Purpose & Overall Relevance for the Organization:
As an Assistant Manager Payment Operations at adidas, you ensure customers enjoy a frictionless, high‑performing checkout journey across all payment methods and markets. You combine analytical depth with operational awareness: you monitor the payment page, identify performance shifts, validate hypotheses in the data, and surface opportunities or issues early.
You aren’t afraid to push back on vendors or internal teams when something doesn’t add up, and you’re comfortable going deep into payment behavior (e.g., BIN ranges, configuration logic, routing patterns) to get to the real root cause. When customer-facing issues occur, you manage communication, coordinate stakeholders and ensure fast, clear resolution.
You collaborate closely with Global Payments, Tech, Consumer Service and Finance to raise the standard of our payment experience, especially during critical events like Black Friday.
Key Responsibilities:
- Monitor and analyse payment‑page conversion KPIs daily, weekly, and monthly to identify trends, unexpected shifts, or emerging blockers.
- Identify issues and opportunities across the payment experience, validating them through data, logs, customer signals, and vendor insights.
- Coordinate customer-facing communication during checkout incidents, ensuring guidance is clear, timely, and consistent across channels.
- Investigate payment behaviour in depth when needed (e.g., BIN range issues, payment method configuration discrepancies, routing anomalies).
- Evaluate PSP and acquirer performance using checkout data and behavioural signals; escalate and challenge vendors where standards aren’t met.
- Maintain and improve monitoring processes, enabling early detection of issues and structured escalation to the right stakeholders.
- Act as the key operational counterpart for the Payment Experience pillar, ensuring alignment and quality execution with key stakeholders.
Key Relationships:
- EU Customer Experience
- Global Payment and (EU) Risk Management
- Digital and Payment Analytics
- Digital Product
- Finance
- eCommerce IT
- Consumer Service
Soft Skills:
- Clear communication
- Strong stakeholders management
- Pattern recognition & system thinking
- Ownership & accountability
- Growth mindset and curious
- Customer empathy & focus
- Collaborative
- Ability to present complex topics simply
Hard Skills:
- Microsoft Office
- Analytical skills on interpreting KPIs & trends
- Basic understanding of eCommerce payments
- Proficiency with dashboard tools (Adobe, Amplitude, Power BI)
adidas celebrates diversity, supports inclusiveness and encourages individual expression in our workplace. We do not tolerate the harassment or discrimination toward any of our applicants or employees. We are an equal opportunity employer.