Purpose & Overall Relevance for the Organization: 

The goal of the eCommerce (eCom) team is to deliver one integrated consumer journey to create a premium and seamless experience so that we not only meet their expectations, but also exceed them while meeting our targets when a consumer leaves our touch point.  

The Payment & Post Order Operations Manager is a key role in the interaction with our consumers and a core element to drive the business growth and the Consumer Experience.  He/She will help improve and successfully ensure quality operations across our adidas website and apps on a day-to-day basis.  The key goal will be to monitor, prevent, and address customer issues related to payments, order processing, delivery, returns, and refunds. The Payment & Post Order Operations Manager is responsible for understanding the work culture and the different work streams, and will drive continuous efficiency through automation and optimization of the platform and systems as well as supporting the implementation of new tools and technologies. 

Key Responsibilities:  

• Day to day operations of external storefront and payment systems, including internal and external user support and management, data handling, and issue management 

• Monitoring and investigating order data across payment service provider systems, payment backend systems, payment risk management systems, order management systems, warehouse management systems, and carrier systems 

• Support the process for documenting and operating the relevant storefront systems 

• Key point of contact for inbound inquiries regarding storefront systems 

• Defect management; SLA and vendor performance management; Payment fraud management 

• Proactively suggest process improvements and evangelize adoption of new techniques and tools 

• Check and correct problems in existing systems and processes that are not immediately evident 

• Exchange and clarify information inside and outside of the organization: Compose documentation and distribute to others; Create summaries, presentations, and trainings 

• Management and support of projects involving external storefront systems 

• Support other operational areas as needed 

Knowledge, Skills, and Abilities:  

• Entrepreneurial mindset – Results & Profit oriented  

• Good organization and communication skills; a can-do attitude providing a still attention to details; a go-getter attitude with the ability to develop relationships; consumer focused mind 

• Stay cool in a fast-paced, deadline-driven environment and be able to work in an international team 

• Ability to manage time and resources as an essential skill 

Requisite Education and Experience / Minimum Qualifications:  

• Bachelor degree or equivalent 

• Minimum 4 years of working experience in eCommerce Systems, Demandware, and/or Platforms 

• Experience working with online payment systems and order management systems strongly preferred 

• Strong IT background and project management skill 

• Business level English and Japanese required 

Key Relationships: 

• DtC eCommerce Team 

• Global Operational Excellence Team 

• Global Partner Program Team 

• IT 

• Legal 

• Tax Department 

• Global Data Protection 

• Global IT  

• External Technology Partners