Senior Service Provider Manager (all genders)

INCLUSIVE BY DESIGN

At Zalando, our vision is to be the starting point for fashion - one that is inclusive by design. We only assess candidates based on qualifications, merit, and business needs. We welcome applications from people of all gender identities, sexual orientations, personal expressions, racial identities, ethnicities, religious beliefs, and disability statuses. We only want to know why you’re great for this role, so please avoid including your picture, age, and marital status in your CV as well.

We want to provide you with a great candidate experience. Please feel free to inform us of any accommodations you may need, so we can best support and assist you throughout the hiring process.  

do.BETTER - our diversity & inclusion strategy: https://corporate.zalando.com/en/diversity-inclusion
Our employee resource groups: https://corporate.zalando.com/en/diversity-inclusion/our-employee-resource-groups

Zalando outsources the majority of human handled customer care contacts. Aiming for memorable customer experiences, our Service Provider Management Team manages the outsourcing and partnership with the Service Providers.

WHAT WE'D LOVE YOU TO DO (AND LOVE DOING)

• As Senior Service Provider Manager (Senior SPM), you will co-shape our outsourcing strategy, focusing on creating, maintaining, and developing a global Service Provider (SP) network. Your goal is to foster win-win relationships with your assigned Service Provider focusing on both efficiency (cost/effort) and effectiveness (value added). Budget planning and adherence are part of your responsibilities.

• You will lead your dedicated Service Provider overseeing operations of Zalando’s customer care outsourced volumes (operations, quality assurance, invoicing, compliance), including monitoring, analysing and evaluating SP performance against a set of KPIs (SL, CSAT etc.) and to ensure budget adherence. 

• You are leading a group of internal or external stakeholders to achieve overall team targets. 

• You drive commercial optimisation by proactively modeling financial projections and 'what-if' scenarios and quantifying their measurable impact to ensure Zalando’s outsourcing strategy remains highly competitive and resilient.

• You will contribute to shape Zalando’s Customer Care strategy and ensure its reflection across your dedicated Service Provider(s)

• You will have an active role in jointly initiating and executing projects or programs that will enhance the social, cultural, or economic well-being of Zalando’s Customer Care and Zalando as a whole.

WE'D LOVE TO MEET YOU IF…

• You have proven experience in Service Provider Management as a client/provider.

• You have excellent numerical and solid analytical skills, including the ability to plan budgets and scenarios for use cases.

• You have exceptional people and communication skills including the ability to adjust communication to different roles, well-trained cultural sensitivities.

• You have a proven track record in long term Relationship Management. 

• You collaborate effectively and work autonomously. 

• You enjoy getting the job done and find joy in finding solutions.

• You are fluent in English. 

• You are available to travel within and outside of Europe approx. 2-3 weeks per quarter.

• If you think you have what it takes, we encourage you to apply even if you don't meet every single requirement. You may just be the right candidate for this role!