International Customer Service Professionals (Outsource Management)
Istanbul / Maslak
Growth - Customer & Seller Experience – Contact Center Operations /
Full-time /
Hybrid
About the Team
At Trendyol Growth, we align pricing, discount, and marketing strategies to drive sustainable and scalable growth. We work cross-functionally with teams like Product, Category, and Operations to uncover opportunities and deliver impact. With a strong learning culture and data-driven mindset, we grow together — as individuals and as a team.
About the Role
As an Outsource Manager within our Customer Experience department, you will not be just managing vendors; you will be the bridge between our brand promise and its execution. You will orchestrate a multi-partner ecosystem to ensure every customer interaction reflects our excellence. We are looking for a data-driven strategist who can balance cost-efficiency with world-class service quality.
Responsibilities
- Strategic Vendor Partnership: Build and maintain high-level relationships with outsource partners, ensuring they are not just service providers but an extension of our corporate culture
- Performance Engineering: Define, monitor, and deep-dive into KPIs (SLA, CSAT, NPS, FCR, AHT) to ensure targets are met and exceeded consistently
- On-Site Leadership: Conduct regular site visits (including domestic travel) to audit operations, instill our brand values, and ensure workplace standards are aligned with our requirements
- Efficiency & Innovation: Spearhead automation and self-service projects (AI Bots etc.) to drive operational optimization
- Continuous Feedback Loop: Implement robust QA and feedback mechanisms to coach outsource teams in collaboration with the Quality Team, ensuring a constant upward trajectory in productivity and quality
- Cross-Functional Process Excellence: Work closely with internal departments (Product, Tech, Logistics, Marketing) to identify operational pain points and lead end-to-end process improvement projects that enhance the customer journey
- Project Leadership: Act as the primary project lead for CX initiatives, ensuring internal stakeholders are aligned with outsource capabilities and corporate strategic goals
- Financial & Contractual Governance: Manage the end-to-end lifecycle of outsource agreements, from RFP processes and contract negotiations to monthly invoicing and financial reconciliation with the related teams
Expected Qualifications
- Bachelor’s or Master’s degree (preferably in Industrial Engineering, Business Administration, or related fields)
- 5+ years of solid experience in Call Center Management or Outsource Operations, ideally within the E-commerce or Tech sectors
- Data Wizardry: Exceptional analytical skills; you should be able to turn complex data sets into actionable insights using MS Office, GSuite
- A proven track record of thriving in a fast-paced, high-growth environment where priorities can shift rapidly
- Masterful persuasion skills with the ability to manage stakeholders at all levels, from agents to C-level executives
- Passionate about CX technologies, AI-driven automation, and CRM systems
- Excellent command of English
- No restrictions on travel
What We Offer
- Hybrid working model with flexibility: a schedule that helps you find the right balance between flexibility and team bonding, including work-from-abroad opportunities and a summer working model.
- Customisable FlexBenefits budget: Adjust your daily meal allowance, choose your health insurance package (and extend it to your spouse or children), and pick from additional benefits like fuel support or Trendyol shopping credits.
- Well-being support: Access to location-based in-house doctors, as well as psychologist and dietitian support, and HPV vaccination provision.
- Personalised training allowance and learning opportunities: Use your annual budget for any training or conference of your choice, explore our Learning Management System (LMS) anytime, and join in-person learning sessions offered throughout the year.
- Responsibility from day one: Take full ownership from the start in a culture where every voice is heard and valued.
- A diverse, international team: Collaborate with global peers across our offices in Berlin, Amsterdam, Dubai, and beyond, in a startup-spirited and collaborative environment.
- Opportunities to grow with the best: Tackle meaningful challenges, develop through hands-on experience, and grow with the support of expert guidance and global mentoring.
- Meaningful connections beyond tasks: Be part of team rituals, events, and social activities that help us stay connected and inspired.
Take the Next Step
If this role excites you, apply today, we look forward to taking the next step with you.
Want to get to know the team better first? Explore our Career Website, LinkedIn, or YouTube to learn more about #LifeatTrendyol and how we work.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.