Senior Service Provider Manager

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.