Adidas MANAGER CONSUMER SERVICE OPERATIONS 

Italy, Lombardy 

519508396

As a ManagerYour task is to drive CSoperational 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.

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

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.