Specialist - Customer Service Vendor Performance Operations (FTC - Mat. Cover until July 2027)

On Holding
Berlin
Workplace: OnsiteContractFunction: Customer Support (Service Desk)Skills: ["Operational excellence","Process optimization","Change management","Cross-functional collaboration","Communication"]

Own vendor performance operations for On’s BPO partners serving DTC customers, bridging global initiatives with day-to-day execution. Standardize vendor documentation, SOPs, and the end-to-end vendor performance cycle, while evolving reporting dashboards and audit documentation with the Global Data team. Lead cross-functional change management with teams such as QA, Training, WFM, Enablement, and Process Architecture to drive sustainable, premium customer service outcomes.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
On Holding
On Holding
2 days ago

Specialist - Customer Service Vendor Performance Operations (FTC - Mat. Cover until July 2027)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Own vendor performance operations for On’s BPO partners serving DTC customers, bridging global initiatives with day-to-day execution. Standardize vendor documentation, SOPs, and the end-to-end vendor performance cycle, while evolving reporting dashboards and audit documentation with the Global Data team. Lead cross-functional change management with teams such as QA, Training, WFM, Enablement, and Process Architecture to drive sustainable, premium customer service outcomes.
Location: Berlin
Workplace: Onsite
Employment Type: Contract
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Translate cross-functional needs into actionable vendor-facing processes in collaboration with QA, Training, WFM, Enablement, and Process Architecture.
  • •Own, document, and scale vendor performance documentation including organizational charts, SOPs, and local work instructions.
  • •Standardize the end-to-end vendor performance cycle to drive premium performance and sustainable operational consistency.
  • •Evolve operational dashboards and metrics with the Global Data team, and document/implement audits tied to compliance and vendor performance concerns.
  • •Lead structured change management to turn performance data and compliance insights into sustained operational improvements.
Travel: Low travel

Key Requirements

  • •Lean Six Sigma Certified (Green Belt minimum) with a track record in operational excellence and process optimization.
  • •Experience driving process improvement and change management initiatives in structured programs.
  • •Experience working directly with or within outsourced customer service vendors (BPO).
  • •Proficiency with Google Workspace (Sheets, Slides, Drive) and data visualization platforms such as Looker.
  • •Fluent English and strong interpersonal skills working with cross-functional, global teams (other European languages are a plus).
Experience:BPOCustomer serviceOperational excellenceChange managementProcess improvement
Skills:Operational excellenceProcess optimizationChange managementCross-functional collaborationCommunication
Certifications:Lean Six Sigma Green Belt
Languages:English
Tech Stack:Google WorkspaceSheetsSlidesDriveLooker

Company Brief

On Holding
Designs, manufactures, and sells performance running shoes, apparel, and accessories under the On brand. Combines Swiss engineering and innovation with lifestyle design to serve runners and athletes globally through retail and direct-to-consumer channels.
Industry: Fashion & Apparel
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Zurich, Switzerland
Founded: 2010
Glassdoor
Glassdoor: 4.0
WebsiteLinkedIn