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

Team for Career Site

Customer Service

In short

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.

Meet 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.