Purpose & Overall Relevance for the Organization :
As an Operations Manager in adidas e-Commerce channel for LAM, you are responsible of ensuring the maximum level of service on our orders’ fulfillment process, monitoring their correct flow across external and internal systems.
The business processes assigned to you have a regional scope, with impact for local and regional environments. Your objective is to drive standardization and continuous improvement of such processes, acting as the key interface with internal and external business stakeholders.
Guiding best practices, success criteria and contributing to a culture of operational excellence are just a few of the key activities that will be expected from your role.
Additionally, you will be focusing on connecting our internal processes with external partners and middleware providers, aiming to align our market and systems’ needs.
Key Responsibilities :
Manage the operational activities and resources related to Partner Program order fulfillment, by closely monitoring the performance of the E2E order flow between marketplaces, adidas and middleware systems, focusing on Customer Satisfaction.
Support the daily business operations and interactions of our digital platforms, which include SAP AFS, IBM Sterling, WMS, VTEX Service cloud and various marketplaces’ Seller Centers, ensuring that all orders are processed, invoiced and delivered to our consumers.
Conduct continuous analysis and monitoring of transactions, fulfillment processes and inbound / outbound order flow, requesting support to local or global teams if any issues arise to ensure that platform stability and overall customer experience are running at peak efficiency.
Develop detailed operational plans, that allow to provide transparency on orders, cancellations and returns performance, and to identify risks on time
Identify interdependencies with other functional areas and lead the escalation and solution of incidents, according to their severity and impact to the business SLAs.
Be on top of business insights (i.e. service analysis) and industry trends and act as a key contributor in improvements and enhancements that serve the customer experience in the delivery service that adidas provides, including the return process.
Act as the functional Point of Contact for operationally focused projects and new partner rollouts, throughout implementation, testing, go-live and sustain phases for LAM countries.
Drive and support enhancements for both adidas and Reebok brands, providing clear business needs and requirements to IT and requesting an efficient transition through clearly written documentation.
Create a supportive work environment, of continuous learning and value driven work ethic, in which employees are coached, trained and provided with career opportunities through development.
Be the key operational center of excellence.
Key Relationships :
Global IT and Projects teams
Regional Customer Service teams
Regional DPC teams : Master Data, Platform Trading, Partner Development, Analytics
Regional DTC teams
Local LAM SCM and Warehouse teams
Local LAM Finance / Tax teams
Marketplace Operations teams
External vendors (e.g. Middleware provider)
Knowledge, Skills and Abilities :
Strong problem solving and analytical skills.
Advanced understanding of IT, with aptitude for learning new software applications.
Basic leadership skills are required.
Strong MS office skills, with an emphasis on Excel.
Strong interpersonal and communication skills, both oral and in writing, to interact effectively and efficiently across departments with various levels of management.
Fluent in English and Spanish. Competency in Portuguese would be beneficial.
Ability to be detail-oriented and manage multiple priorities under tight timelines.
Ability to quickly adapt to changing business processes and business partners.
Good understanding of technical and commercial e-commerce.
Advanced understanding of IT, with aptitude for learning new software applications. Preferably with knowledge of SAP, IBM Sterling, WMS and VTEX or any other middleware providers.
Requisite Education and Experience / Minimum Qualifications :
At adidas we have a winning culture. But to win, physical power is not enough. Just like athletes our employees need mental strength in their game.
We foster the athlete s mindset through a set of behaviors that we want to enable and develop in our people and that are at the core of our unique company culture the 3Cs : CONFIDENCE, COLLABORATION and CREATIVITY.
But we are willing to take risks, we try new things. And if we fail, then this is part of our learning it helps us improve.
Winning as one team takes open and candid dialogue, inclusiveness and trust in each other’s abilities and talents.
We have to be open to new ideas, explore, gain an edge and stand out. Only then can we succeed.
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.