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Senior Specialist - BPO Excellence

Location: Zurich

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Customer Service

In short

You are the analytical engine and financial architect behind our Happiness Delivery (HD) BPO operations. You don’t just track costs. You translate financial data into quality, efficiency, and actionable strategy. Acting as the critical link between our financial investments and our customer experience, you will evaluate performance, challenge the status quo, and provide our leadership with the crystal-clear visibility needed for data-driven decisions.

Your Mission

Command the financial lifecycle: Own the end-to-end PO2PAY process. You will seamlessly manage Purchase Order creation, rigorously evaluate vendor invoices, drive the payment pipeline, and partner with accounting to ensure precise inputs.
Architect flawless processes & reporting: Ensure absolute data accuracy within our BPO financial reporting. You will constantly analyze how our costs stack up against our Budget, YeFC forecasts, and E-com revenues, while identifing and executing on specific, actionable improvements that elevate our cyclical frameworks and methodologies.
Translate metrics into strategy: Track and dissect core BPO performance metrics (i.e., Cost Per Hour, Cost per Interaction, Cost per Satisfied Customer, Cost per Resolution). You will transform this data into executive-level monthly reports that provide true visibility into our operational health.
Champion continuous improvement: Don't just find the gaps—think how to fix them. You will identify areas of opportunity within our BPO operations and the broader CS function, stepping into a Project Manager role to drive or participate in end-to-end improvement initiatives.
Enable flexible operational scaling: Act as the implementation bridge when expanding operational footprint, managing end-to-end integration projects whenever new service lines or capabilities are transitioned to vendor partners to support business growth.

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Your story

Operational Mastery: 5+ years of hands-on operations leadership in the BPO space. You know what it takes to run the floor and optimize the day to day.
Holistic Vision: You are an all-rounder in CS & BPO ops with a blend of hard analytical rigor, stakeholder management and sharp soft skills. You deeply understand how operations interconnect with WFM, QA, Training, and the broader customer service ecosystem.
Global Playbook: Proven experience managing global accounts and driving or supporting Geo-Expansion initiatives.
Methodical Rigor: COPC certification (or deep working knowledge of COPC methodologies) and a Project Management Certification are highly desired.
Performance Excellence: Demonstrated experience in building and executing performance frameworks, including KPI interpretation, benchmarking, and target setting.
Language skills: Proficiency in English, German is an advantage. Other languages are a plus.

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About the Team

You will sit at the strategic core of our Happiness Delivery (HD) function, operating within the BPO Strategy & Ops vertical. Reporting directly to the HD Vendor Strategy & Governance lead, and collaborating with the broader team within our Happiness Delivery you will not be running solo. You will also collaborate in close proximity with our external Global Key Account Management teams, acting as the critical bridge between our internal financial strategy and our global BPO execution.

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Rikiya

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’.

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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.

Build the better you

What to expect

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.