Nike Converse Senior Manager, North America eCommerce Consumer Service in Boston, Massachusetts

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, it’s about each person bringing skills and passion to a challenging and constantly evolving game.

Computers have their own language. Which most of us don’t speak. But you do. And we need your fluency. Let’s face it. The modern world is shackled to computers so we need experts like yourself to keep us running. So come join our crew. You don’t have to call yourself The Computer Whisperer but we might.

Description

Overview:

Converse is setting a bold strategic vision to lead with digital to connect the marketplace by positioning converse.com as the first and best destination for authentic Converse products and experiences. Our Senior Manager, North America eCommerce Consumer Service will be responsible for delivering am excellent brand-centric consumer experience through our third-party call center. This role will require you to set strategy and deliver it, while rolling your sleeves up to make sure we are executing every day. If you are passionate about the consumer and leveraging technology to create high-quality experiences we would love to hear from you.

Key Responsibilities

  • Responsiblefor managing an outsourced team, platforms, & programs optimized to delivera differentiated experience for the Converse consumer across channels includingtelephone, site & chat

  • Drivingefficiencies and optimization of our programs to meet financial objectives

  • Buildtraining and programs that meet business objectives, including revenuegeneration

  • Managepartner relationships to fully leverage our stack of tools to the benefit ofthe consumer – this includes check out through post purchase.

  • Drive CRMand consumer strategy at contact center touchpoints – partnering with CRM andmarketing teams to leverage opportunities

  • Develop,motivate, evaluate and coach staff on work procedures, proper contact handlingand teamwork delivering excellent customer service

  • Preparereports and provide daily updates surrounding team production to management andrespective team.

  • Motivateand encourage staff through positive communication and feedback

  • Representsthe “Voice of Customer” for providing input / insights / impact assessments insupport of operational initiatives that influence the customer experience

  • Investigatesand determines root cause of customer experience ‘pain points’ and problemsolves with other appropriate teams to mitigate adverse impacts.

  • Establishesstrong collaborative relationships with all internal support departments

  • Developservice procedures, policies and standards

  • Point ofescalation for social, retail and product review communication

Qualifications

  • 4-6 yearsrelated experience, preferably in a retail eCommerce environment

  • Experience withcall center management & technology

  • Expertise withOMS, Fraud & CRM processes & systems.

  • Excellent communication, collaboration, negotiation and planningskills; demonstrated success in influencing & communicating ideas tovarious stakeholders.

  • Ability to identify the metrics to drive success, measure KPIs,socialize understanding and drive initiatives to completion.

  • Passion for leadershipand culture development

  • Outstanding team leader & player with a positive attitude.Proactive, with a strong sense of ownership and accountability

  • Travel required

Qualifications

  • 4-6 yearsrelated experience, preferably in a retail eCommerce environment

  • Experience withcall center management & technology

  • Expertise withOMS, Fraud & CRM processes & systems.

  • Excellent communication, collaboration, negotiation and planningskills; demonstrated success in influencing & communicating ideas tovarious stakeholders.

  • Ability to identify the metrics to drive success, measure KPIs,socialize understanding and drive initiatives to completion.

  • Passion for leadershipand culture development

  • Outstanding team leader & player with a positive attitude.Proactive, with a strong sense of ownership and accountability

  • Travel required

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.

Job ID: 00382164

Location: United States-Massachusetts-Boston

Job Category: Converse I, Digital, Converse