Purpose & Overall Relevance for the Organization
The goal of the eCommerce team is to deliver one integrated consumer journey that creates a premium and seamless experience, exceeds consumer expectations, and meets business targets. The Platform & Post Order Operations Senior Manager is a key role in the interaction with consumers and a core element in driving business growth and Consumer Experience. This role helps improve and ensure quality operations across adidas websites, apps, and emarketplaces on a day-to-day basis.
As a team leader, this role is responsible for understanding the work culture and different work streams, driving continuous efficiency through automation and optimization of platforms and systems, and supporting the implementation of new tools and technologies.
Key Responsibilities
- Lead the operations team to operate, maintain, optimize, and update digital storefronts, supporting systems, and related operational workflows.
- Deliver world-class storefront access, checkout, and order management experiences for consumers.
- Manage supporting systems, including payments and promotion management, partner platform integrations, and order management systems (OMS).
- Lead issue management, including troubleshooting, tracking, escalation, and prevention, to support internal users and workflows.
- Own relationships with service management, external system vendors, and supply chain to ensure smooth collaboration and operations, especially during peak sales events and operational or system changes.
- Maintain documentation and manage internal knowledge of storefronts and supporting systems.
- Manage SLA and vendor performance.
- Continuously implement process improvements and promote adoption of new techniques and tools.
- Set, track, and report KPIs for the platforms and post-order operations teams.
- Compose documentation, distribute information, and create summaries, presentations, and training.
- Manage projects involving storefront systems.
Knowledge, Skills, and Abilities
- Entrepreneurial mindset with a results- and profit-oriented approach.
- Excellent organization and communication skills, attention to detail, and a proactive, relationship-building attitude.
- Consumer-focused mindset.
- Ability to remain effective in a fast-paced, deadline-driven environment and work in an international team.
- Ability to manage time and resources.
- Proven experience managing complex systems and integrations across multiple countries and external vendors.
- Proven leadership and managerial skills, including setting clear objectives, managing performance and salary reviews, and providing expertise in the supervised area.
Requisite Education and Experience / Minimum Qualifications
- Bachelor’s degree or equivalent.
- Minimum 5 years of experience in eCommerce systems, Demandware, and/or platforms.
- Strong IT background and project management skills.
- Business-level English and Japanese required.
- Thorough experience in system incident management, escalation, and prevention.
- International experience and cross-cultural sensitivity are desirable.
Key Relationships
eCommerce, Brand, Global and Market Tech, Global Digital Product Team, Global Service Management, Supply Chain Management, Legal, Retail Omnichannel, Financial Planning & Analysis, Financial Operations, external technology partners, and external logistics partners.
Culture and Inclusion
At adidas, employees are encouraged to demonstrate courage, ownership, innovation, teamplay, integrity, and respect. adidas believes that embedding diversity, equity, and inclusion into its culture and talent processes fosters belonging and strengthens its connection with consumers and communities.