Head of External Partner CS Operations

adidas; Colombia; On-site; COP 120,000,000 - 180,000,000; Full time

Job summary

adidas Colombia is seeking a regional vendor service delivery leader to ensure stable, efficient delivery of consumer services through external partners across LAM. You will own forecasting, capacity planning, budgeting, and P&L, ensuring world-class support for adidas digital consumers and local market teams.

In this role you will govern contact centre operations, drive KPI performance, manage partner programs end-to-end, and work with regional Finance and Legal to optimize costs and compliance.

Qualifications

• Bachelor's degree or higher in a relevant field.
• English B2+ or higher.
• 5–7 years in contact centre operations or related areas.
• Proven experience managing external partners, SLAs, budgets, and performance actions.
• Experience with CRM, telephony, WFM, reporting and Salesforce.
• Strong skills in process automation and stakeholder communication.
• Knowledge of AWS is a plus.

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 end-to-end.

Skills

Contact centre ops

Vendor management

WFM

Forecasting

Budgeting

Stakeholder management

Process automation

AWS knowledge

Education

University degree in Business, Industrial Engineering, Operations, Finance, Economics, Digital Commerce, or equivalent

English proficiency B2+ or above

Tools

Salesforce

CRM systems

Telephony platforms

WFM software

Power BI

Power Automate

Outlook 365 Copilot Pro

Job description

adidas Colombia is seeking a regional vendor service delivery leader to ensure stable, efficient delivery of consumer services through external partners across LAM. You will own forecasting, capacity planning, budgeting, and P&L, ensuring world-class support for adidas digital consumers and local market teams.

In this role you will govern contact centre operations, drive KPI performance, manage partner programs end-to-end, and work with regional Finance and Legal to optimize costs and compliance.