WHO YOU'LL WORK WITH
You will be partnering closely with Consumer Services teams, offshore support teams, and external service providers across Southeast Asia and India. You will also work cross-functionally with internal teams across eCommerce, Stores, Legal, Finance, Supply Chain, Technology, Marketing, the Leadership Team, and the Global Consumer Services team.
You will be reporting to the Director, Digital Consumer Services SEA&I.
WHO WE ARE LOOKING FOR
You are the face of our brand to the consumer, leading our Digital Consumer Services operations across Southeast Asia and India. You will possess extensive and proven customer service experience at a leadership level, supporting consumers and business stakeholders across a wide range of service and escalation scenarios. You are confident under pressure and enjoy working in a dynamic and fast-paced service environment. You demonstrate excellent professionalism and a strong understanding of customer service, contact center operations, and e-commerce KPIs.
As you work to solve consumer friction, you may be required to support critical escalations during evenings, weekends, and public holidays when issues arise. You will have solid experience working with a broad range of customer service-related scenarios and operating models, including contact center operations and third-party vendor management. You are highly analytical, continuously seeking opportunities for improvement, and leveraging technology and data to enhance consumer experience and operational performance.
Other qualification requirements include:
5+ years of experience in Customer Service, Consumer Services, Contact Center Operations, or related industries, ideally within retail or e-commerce environments
Bachelor's degree or equivalent experience, with strong communication, stakeholder management, and task management skills
Strong negotiation skills, customer empathy, and a proven ability to effectively manage consumer escalations and service recovery situations
Experience working in an international environment and partnering cross-functionally with internal and external stakeholders. The ability to communicate complex issues in a simple and persuasive manner to represent Consumer Services in large cross-functional forums
Experience managing outsourced contact center partners, operational KPIs, SLAs, and service performance. Experience managing operations across multiple countries, cultures, and time zones is preferred
Knowledge of e-commerce consumer journeys, order management and billing processes, Salesforce, and consumer service technologies. Experience leveraging AI-powered solutions such as virtual assistants (IVA), translation technologies, contact analytics, automation tools, and AI-driven operational optimization solutions to improve service performance and consumer experience is highly desirable
WHAT YOU'LL WORK ON
You will manage and partner with your cross-functional teammates to resolve consumer escalations in an expedient manner
You will be partnering with cross-functional teammates to ensure the end-to-end Nike consumer journey fulfills our brand promise to consumers
You will manage multiple external vendors and contact center partners across Southeast Asia and India to maintain KPIs & SLAs
Perform daily analysis of end-of-day reports to review trends, identify root causes, and drive continuous improvement
You will lead and develop a team of Consumer Services professionals while providing consumer insights and operational performance reporting to both internal and external partners to help improve the consumer experience
