Nike Digital Commerce Senior Support Manager - North America Consumer Services in Portland, Oregon

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.

Like any winning team, Nike’s Corporate Functions team depends on a diverse set of skills to operate at peak performance. Those skills span many disciplines across Nike’s Corporate Functions, including Facilities, Child Development, Administrative Support and Aviation. While roles range from pilots to security specialists to teachers, one thing remains constant: the teams deliver exceptional experiences and services at Nike locations around the world.

Description

Description

Working in Nike Consumer Services will be rewarding, it will be challenging, it may well be a step towards something bigger, but it is most definitely not just another job. You'll be an ambassador of the Nike brand -- everything we stand for: drive, determination, the unyielding commitment to excellence, these all will be a part of your everyday experience. We're committed to making every consumer's experience a rewarding one, and as a member of our Consumer Services team, your contributions are a big part of our success.

As our Digital Commerce Senior Support Manager, you’ll lead and coach a team to build and retain brand loyalty by setting individual goals that link to departmental priorities. You’ll coach staff, support development, make hiring decisions, and drive performance management, recognition and rewards. You’ll develop and manage the team to provide a full consumer experience, including making recommendations for knowledge content, quality and communications in a manner that continually seeks to evolve the process, tools, and metrics to support the team and provide a world class customer service experience for the end consumer. You will lead and drive process improvement and innovation. You’ll partner with your management team to ensure that our processes, policies and procedures are current and updated to support our future business initiatives and that the teams are set up for success to best support Nike and our Consumers. You’ll ensure data teams provide consistent and actionable analysis and reporting to the leadership team around experience issues, concerns, and trends. You’ll offer recommendations and solutions which positively impact delivery of services to our internal and external customers. You’ll help identify gaps in training for both the internal and external teams based on experience results and metrics. You’ll partner with the communications team to develop and implement training plans to ensure experience practices and standards are being met on an ongoing basis. You’ll measure, evaluate and continuously improve upon the effectiveness of training and performance improvement programs. You’ll utilize your expertise to help develop programs and share best practices with the internal communications team. You’ll remain connected to the industry to identify trends, build resources, and help keep the consumer experience program at the forefront of the industry.

Service is what sets Brands apart and in North America Consumer Services, Service is our Brand and our point distinction. We look to drive friction out of the business for our Consumers and our Teams. When our Service disappoints, it’s our Elite Services Team stepping in to “Make It Right” for our Consumers through Service Recover and Retention strategies. This can be driven by a single Consumer voicing their concern in a response to our surveys or an escalation to Mark Parker. Regardless of the source, we take each and every Consumer issue seriously and ensure we create raving fans of our Nike Brand.

Qualifications

Qualifications

Requirements for the position include:

  • Bachelor's degree in Business (5 additional years’ experience may be accepted in lieu of degree)

  • Minimum of 5+ years directly related work experience in customer/consumer services.

  • Demonstrated experience of effectively managing managers of large teams

  • Strong customer service skills. Effective, positive verbal and written communication skills with specific experience interacting with cross-functional teams.

  • Demonstrated ability to work collaboratively in a group to achieve a common goal. Professional business demeanor; demonstrates patience, ability to negotiate effectively, and network within/outside of the organization.

  • Demonstrated ability to communicate and present effectively to all levels of the organization.

  • Proven ability to prioritize workload and delegate effectively to individual staff members. Capacity to quickly understand new information and situations.

Demonstrated strong problem solving skills, analytical skills, and attention to detail.

Qualifications

Qualifications

Requirements for the position include:

  • Bachelor's degree in Business (5 additional years’ experience may be accepted in lieu of degree)

  • Minimum of 5+ years directly related work experience in customer/consumer services.

  • Demonstrated experience of effectively managing managers of large teams

  • Strong customer service skills. Effective, positive verbal and written communication skills with specific experience interacting with cross-functional teams.

  • Demonstrated ability to work collaboratively in a group to achieve a common goal. Professional business demeanor; demonstrates patience, ability to negotiate effectively, and network within/outside of the organization.

  • Demonstrated ability to communicate and present effectively to all levels of the organization.

  • Proven ability to prioritize workload and delegate effectively to individual staff members. Capacity to quickly understand new information and situations.

Demonstrated strong problem solving skills, analytical skills, and attention to detail.

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: 00398247

Location: United States-Oregon-Portland

Job Category: Corporate Functions, Corporate Services