Sr. Specialist Ecom Payment Operation EM

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 to maximize conversion and minimize revenue leakage.

Business KPI Definition and Monitoring

• Support definition and tracking of payment KPIs and SLAs, including authorization rate, success rate, failure rate, cart-to-payment conversion, refund turnaround time, and 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, and internal teams for implementations.
• Participate in UAT and dry runs, ensuring payment flows are thoroughly tested before production release.
• Assist in rolling out features such as 1-click checkout, tokenization, local payment methods, EMI, BNPL, gift cards, and wallets.

Day-to-Day Operations

• Manage daily payment operations, including transaction monitoring, issue tracking, and reporting.
• Act as the first level of escalation for payment-related issues in EM markets.
• Coordinate with IT and PSPs for incident resolution and timely ticket closure.
• Monitor and optimize payment routing, retries, and failover mechanisms.
• Ensure reconciliation between payment gateways, banks, and order management systems.
• Support refund processing and SLA adherence.
• Track and reduce payment failures, pending transactions, settlement delays, and refund failures.

Reconciliation & Financial Operations

• Perform daily or weekly reconciliation between payment gateways and OMS, and between bank settlements and reported transactions.
• Investigate discrepancies 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 and risk teams to monitor suspicious transactions.
• Support chargeback handling and dispute resolution.
• Ensure compliance with local payment regulations and internal security standards.
• Monitor and reduce fraud-related losses.

Stakeholder Management

• Become the subject matter expert 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, technology, and business teams on continuous improvements.

Knowledge, Skills and Abilities

• Strong analytical mindset and attention to detail.
• Understanding of payment ecosystems, payment gateways, and transaction lifecycles.
• Ability to analyse data and identify trends and anomalies.
• Good communication and problem-solving skills.
• Basic understanding of reconciliation and financial processes.
• Understanding of Thailand’s local payment landscape is preferred.

Requisite Education and Experience

• Bachelor’s degree in business, finance, engineering, or a related field.
• 2–4 years of experience in eCommerce, payments, or FinTech operations.
• Experience with payment gateways or financial systems preferred.
• Experience using analytics and monitoring tools, including Power BI or Adobe Analytics.
• Advanced Excel skills for reconciliation and payment reporting.
• Familiarity with SQL or data querying is a plus.
• Strong verbal and written communication skills in English; Thai proficiency preferred.
• Experience in high-volume eCommerce environments and with multiple PSPs.
• Exposure to payment optimization, regional payment methods, and payment routing.

Company Culture

At adidas, employees are encouraged to demonstrate courage, ownership, innovation, teamplay, integrity, and respect. The company emphasizes diversity, equity, and inclusion as part of its culture and talent processes.