Specialist - Customer Service Vendor Performance Operations (FTC - Mat. Cover until July 2027)

Specialist - Customer Service Vendor Performance Operations (FTC - Mat. Cover until July 2027)

As the Continuous Improvement Specialist for Vendor Performance Operations, you will have a strategic role dedicated to optimizing Business Process Outsourcing (BPO) and vendor performance in servicing our DTC customers. This role bridges the gap between global strategic initiatives and day-to-day operational execution. You will design, document, and standardize robust internal processes, compliance audits, and performance frameworks that enable our vendors to operate seamlessly within On’s internal systems and rigorous compliance requirements.

Through structured Change Management and deep cross-functional collaboration, you will foster a growth mindset, turning performance data and compliance insights into sustainable, high-impact operational improvements.

Your Mission

Collaboration & Alignment: You will work closely with internal departments (QA, Training, WFM, Enablement, and Process Architecture) to understand their challenges and requirements towards our vendors. Act as a liaison to translate cross-functional needs into actionable vendor-facing processes and support the deployment of global initiatives.

Process Standardization: You will own, document, and scale critical partner documentation, including vendor organizational charts, standard operating procedures (SOPs), and local work instructions. Standardize the end-to-end vendor performance cycle to drive premium performance and sustainable operational consistency.

Audit & Reporting Evolution: Identify emerging reporting needs and partner with the Global Data team to evolve operational dashboards and metrics, ensuring high data visibility. Own the documentation and implementation of various audits targeting evolving compliance requirements and performance concerns with external vendors.

Your story

Certifications & Expertise: Lean Six Sigma Certified (Green Belt minimum) with a track record in operational excellence, process optimization, and project execution.

Project & Change Leadership: Demonstrated background in process improvement and change management, with extensive experience driving impactful, well-coordinated initiatives.

BPO & Customer Service Operations: Experience working directly with or within outsourced customer service vendors.

Technical & Data Proficiency: Proficient with Google Workspace tools (Sheets, Slides, Drive) and data visualization platforms like Looker.

Communication & Collaboration: Fluent in English (other European languages are a plus) with strong interpersonal skills for working in cross-functional, global environments.

Mobility & Adaptability: Striving to work alongside diverse, multicultural teams and willing to travel periodically.

About the Team

You’ll be part of the Vendor Performance Operations, a critical sub-vertical within our BPO Strategy & Operations. Our team’s mission is to empower our external partners to deliver world-class customer service that mirrors our brand's premium promise.

Through structured governance, collaborative innovation, and relentless performance oversight, we ensure our partners’ alignment with On’s vision.

In a former 19th Century postal building by Berlin’s river Spree, you’ll find our future-focused, creative hub.

Happiness Delivery System Specialist, Yokohama

My role can be challenging, but the sense of accomplishment I get is powerful. After all, we’re not just delivering products or basic service. We’re exceeding expectations to make people happy. To deliver ‘Wow’.

What we offer

On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically – to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.

We want to set everyone up for success, so here’s the lowdown on how we hire. Our process is a two-way street – bringing you into our culture, while helping us learn how you think.

Our full process can last about eight weeks from application to offer, because we care about getting it right. These steps explain how we usually do things.

Before you get started, feel free to consider if you want to work with us. Strange question? Well, we give people a lot of space to navigate their day-to-day and that style isn't for everyone. We want you to be passionate about what you do and be sure this is the right fit. Because when skills and passion combine – it creates that 'Wow' moment.