Purpose & Overall Relevance For The Organization

Ensure stable, efficient delivery of consumer services through external partners across LAM, securing operational continuity, service reachability, cost control, elevated brand representation and performance management across contact centre operations. The role acts as the regional owner for vendor service delivery, forecasting, capacity planning, budgeting and P&L; compliance, ensuring that adidas digital consumers (eCom and partner program) and local market teams receive world class support through scalable and measurable external partner operations.

Key Responsibilities

Own forecasting, capacity planning, budgeting, and P&L; compliance end-to-end.
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 E2E.

Key Relationships

Digital Growth: demand and channel-volume forecasting.
Digital Operations: consumer incidences advocate in real time.




Contact centre leadership: service delivery, WFM execution, operational routines, and experience performance actions.
DPC and local wholesale teams: frictionless B2B support across LAM.
Regional and local Finance: CS budget, PO management, invoicing, accrual, and P&L; control.
Regional and local Legal teams: grant CS legal operations continuous improvement.

Knowledge Skills And Abilities

Deep and demonstrated knowledge in contact centre operations, vendor management, WFM, forecasting, and service delivery governance.
Strong analytical capability to translate demand, service levels, and productivity into staffing and cost plans.
Advanced stakeholder management, negotiation, problem solving, and executive communication skills.
Knowledge of NPS, resolution, repeat rate, CTO, service level, productivity, shrinkage, occupancy, quality, and cost per contact.
Deep and demonstrated experience in budget control and

📌 Manager Customer Service Operations (Colombia)
🏢 Adidas
📍 Colombia