Adidas

2 weeks ago

Senior Specialist eCom Call Center Operations (Istanbul, Istanbul, TR)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 9 hours agoStatus: Live

Job Summary

Drive consumer service operational excellence for eCom and retail customers in Emerging Markets, ensuring a premium experience across contact center channels. Lead vendor and partnership execution on country targets, manage 3rd-party contact center providers, and act as first escalation point. Own process rollouts and documentation, monitor case backlogs, service levels, quality, and revenue, and lead business reviews to improve KPIs. Support team workload and targets for effective performance.

Location: Istanbul

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Manager level

Key Responsibilities

•Create a premium consumer service experience in Emerging Markets by driving operational excellence across contact center service channels.
•Lead and manage consumer service targets on a country level across channels, ensuring time, cost, and quality delivery in an agile digitalization environment.
•Manage local vendor relationships and act as the first escalation point for the contact center.
•Monitor and improve open case backlogs, service levels, quality standards, revenue levels, and premium membership experiences, working closely with the contact center.
•Support process rollouts and documentation, run business reviews, and drive KPI-driven continuous improvement with vendor accountability.

Key Requirements

•2+ years of experience in contact vendor management in a Retail, Digital, and/or eCommerce environment.
•Lead execution within consumer service, with expert knowledge of the consumer service domain.
•2+ years of experience leading a team.
•Experience managing complex processes involving multiple teams in different countries.
•Fluent English and strong Excel knowledge with basic formulas; comfort working with reporting KPI platforms and enterprise tools.

Experience:2+ yearsRetailDigitalECommerceContact centerVendor management

Education:

Skills:LeadershipPeople managementCommunicationNegotiationStakeholder management

Languages:English

Tech Stack:SalesforceJIRAOmnihubExcel

Company Brief

Adidas

Global sportswear company designing, manufacturing, and selling athletic footwear, apparel, and accessories. Serves consumers and athletes through branded products, direct-to-consumer retail, and wholesale channels worldwide.

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: Herzogenaurach, Germany

Founded: 1949

Glassdoor: 3.8

Website LinkedIn Glassdoor

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Adidas

2 weeks ago

Senior Specialist eCom Call Center Operations (Istanbul, Istanbul, TR)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 9 hours agoStatus: Live

Job Summary

Location: Istanbul

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Manager level

Key Responsibilities

•Create a premium consumer service experience in Emerging Markets by driving operational excellence across contact center service channels.
•Lead and manage consumer service targets on a country level across channels, ensuring time, cost, and quality delivery in an agile digitalization environment.
•Manage local vendor relationships and act as the first escalation point for the contact center.
•Monitor and improve open case backlogs, service levels, quality standards, revenue levels, and premium membership experiences, working closely with the contact center.
•Support process rollouts and documentation, run business reviews, and drive KPI-driven continuous improvement with vendor accountability.

Key Requirements

•2+ years of experience in contact vendor management in a Retail, Digital, and/or eCommerce environment.
•Lead execution within consumer service, with expert knowledge of the consumer service domain.
•2+ years of experience leading a team.
•Experience managing complex processes involving multiple teams in different countries.
•Fluent English and strong Excel knowledge with basic formulas; comfort working with reporting KPI platforms and enterprise tools.

Experience:2+ yearsRetailDigitalECommerceContact centerVendor management

Education:

Skills:LeadershipPeople managementCommunicationNegotiationStakeholder management

Languages:English

Tech Stack:SalesforceJIRAOmnihubExcel

Company Brief

Adidas

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: Herzogenaurach, Germany

Founded: 1949

Glassdoor: 3.8

Website LinkedIn Glassdoor