Director, Self-Service and AI Operations – Global Consumer Services

NIKE, Inc. is seeking an experienced and innovative leader to define and scale the future of consumer self-service and AI-enabled operations. The role reports to the Senior Director, Global Consumer Services and leads a team of self-service, automation, and AI specialists.

Who you’ll work with

The Global Consumer Services team scales digital-first support experiences that reduce effort, improve resolution, and deliver consistently exceptional service to Nike consumers worldwide. The team leads the operational strategy, performance, and continuous improvement of Nike's self-service ecosystem, including AI-powered tools for live agents, knowledge management, automation, and digital service operations.

Who we are looking for

The ideal candidate is a strategic, data-driven, and collaborative leader with digital operations expertise, AI fluency, product thinking, operational excellence, and people leadership. They should have experience leading complex transformations across self-service, conversational AI, automation, knowledge management, and digital operations.

Qualifications

• Bachelor’s degree in Business Administration, Product Management, Computer Science, Operations Management, Information Systems, or a related field. Suitable combinations of education, experience, and training will be considered.
• Minimum 8 years of experience in digital operations, self-service platforms, automation, AI-powered customer experiences, or related fields; global experience required.
• Experience leading, coaching, and developing high-performing teams through complex transformation initiatives.
• Strong understanding of conversational AI, automation technologies, workflow orchestration, knowledge management platforms, analytics, and operational governance.
• Demonstrated success defining KPIs, measuring outcomes, and improving consumer experience, adoption, containment, productivity, and cost efficiency.
• Proven ability to manage multiple large-scale initiatives and influence cross-functional stakeholders across business and technology organizations.

What you’ll work on

• Define and evolve Nike's global self-service and AI operations strategy, operating model, governance, and performance framework.
• Partner across Business, Product, Technology, and Geography teams to deliver scalable digital experiences that improve consumer outcomes, increase automation, and drive operational efficiency.
• Define and execute the global strategy for self-service experiences, conversational AI operations, automation, and knowledge management.
• Identify opportunities to reduce consumer effort, improve containment and resolution rates, and increase adoption of digital service channels.
• Translate business needs into scalable solutions and operational capabilities with Product, Technology, Data & Analytics, and Consumer Services teams.
• Establish governance, operating rhythms, performance metrics, and continuous improvement processes.
• Lead the evaluation, implementation, and optimization of emerging AI and automation technologies, ensuring solutions are scalable, responsible, and consumer-centric.
• Manage strategic vendor partnerships and oversee operational readiness, performance management, and value realization.
• Build an engaged, high-performing team while fostering innovation, experimentation, operational excellence, and continuous learning.

NIKE, Inc. offers a generous total rewards package, a casual work environment, a diverse and inclusive culture, and professional development opportunities. NIKE, Inc. is an equal opportunity employer.