Manager Customer Service Operations

About the role

The Manager Customer Service Operations ensures stable and efficient delivery of consumer services through external partners across Latin America. You will own forecasting, capacity planning, budgeting and P&L compliance while guaranteeing world‑class support for adidas digital consumers and local market teams.

Key responsibilities

• Own end‑to‑end forecasting, capacity planning, budgeting and P&L compliance.
• Manage contact‑centre service delivery, vendor governance, SLAs, KPIs and escalations.
• Ensure network connectivity, channel reachability, contingency readiness and service continuity.
• Coordinate B2B customer‑service support for partner programs.
• Collaborate with Digital Growth, Digital Operations, contact‑centre leadership, wholesale teams, finance and legal to align service delivery.

Required profile

• University degree in Business, Industrial Engineering, Operations, Finance, Economics, Digital Commerce or equivalent.
• 5‑7 years of experience in contact‑centre operations, consumer services, vendor management or workforce management.
• 5+ years managing external partners, SLAs, budgets, capacity plans and performance actions.
• Fluent English (B2+).

Required skills

• Amazon AWS (knowledge is a plus).
• Salesforce.
• Outlook 365, including Copilot Pro suite.
• Power BI.
• Power Automate.