Become a Part of the NIKE, Inc. Team

　　NIKE, Inc. does more than outfit the world's best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At NIKE, Inc. it's about each person bringing skills and passion to a challenging and constantly evolving game.

　　WHO ARE WE LOOKING FOR?

　　Consumer Services is at the core of the business at Nike. We provide and maintain a high quality of services through our partners across the world and deliver a differentiated experience to our consumers worldwide to make sport a daily habit.

　　In this role, you will have to demonstrate knowledge of quality and process improvement techniques in consumer service to manage daily operations for our supported countries across the world. As the market lead for assigned countries, you must have the ability to develop and maintain key relationships with our business partners based across different time zones and geographies.

　　The role also requires practical knowledge and application of managing and responding to high level escalations and complaints that we receive, as well as the ability to work independently on complex cross-functional projects. People appreciate your ability to place the consumer at the center of your work.

　　WHAT WILL YOU WORK ON?

　　You will lead and coach teams through our business partners based at the Contact Centers to ensure daily operations are effectively delivering Nike's commitment to service.

　　Through the collection of service metrics data for the markets you lead, you will identify gaps in training and performance for customer service teams. You will continuously seek ways to data mine internal and external quality results, sales, and operations with an effort to improve efficiency, develop individual team members, and to improve the overall consumer experience.

　　You will measure functional success and opportunities by identifying key drivers of dissatisfaction, neutral responses, and unresolved issues in the markets you lead, share consistent and actionable analysis to the leadership team around quality issues, concerns, and trends, and offer recommendations and solutions which will positively impact delivery of services to internal and external customers.

　　Through identification of gaps in training for internal and external teams based on quality results and metrics, you will partner with internal management teams to develop and implement training plans to ensure quality practices and standards are being met on an ongoing basis.

　　You will build and maintain documentation on reporting processes and analysis, provide advisory to external Market Leads on case and consumer handling, and lead projects end-to-end from problem identification, ideation and solutioning, operationalization across Nike functions, tracking and analysis before, during, and post-project.

　　In addition, you will support Nike Operations and Business Development partners-initiated projects, and act as Voice of Customer in cross-functional taskforce initiated by other teams, seeking to maximize customer experience balanced with customer service operations and desired business outcomes to achieve win-win situations.

　　You will investigate and handle executive-level escalations and legal cases (including external vendors' communications) across geographies and functions, and liaise with consumer protection regulators of the markets we operate in. You will handle and manage crisis situations like oversell, mass cancellation, wrong price display, etc.

　　WHO WILL YOU WORK WITH?

　　This role is part of our Consumer Services team and will report to the Manager of Digital Consumer Services Operations based in Singapore.

　　You will be working with peers within the Consumer Services team and across the Nike Direct Digital Commerce business, as well as functional departments like Legal and Retail. You will also be supporting our external contact center partners and vendors.

　　WHAT YOU BRING

　　Educational requirements - Degree/Diploma in Business or similar field. Minimum three years of team leader experience, preferably with a contact center (e-commerce setting preferred) with experience handling complaints, performing quality analysis, implementing process changes, and working with cross functional partners - internal and external - of various nationalities, cultures, and time zones in a multi-national company.Experience in project management and/or being involved with project teams to deliver business results. Good command of English language. Proficiency in another language is highly desirable to support the markets. Advanced proficiency in Microsoft Office (Word, Excel, and PowerPoint) is mandatory, and proficiency in Salesforce, Tableau is highly preferred. Ability to be tactful, diplomatic, and resilient in managing challenging situations and ambiguity.

　　NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.

　　NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

　　Benefits

　　Whether it's transportation or financial health, we continually invest in our employees to help them achieve greatness - inside and outside of work. All who work here should be able to realize their full potential.