Head of CS Operations, Forecasting & Vendor Governance

FashionUnited Group; Bogotá; Presencial; COP 180.000.000 - 240.000.000; Jornada completa

Descripción de la vacante

adidas Group in Bogotá, Colombia seeks a regional owner for external partner operations to ensure stable, efficient delivery of consumer services across LAM. You will oversee forecasting, capacity planning, budgeting, and P&L compliance, guiding vendor governance and service delivery.

Ideal candidates bring 5–7 years in contact centre operations or vendor management, with strong analytical skills, executive communication, and proficiency in CRM/ticketing tools. English proficiency required.

Formación

• University degree or equivalent experience in a relevant field.
• English B2+ or above.

Responsabilidades

• 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.

Conocimientos

Forecasting

WFM

Vendor management

Budgeting

P&L

Service delivery governance

Stakeholder management

Automation

Power BI

Outlook 365 Copilot Pro

Educación

University degree in Business/Industrial Eng/Operations/Finance/Economics/Digital Commerce

Herramientas

Salesforce

CRM / telephony systems

Descripción del empleo

adidas Group in Bogotá, Colombia seeks a regional owner for external partner operations to ensure stable, efficient delivery of consumer services across LAM. You will oversee forecasting, capacity planning, budgeting, and P&L compliance, guiding vendor governance and service delivery.

Ideal candidates bring 5–7 years in contact centre operations or vendor management, with strong analytical skills, executive communication, and proficiency in CRM/ticketing tools. English proficiency required.