Who You'll Work With
You will partner 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 report 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 have 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, fast-paced service environment. You demonstrate excellent professionalism and a strong understanding of customer service, contact center operations, and e-commerce KPIs. You may be required to support critical escalations during evenings, weekends, and public holidays.
- 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 the ability to manage consumer escalations and service recovery situations
- Experience working in an international environment and partnering cross-functionally with internal and external stakeholders
- 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 with AI-powered solutions such as virtual assistants, translation technologies, contact analytics, automation tools, and AI-driven operational optimization solutions is highly desirable
What You'll Work On
- Manage and partner with cross-functional teammates to resolve consumer escalations promptly
- Partner with cross-functional teammates to ensure the end-to-end Nike consumer journey fulfills the brand promise
- Manage multiple external vendors and contact center partners across Southeast Asia and India to maintain KPIs and SLAs
- Perform daily analysis of end-of-day reports to review trends, identify root causes, and drive continuous improvement
- Lead and develop a team of Consumer Services professionals
- Provide consumer insights and operational performance reporting to internal and external partners to improve the consumer experience
NIKE, Inc. offers a generous total rewards package, a casual work environment, a diverse and inclusive culture, and opportunities for professional development. NIKE, Inc. is an equal opportunity employer.