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 that exceeds customer expectations while meeting our targets when a consumer leaves our touch point.

The Platform 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 monitor, maintain, and improve operations to ensure the technical upper funnel experience on our adidas website, apps, and eMarketplace storefronts meets adidas’ standards.  This role will support the own ecosystem, partner program, and digital marketing teams from an operations perspective. The Platforms 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 the upper funnel portions (everything up to checkout) of internal and external digital storefront systems, including internal and external user support and management, data handling, and issue management
• Defect Management: monitor and document technical issues, create and prioritize tickets to service management teams, and handle SLA and escalation management
• Support the process for documenting and operating the storefronts
• Key point of contact for inbound inquiries regarding storefront systems
• 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
• Ensure that the proper tools are in place to monitor and improve defined Key Performance Indicators (KPI’s)
• Exchange and clarify information inside and outside of the organization: Compose documentation and distribute to others; Create summaries, presentations, and trainings
• Management of projects involving

Knowledge, Skills, and Abilities:

• Entrepreneurial mindset – Results, Profit, & Strategy 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 service management or devops and technical teams to resolve complex technical issues
• Strong IT background and project management skills
• Business level English required, Conversational Japanese preferred

Key Relationships:

• DtC eCommerce Team
• Consumer Services Team
• Global Service Management Team
• Global and Market Tech Team
• Global Operational Excellence Team
• Global Partner Program Team
• Legal
• Finance
• Global Data Protection
• External Technology Partners