THE ROLE & THE TEAM
The Senior Service Provider Manager (Senior SPM) oversees the operational performance of our external Service Providers (SP) and co-shapes the global outsourcing strategy. The role focuses on building, maintaining, and scaling a highly effective Service Provider network - balancing efficiency (cost and effort) with effectiveness (value added) - while maintaining full accountability for budget planning and adherence.
This role sits within a dedicated, agile Customer Care network management team of seven professionals, consisting of five Service Provider Managers and two Leads, all working collaboratively to drive global partner excellence and operational success.
INCLUSIVE BY DESIGN
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 or other roles!
At Zalando, our vision is to be the leading pan-European ecosystem for fashion and lifestyle e-commerce – one that thrives on diversity and is truly inclusive by design. We believe that diverse teams fuel innovation and creativity, and we actively seek out talent from all backgrounds.
We actively seek to reduce bias in our hiring and employment processes, focusing on your qualifications, skills, and contributions. To support this, we kindly ask that you refrain from including personal details such as your photo, age, or marital status in your CV, ensuring a fair and equitable evaluation based solely on your abilities and potential.
We are committed to providing an exceptional and accessible candidate experience for everyone. If you require any accommodations to support you throughout the hiring process, please let us know – we are here to assist you.
Discover more about our commitment to creating a diverse and inclusive workplace: https://jobs.zalando.com/en/our-culture/diversity-and-inclusion
WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)
External Partner Management: Lead dedicated Service Providers overseeing global customer care outsourced operations, quality assurance, invoicing, and compliance.
Performance & Performance Recovery: Monitor, analyze, and evaluate SP performance against key metrics (SL, CSAT, etc.), proactively designing and executing targeted action plans when targets are missed.
Commercial & Financial Analytics: Drive commercial optimization by modeling financial projections, building robust business cases, and running "what-if" scenarios to ensure a competitive and resilient outsourcing strategy.
Stakeholder Leadership: Guide cross-functional internal and external stakeholders to align operations with Zalando's overarching Customer Care strategy.
Continuous Improvement: Initiate and execute strategic programs that enhance the cultural, social, and economic well-being of the Customer Care ecosystem.
WE’D LOVE TO MEET YOU IF
Industry Experience: 5+ years of experience in BPO Service Provider Management, customer service operations, or a closely related external partner-facing role.
Relationship Management: Proven track record of managing large-scale external partners and service providers on a client or provider side.
KPI Governance: Deep expertise in managing operations via data-driven KPIs, with a demonstrated ability to course-correct underperformance through structured action plans.
Financial & Commercial Acumen: Strong numerical and analytical skills, with direct experience in budget planning, commercial negotiation, and business case development.
Language & Mobility: Fluency in English and a willingness to travel both within and outside Europe approximately 2–3 weeks per quarter.
Stakeholder Impact: Exceptional communication and relationship management skills, featuring the cultural sensitivity required to influence diverse global teams and roles.
Autonomy & Solution Ownership: A highly collaborative yet autonomous work style, driven by a solution-oriented mindset and a passion for operational execution.
If this alignment of strategy, commercial ownership, and partner management matches your career trajectory, we encourage your application—even if you do not check every single box. Diverse perspectives drive our innovation.
OUR OFFER
Zalando provides a range of benefits, here’s an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer.
27 days of holiday a year to start for full-time employees (+1 day for every calendar year up to 30 days)
2 paid volunteering days a year
Hybrid working model with up to 60% remote per week, actual practice is up to each team to best support their collaboration
Work from abroad for up to 30 working days a year
Employee shares program
40% off fashion and beauty products sold and shipped by Zalando, 30% off Lounge by Zalando, discounts from external partners
Relocation assistance available (subject to prior agreement)
Family services, including counseling and support
Health and wellbeing options (including Wellhub, formerly Gympass)
Mental health support and coaching available
Drive your development through our training platform and biannual peer-to-peer review
