Digital Commerce Operations Manager

Purpose

The Platform Operations Manager (individual contributor) is responsible for overseeing the day-to-day operations, performance, and stability of the eCommerce platform ecosystem to ensure a seamless customer experience and achievement of business objectives. This role serves as a critical link between business and technology teams, driving operational excellence through proactive monitoring, issue resolution, data governance, and continuous platform optimization.

As the primary representative for the local eCommerce market, the Platform Operations Manager collaborates with global product, technology, and operations teams to provide market-specific insights, influence platform enhancements, and ensure local business requirements are effectively incorporated into global initiatives. The role is responsible for translating business needs into actionable solutions, supporting strategic decision-making through performance analytics, and ensuring the successful execution of operational priorities, promotion execution and platform changes.

Business KPI Definition & Operational Excellence

• Contribute to the development, communication, and continuous improvement of global operational best practices, governance standards, and monitoring frameworks.
• Partner with business and technology stakeholders to define, measure, and monitor key performance indicators (KPIs), operational thresholds, and success metrics.
• Support the design, implementation, and optimization of business rules, workflows, and platform configurations across multiple systems and applications.
• Drive data-informed decision-making by identifying trends, risks, and opportunities within operational performance metrics.

Enhancement & Initiative Management

• Lead and coordinate operational enhancement requests, projects, and initiatives in collaboration with local and global teams.
• Manage stakeholder communications, ensuring alignment on objectives, priorities, timelines, and expected business outcomes.
• Facilitate the intake, evaluation, and prioritization process for enhancement requests by developing business cases, gathering requirements, and assessing business impact.
• Collaborate with cross-functional teams to ensure initiatives are delivered efficiently and aligned with strategic operational goals.

Platform Monitoring & Operational Support

• Serve as the primary operational escalation point for local market business functions, ensuring timely resolution of issues and risks.
• Manage the identification, investigation, communication, and resolution of operational incidents, performance issues, and business-impacting anomalies.
• Manage the end-to-end lifecycle of promotional campaigns, including configuration, testing, deployment, monitoring, and post-launch validation.
• Partner closely with IT Service Managers and technology teams to prioritize support tickets, accelerate issue resolution, and provide clear status communications to stakeholders.
• Ensure the ongoing health and performance of eCommerce platforms through proactive monitoring of key operational metrics, including conversion rates, order volume, checkout performance, payment processing, and shipping effectiveness.
• Maintain and govern critical eCommerce data and configurations across platforms, including shipping, taxation, promotions, and fulfillment settings, ensuring accuracy, consistency, compliance, and alignment with business requirements.

Subject Matter Expertise & Stakeholder Engagement

• Act as the eCommerce platform subject matter expert (SME), providing guidance, consultation, and support to business and technology stakeholders.
• Build strong relationships across local and global teams, serving as a trusted advisor and key point of contact for platform capabilities, processes, and enhancements.
• Support the onboarding, training, and professional development of Assistant Managers and other team members to strengthen operational capabilities.
• Identify innovative opportunities to expand platform functionality and deliver creative solutions that enhance customer experience, operational efficiency, and business performance.
• Promote knowledge sharing and continuous improvement by documenting processes, best practices, and lessons learned across the organization.

Key Stakeholders

• Local Teams – Affiliate Marketing, Digital Commercial Programs, Membership, Customer Service, Digital Content, Digital Operations, Product Launch, Retail Operations, Analytics and IT partners
• Global Teams – Global Product Owners, Global Tech and Site Reliability Engineers

Knowledge, Skills and Abilities

• Strong presentation and communication (verbal and written) skills across different levels within a global organization
• Analytical mind-set and innovative thinker
• Knowledge of eCommerce platforms and processes preferred
• Organized and able to communicate and educate non-technical stakeholders
• Ability to work independently towards common goals and agreed deadlines
• Capable to work in a team environment and coordinate multiple tasks with conflicting priorities

Requisite Education and Experience / Minimum Qualifications

• College/University degree from an accredited institution in Computer Science or Business/Marketing or equivalent combination of education and experience
• 3-4 years of eCommerce / retail / digital experience
• 2+ years of working experience in a leading role in an online consumer-facing high-transaction environment
• Relevant experience in order management, technical issue resolution, product management is a plus
• Intermediate knowledge of web analytics tools (Adobe Analytics, Amplitude, Quantum Metrics, Grafana)
• Practical experience and of MS-Excel, MS-Word and MS-PowerPoint  

adidas offers a robust and progressive range of benefits, including: health and dental benefits, including prescription drug coverage, out of country coverage, short and long-term disability, basic life and AD&D insurance, and an Employee & Family Assistance Program. Employees are able to enroll in adidas’ Retirement Savings Plan with employer match. Qualifying employees are eligible for our education assistance program and fitness reimbursement program.

Employees are eligible to earn an annual bonus based on both company and personal performance. We recognize the commitment of our employees by increasing vacation time with length of service. We also offer Service Awards & Service Time Off during milestone years, paid bereavement leave, and parental leave top-up to eligible employees.

At adidas we offer a Hybrid work policy which requires attendance in the office Monday through Thursday, with the flexibility to work remotely on Friday each week. For work requiring a high degree of collaboration or an in-person presentation, in-office attendance is required even on Friday. The is a remote role.

The anticipated low and high end of the base pay range for this position is $100,000-$115,000. Actual salary will be based on various factors, such as a candidate’s experience, qualifications, skills and competencies, proficiency for the role. 

Though our teammates hail from all corners of the world, our working language is English.

adidas is an equal opportunity employer. We encourage applications from all qualified candidates, including those with Disabilities, and will accommodate applicants’ needs, upon request, throughout all stages of the recruitment and selection process. If selected to participate in an interview, accommodations will be made available on request. Please inform the Recruiter of the accommodation(s) that you may require. Information received relating to accommodation will be addressed confidentially