and Local Learning & Development
• Local Platform Operations
• Digital Operations teams
• External vendors

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent verbal and written communication & creative writing skills, comfortable preparing consumer-friendly content across multiple channels.
• Strong interpersonal and communication skills, especially when interacting and collaborating with different levels of business and external vendors around the globe.
• 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.

REQUISITE EDUCATION AND EXPERIENCE / MINIMUM QUALIFICATIONS

• 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).

Please note:

• adidas celebrates diversity, supports inclusiveness and encourages individual expression in our workplace. We do not tolerate the harassment or discrimination toward any of our applicants or employees. We are an Equal Opportunity Employer.
• adidas offers robust and progressive medical, including HSA (Health Savings Account) with employer funding or FSA (Flexible Spending Account) options, dental, vision, prescription drug coverage, adoption, with surrogate and fertility support, short and long-term disability, and basic life and AD&D insurance, which can be supplemented with employee-paid coverage. Employees are able to enroll in adidas’ 401k plan and Stock Purchase Plan with employer match. Full-time employees are eligible for education assistance and generous Leave policies including 12 weeks of paid parental leave.
• Employees are eligible to earn an annual bonus based on both company and personal performance. Employees accrue prorated flexible time off in the amount .4388 hours per day that increases with years of service, eleven paid holidays throughout the calendar year and Service Time Off during milestone years.
• At adidas we offer a Hybrid work policy which requires attendance in the office Monday through Thursday, with the flexibility to work remotely on Friday each week. For work requiring a high degree of collaboration or an in-person presentation, in-office attendance is required even on Friday. The working location of this position is either Portland, OR or Woodbridge, ON.
• Though our teammates hail from all corners of the world, our working language is English.