Assistant Manager, E-commerce Consumer Relations

Job Description

• Implement programs 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.
• Provide direction to vendor partners and leadership support teams by translating the vision into functional execution.
• Measure success by operational excellence in the contact center across all service channels focusing on efficiency, quality & consumer experience.
• Implement recurring and new initiatives such as holiday planning, roll-out of new CRM enhancements, or addition of new service channels.
• Manage deadlines, set expectations, share concerns, and ensure operational readiness prior to market launch.
• Participate in process reviews to collect feedback and create a backlog of future improvements.
• Create best practices to define processes for transparency and clarity for external vendor and internal stakeholders.
• Knowledge-sharing with Local Consumer Service team and external vendor and update stakeholders on implementations, release activities, and open issues.
• Provide timely updates to chat copy, public Help Pages, phone IVR messages, email templates, and other consumer-facing communication channels.
• Manage accountability of vendor partner KPIs and consumer satisfaction levels.
• Collaborate with operational lead in managing relationship with 3rd party vendor (contact center provider, specialist providers).
• Own large-scale consumer facing escalations, conduct root cause analysis and make recommendations for solutions with cross-functional partners.
• Participate in reviews for Quality Assurance to collect feedback towards agent, process, tools improvement and recommend improvements.
• Support various other pillars of Consumer Services team and special projects; perform additional duties as directed.

Requirements

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

Benefits

• 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.
• Hybrid work policy requiring attendance in the office Monday through Thursday, flexibility to work remotely on Friday; in-office attendance required for high collaboration or presentations.