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Sr. Specialist Ecom Payment Operation
Purpose & Overall Relevance for the Organization:
The role will be responsible for managing and optimizing day-to-day eCommerce payment operations across site and app in the EM market. This includes ensuring seamless transaction processing, monitoring payment performance KPIs, and coordinating with internal and external stakeholders (Global IT, Payment Service Providers, Global/Local Finance, Risk/Fraud teams).
The role will support technical discussions, provide inputs for payment optimization, and ensure smooth execution of all payment-related activities to maximize conversion and minimize revenue leakage.
Business KPI Definition and Monitoring
- Support definition and tracking of key payment KPIs and SLAs:
- Payment Authorization Rate
- Payment Success Rate
- Payment Failure Rate
- Cart-to-Payment Conversion
- Refund TAT (Turnaround Time)
- Chargeback Rate
- Monitor daily transaction performance and identify anomalies or trends
- Analyse payment funnel drop-offs and recommend optimization opportunities
- Support implementation of best practices for payment performance improvement
Project Testing and Go-Live Support
- Support payment-related projects, enhancements, and new payment method integrations
- Coordinate with Global IT, Payment Service Providers (PSPs), and internal teams for implementations
- Participate in UAT, DRY runs, and ensure all payment flows (success, failure, refund, COD, wallet, etc.) are thoroughly tested before production release
- Assist in rollout of new features like 1-click checkout, tokenization, local payment methods, EMI, BNPL, Gift Card, Wallets etc.
Day-to-Day Operations
- Manage daily payment operations including transaction monitoring, issue tracking, and reporting
- Act as first level of escalation for payment-related issues in EM markets.
- Coordinate with IT and PSPs for incident resolution and ensure timely closure of tickets
- Ensure fallback or workaround mechanisms during payment outages
- Monitor and optimize payment routing, retries, and failover mechanisms
- Ensure reconciliation between payment gateways, banks, and order management systems
- Support refund processing and ensure SLA adherence
- Track and reduce payment related failures, pending transactions, and settlement delays, Refund failures/delays
Reconciliation & Financial Operations
- Perform daily/weekly reconciliation between:
- Payment Gateway vs OMS
- Bank settlements vs reported transactions
- Identify discrepancies, investigate root causes, and ensure resolution
- Support finance teams during month-end closing and audits
- Monitor settlement cycles and ensure timely payouts
- Coordinate with local finance and banking partners in Thailand when required
Risk, Compliance & Fraud Coordination
- Coordinate with fraud/risk teams to monitor suspicious transactions
- Support chargeback handling and dispute resolution processes
- Ensure compliance with local payment regulations and internal security standards
- Monitor and reduce fraud-related losses
Stakeholder Management
- Become Subject Matter Expert (SME) for payment systems and flows
- Educate internal stakeholders on payment processes, limitations, and optimization strategies
- Provide insights and recommendations to improve checkout experience and conversion
- Collaborate with product, tech, and business teams for continuous improvements
Key Relationships:
Local Teams:
Finance, Customer Service, Risk & Fraud, Supply Chain, Marketing, Platform Operation, Post Order Operation, GBS, Commercial Teams
Global Teams:
Global IT, Payment/Product Teams, Regional eCommerce Teams
External Teams:
Payment Service Providers (PSPs), Banks, Fraud/Risk vendors
Knowledge, Skills and Abilities:
- Strong analytical mindset with attention to detail
- Understanding of payment ecosystems (cards, bank transfers, wallets, BNPL, QR payments, etc.)
- Familiarity with payment gateways and transaction lifecycle
- Ability to analyse data and identify trends/anomalies
- Good communication skills to manage cross-functional stakeholders
- Problem-solving mindset with ability to handle high-pressure incidents
- Basic understanding of reconciliation and financial processes
- Understanding of Thailand’s local payment landscape is preferred
Requisite Education and Experience / Minimum Qualifications:
- Bachelor’s degree in business, Finance, Engineering, or related field
- 2- 4 years of experience in eCommerce / Payments / FinTech operations
- Experience working with payment gateways or financial systems preferred
- Experience using analytics and monitoring tools to track payment performance, identify drop-offs in checkout funnels, and monitor platform KPIs
- Knowledge of analytics tools (e.g., Power BI, Adobe Analytics)
- Advanced Excel skills for reconciliation, payment reporting, and large dataset analysis (pivot tables, lookups, data validation, etc.)
- Familiarity with SQL or data querying is a plus
- Strong verbal and written communication skills in English
- Thai language proficiency preferred
- Experience in high-volume eCommerce environments
- Exposure to payment optimization (routing, retries, tokenization)
- Understanding of regional payment methods (UPI, wallets, etc.)
- Experience working with multiple PSPs
At adidas, we strongly believe that embedding diversity, equity, and inclusion (DEI) into our culture and talent processes gives our employees a sense of belonging and our brand a real competitive advantage.
– Culture Starts With People, It Starts With You –
By recruiting talent and developing our people to reflect the rich diversity of our consumers and communities, we foster a culture of inclusion that engages our employees and authentically connects our brand with our consumers.