Senior Manager Platform & Post Order Operations

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 targetswhen a consumer leaves our touch point.

The Platform & Post Order Operations Senior Manager is a key rolein the interaction with our consumers and a core element to drive the business growth and the Consumer Experience.  He/Shewill help improve and successfully ensure quality operations across our adidas websites, apps, and emarketplaces on a day-to-day basis. As a team leader, this roleis responsible for understanding the work culture and the different work streams, and will driving continuous efficiency through automation and optimization of the platform and systemsas well as supporting the implementation of new tools and technologies.

Key Responsibilities:

• Responsible for leading the operations team to operate, maintain, optimize, and update digital storefronts, supporting systems, and related operational workflows to deliver world class storefront access, checkout, and order management experiences for consumers
• Key supporting systems include payments and promotion management, partner platform integrations, and order management systems (OMS).
• Lead issue management including troubleshooting, tracking, escalation, prevention, to support internal users and workflows using the above systems.
• Owns the relations 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
• Maintaining documentation and managing internal knowledge of the storefronts and supporting systems
• SLA and vendor performance management
• Continuously implement process improvements and evangelize adoption of new techniques and tools
• Set, track, and report KPI’s for the platforms and post order operations teams
• 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 storefront systems

Knowledge, Skills, and Abilities:

• Entrepreneurial mindset – Results & Profit oriented
• Excellent 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
• Proven record in managing complex systems and integrations across multiple countries and external vendors
• Proven leadership and managerial skills; Set clear objectives for team members; Accountable for performance and salary reviews; Provide expertise in supervised area

Requisite Education and Experience / Minimum Qualifications:

• Bachelor degree or equivalent
• Minimum 5 years of working experience in eCommerce Systems, Demandware, and/or Platforms
• Strong IT background and project management skill
• Business level English and Japanese required
• Thorough experience in system incident management, escalation, and prevention
• Ideally have experience of working internationally and in settings requiring cross-cultural sensitivity

Key Relationships:

• eCommerce – Own Ecosystem, Partner Platforms, Buying & Trading, and Analytics
• Brand – Digital Activation, Performance Marketing, Membership
• 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
• External Logistics Partners