Readiness & Operations Transition Manager supporting solar and battery project launches. Responsible for transition activities and ensuring operational readiness in projects across the region.
About the role
- Customer Service Manager leading end-to-end customer service operations for adidas. Optimizing performance, managing teams, and driving strategic initiatives for operational excellence.
Responsibilities
- Manage day‑to‑day operations across all customer touchpoints (phone, chat, email, social, etc.).
- Partner with Contact Center vendors to optimize performance, cost, and customer experience.
- Develop and execute operational strategies aligned with business goals.
- Lead and contribute to process improvement projects, automation initiatives, and digital transformation.
- Prepare and communicate operational updates, business cases, and performance narratives to leadership.
Requirements
- Lead, mentor, and coach a high‑performing customer service team (in‑house and/or outsourced).
- Foster a culture of accountability, collaboration, and customer‑first mindset.
- Define individual and team performance goals and ensure delivery against KPIs and SLAs.
- Oversee workforce planning, scheduling, and capacity management.
- Ensure consistent adherence to operational processes, quality standards, and compliance requirements.
- Monitor service performance dashboards and drive actions for continuous improvement.
- Analyze customer insights, VOC (Voice of Customer), and root-cause data to identify trends and opportunities.
- Lead initiatives that reduce customer effort, improve quality, and enhance satisfaction and NPS.
Benefits
- AT ADIDAS WE HAVE A WINNING CULTURE.
- PHYSICAL POWER IS NOT ENOUGH.
- MENTAL STRENGTH IN THEIR GAME.
- COURAGE: Speak up when you see an opportunity; step up when you see a need.
- OWNERSHIP: Pick up the ball. Be proactive, take responsibility and follow-through.
- INNOVATION: Elevate to win. Be curious, test and learn new and better ways of doing things.
- TEAMPLAY: Win together. Work collaboratively and cultivate a shared mindset.
- INTEGRITY: Play by the rules. Hold yourself and others accountable to our company’s standards.
- RESPECT: Value all players. Display empathy, be inclusive and show dignity to all.
Job title
Job type
Experience level
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Readiness & Operations Transition Manager supporting solar and battery storage projects across the West & Central US. Overseeing project readiness, transition activities, and daily operations management.
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