Manager Customer Service Operations (Bogota, Distrito Capital de Bogota, CO)

Adidas
Bogotá
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 5-7 yearsSkills: ["Stakeholder management","Negotiation","Problem solving","Executive communication","Process automation"]

Own forecasting, capacity planning, budgeting, and P&L compliance for consumer service delivery across LAM. Manage contact centre service delivery with external partners through vendor governance, SLAs, KPIs, escalations, and service continuity. Act as the regional owner for operational readiness, channel reachability, and partner program B2B CS support. Drive demand forecasting and digital operations performance while coordinating finance and legal operations for continuous improvement.

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Adidas
Adidas
6 hours ago

Manager Customer Service Operations (Bogota, Distrito Capital de Bogota, CO)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Own forecasting, capacity planning, budgeting, and P&L compliance for consumer service delivery across LAM. Manage contact centre service delivery with external partners through vendor governance, SLAs, KPIs, escalations, and service continuity. Act as the regional owner for operational readiness, channel reachability, and partner program B2B CS support. Drive demand forecasting and digital operations performance while coordinating finance and legal operations for continuous improvement.
Location: Bogotá
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

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 partner program B2B CS support end-to-end.
  • •Drive demand forecasting and digital operations performance, partnering with finance and legal teams for continuous improvement.

Key Requirements

  • •University degree in Business, Industrial Engineering, Operations, Finance, Economics, Digital Commerce, or equivalent experience.
  • •English B2+ or above.
  • •5 to 7 years in contact centre operations, consumer services, vendor management, WFM, or service delivery.
  • •5+ years managing external partners, SLAs, governance routines, budgets, capacity plans, and performance actions.
  • •Working knowledge of CRM, telephony, WFM, reporting, and ticketing systems, including Salesforce; proficient with Outlook 365 and reporting/automation tools.
Experience:5-7 years
Skills:Stakeholder managementNegotiationProblem solvingExecutive communicationProcess automation
Languages:English
Tech Stack:SalesforceOutlook 365Copilot ProPower BIPower AutomateAmazon AWS

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
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Glassdoor: 3.8
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