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Sr. Specialist, eCom Post Order Ops
Purpose & Overall Relevance for the Organization:
Manage and optimize daily eCommerce operations across EMC regions with a strong focus on key KPIs, including order fulfilment, delivery times, returns, and cancellations. Collaborate with supply chain teams, 3PL & last-mile delivery partners, and internal stakeholders to resolve delivery issues and escalations promptly, ensuring strict SLA adherence and seamless operations-especially during peak sales periods. Drive continuous operational enhancements to uplift consumer experience and support revenue growth across the adidas ecosystem and digital partners.
Key Responsibilities:
xc2xb7 To support and lead the ongoing eCom operations in EMC regions consisting of UAE, KSA, Egypt & Morocco.
xc2xb7 Implement strategies to decrease COD transactions to improve cash flow and reduce financial risks.
xc2xb7 Drive initiatives to shorten delivery lead times, enhancing the overall consumer experience.
xc2xb7 Analyze return order journey to identify trends and implement measures to reduce return rates.
xc2xb7 Streamline return processes to ensure faster refunds to uplift Consumer Experience.
xc2xb7 Monitor and reduce cancellation percentages, keeping them within target thresholds.
xc2xb7 Monitoring of System order flow ensuring no-delays, efficiently through BI dashboards & Automated reports.
xc2xb7 Implement automation solutions (e.g., Excel macros, bots, or scripts) to reduce manual touchpoints in daily operations reporting.
xc2xb7 Act as the primary liaison for delivery issues and escalations, ensuring swift resolution, for both forward & return orders.
xc2xb7 Work closely with Platform Operations, Consumer Service, Legal, Global Business Services (GBS), and Service Management teams to ensure cohesive operations and policy compliance.
xc2xb7 Prepare and execute operational plans for highvolume sales periods, ensuring scalability and efficiency.
xc2xb7 Creating automation-driven escalation triggers for Order exception cases (e.g., for orders stuck in payment hold, tech failures)
xc2xb7 Identify and implement enhancements to backend systems (e.g., SFCC, SAP AFS, OMNI Hub) for smoother operations.
xc2xb7 Work with Supply Chain and Planning teams to enhance demand forecasting, reducing stockouts and overstocks.
xc2xb7 Investigate performance issues against KPIs and implement corrective actions, by having Weekly/Monthly reviews and provide visibility on action plans to line manager.
xc2xb7 Create data-driven dashboards/reporting visibility to managers to mitiage any
bottlenecks
xc2xb7 Provide periodic analysis/assessment on backlogs and performance through dashboards/reporting/power point presentations.
KPI's:
xc2xb7 SLA Adherence on Delivery Lead times
xc2xb7 Next Day Delivery
xc2xb7 DC & Last mile SLA
xc2xb7 Bridging Tech Architectural gaps
xc2xb7 Inventory Synchronization
xc2xb7 Process enhancements & efficiencies
xc2xb7 Managing Cancellations
Key Relationships:
xc2xb7 Platform Operations
xc2xb7 Customer Service
xc2xb7 Supply Chain
xc2xb7 Planning
xc2xb7 Finance / GBS Team
xc2xb7 Legal team
xc2xb7 Data Solutions
xc2xb7 3PL Partner
xc2xb7 Last mile carriers
xc2xb7 Other eCommerce enablers
Knowledge, Skills and Abilities:
xc2xb7 Knowledge and understanding of B2C business
xc2xb7 Strong knowledge in Tableau / BI Dashboards are essential
xc2xb7 Strong communication skills
xc2xb7 Knowledge of Supply Chain and/or Logistics
xc2xb7 Strong Microsoft Office skills are essential.
xc2xb7 Ability to contribute to a high-performance team environment where efficiency is measured
xc2xb7 High-level planning, organizing and reporting abilities.
xc2xb7 Strong Analytical skill & problem-solving ability
xc2xb7 Attention to detail and accuracy
xc2xb7 Proven ability to develop long lasting relationships with internal and external stakeholders
xc2xb7 Team Player with high level of collaboration
xc2xb7 Ability to manage and collaborate with internal and external stakeholders, working in time-zones
Requisite Education and Experience / Minimum Qualifications:
xc2xb7 University degree in Business and administration / Supply Chain or Logistics.
xc2xb7 Proven experience in BI tools (Tableau, Power BI), with strong ability to create, interpret, and optimize data dashboards for operational decision-making.
xc2xb7 Minimum 3 to 4+ years of overall work experience in ecommerce / digital business & supply chain or Logistics.
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: THIS IS HOW WE WIN WHILE PLAYING FAIR.

• 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.

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.
Job Title: Sr. Specialist, eCom Post Order Ops
Brand:
Location: Gurgaon
TEAM: Digital
State: HR
Country/Region: IN
Contract Type: Full time
Number: 529053
Date: May 19, 2025
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