adidas Hiring for Sr. Specialist – Customer Service Operations (CS OPS) at Gurugram, Haryana, India Full Time

Sr. Specialist – Customer Service Operations (CS OPS)

Location: Gurgaon, India

Function: Consumer Experience

Experience : 3-6 Years

Role Purpose: As a Sr. Specialist CS OPS at adidas, you will ensure a premium customer service experience across eCom and retail channels. You will manage BPO/vendor operations, drive KPI performance, and support efficiency, quality, and membership-first initiatives.

What We’re Looking For

Experience

• 3+ years in Customer Service (BPO / Contact Center Operations)
• Proven track record in vendor management and operational excellence
• Exposure to Retail, eCommerce, or Digital consumer service environments
• Experience managing multi-country or complex CS processes

KPI Understanding

• Strong knowledge of Customer Service KPIs such as:
• NPS (Net Promoter Score) – measuring consumer satisfaction & loyalty
• AHT (Average Handling Time) – measuring case handling efficiency
• CSAT, FCR, Service Levels (good to have)
• Ability to analyze performance metrics and drive improvements

Knowledge

• Solid understanding of budget management
• 📈 Benefits: control costs, improve ROI, enable growth
• 📉 Risks: overspending = reduced profitability; under-spending = poor service quality
• Strong grasp of process optimization & continuous improvement

Tools & Systems

• Hands-on experience with CRM platforms:
• Salesforce (preferred)
• Zendesk, Oracle, or similar CRMs
• Familiarity with reporting tools like Profit, Leonardo, Gendex
• High proficiency in Excel & reporting dashboards

Soft Skills

• Results-driven with strong problem-solving & risk management abilities
• Excellent stakeholder & vendor management skills
• Ability to adapt quickly in a dynamic environment
• Strong communication skills in English (verbal & written)

Key Responsibilities

• Ensure a premium CS experience across all channels in Emerging Markets
• Manage BPO/vendor operations: drive targets, align processes, and act as first escalation point
• Monitor KPIs: NPS, AHT, case backlogs, service levels, and quality standards
• Lead business reviews with vendors (monthly/quarterly/annual)
• Optimize processes and implement rollouts/new functionalities across regions
• Manage and support budget planning & cost efficiency
• Drive continuous improvement initiatives and hold vendors accountable
• Support people management by guiding vendor team structures & workload efficiency

Minimum Qualifications

• Bachelor’s degree in Business, Communication, or related field (or equivalent experience)
• 3+ years of experience in Contact Vendor Management within Retail, Digital, or eCom
• Expert knowledge in Consumer Service operations
• Strong project management & reporting experience