Assistant Manager Payment Operations

At adidas, the Assistant Manager Payment Operations role ensures 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.

Purpose & Overall Relevance for the Organization

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)

How we work at adidas

• COURAGE: Speak up when you see an opportunity; step up when you see a need.
• OWNERSHIP: Pick up the ball. Be proactive, take responsibility and follow-through.
• INNOVATION: Elevate to win. Be curious, test and learn new and better ways of doing things.
• TEAMPLAY: Win together. Work collaboratively and cultivate a shared mindset.
• INTEGRITY: Play by the rules. Hold yourself and others accountable to our company’s standards.
• RESPECT: Value all players. Display empathy, be inclusive and show dignity to all.