Vendor Operations Manager in Customer Care (m/f/d)

Recruiter
Zalando
Location
Berlin
Posted
14 Jan 2022
Closes
23 Feb 2022
Ref
3504334
Function
Customer Service
Level
Manager
As Service Provider Manager Operations in Customer Care with hands-on mentality and good analytical skills you will report to the Lead Service Provider Management. Moreover you will contribute to projects to optimize service provider collaboration, processes, performance & internal stakeholder management.

Travelling frequently is part of your core role in order to build and maintain relationships with our service providers.

WHERE YOUR EXPERTISE IS NEEDED
  • Oversee the day-to-day service provider operations including KPI performance and their impact on company KPI's
  • Interact with operational stakeholders/team members (both internal and external) such as Customer Care operations managers, Workforce Management, Quality & Training, Service Provider Quality Manager and Customer Care Controlling
  • Monitor continuously the compliance of the financial agreements with our vendors and flag possible impacts
  • Participate in regular business review meetings and moderate the conversation
WHAT WE'RE LOOKING FOR
  • Relevant experience in a Customer Care environment-ideally in vendor steering or in a Customer Care (supplier) team. You have proved your diplomatic and creative thinking skills
  • Strengths in an interface function; collaborative cooperation and control are no contradictions for you and as part of an international team you communicate effortlessly in English and ideally in another European language
  • Clear priority setting to achieve goals and easily structure tasks and processes complemented by a pronounced social competence
  • Capability of balancing between competing interests and keeping a keen eye for spotting win-win situations or high quality compromises
PERKS AT WORK
  • A workplace run on trust, empowerment and feedback; positive, inspiring working atmosphere
  • Competitive salary, employee share shop, 40% Zalando shopping discount, discounts from external partners, centrally located offices, public transport discounts, municipality services, great IT equipment, flexible working times, additional holidays and volunteering time off, free beverages and fruits, diverse sports and health offerings
  • Mentoring and personal development opportunities and an international team of experts
  • Relocation assistance for internationals, PME family service and parent & child rooms* (*available in select locations)


We celebrate diversity and are committed to building teams that represent a variety of backgrounds, perspectives and skills. All employment is decided on the basis of qualifications, merit and business need.

ABOUT ZALANDO

Zalando is Europe's leading online platform for fashion, connecting customers, brands and partners across 17 markets. We drive digital solutions for fashion, logistics, advertising and research, bringing head-to-toe fashion to more than 23 million active customers through diverse skill-sets, interests and languages our teams choose to use.

The Zalando Customer Care Vendor Management team ensures a stable performance and a healthy business partnership with our external contact centers as part of our company growth strategy. We monitor the daily operations and are the main point of contact between internal and external stakeholders. In the Vendor Management team, we start with a yes!

Please note that all applications must be completed using the online form - we do not accept applications via e-mail.

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