At NIKE, experience matters. Here’s an opportunity to join the front lines of HR. To be a trusted advisor to teammates operating across the Americas on all things HR. To deliver an outstanding service experience to all that seek our support. To go beyond simply answering questions and ensure our teammates maximize their NIKE employee experience and benefits. To be the latest Athlete* to join the ranks of People Solutions Services.

WHO WE ARE LOOKING FOR

We are looking for an out-of the box problem solver who provides elevated customer service while resolving complex contact issues for NIKE employees by researching issues and resolution options using effective written and verbal communication skills across multiple channels including phone, email and zoom! Project management skills will be applied during wide-spread issues, partnering cross-functionally to drive long term solutions. You will utilize resources effectively, including multiple systems and support tools, to ensure accurate and timely responses to employee inquiries, documenting contact concerns and feedback in a case management system. Driving innovation in process and delivery of our services is paramount for success in this role. We require someone to serve as a Change Leader, champion innovation, fast-change, and a continuous improvement mentality.

WHAT YOU WILL WORK ON

If this is you, you’ll be working with employees, teammates, process owners, PS Advisory, Escalation and Executive Team and providing elevated customer service during critical moments that matter for Managers and Teammates to re-establish trust when issues arise! Research and Communication go hand in hand as the issues dictating Escalation Services’s involvement are complex and often take time to resolve.

WHO YOU WILL WORK WITH

You will be working with a diverse work population that spans across Canada, U.S. and Mexico, partnering regularly with People Solutions experts and HR Partners that help with the heavy lifting of complicated cases. Additionally, our team is going global, you will take part in the planning of the Global process, as well as developing key partner relationships worldwide. You will create a partnership with our operations, and consultant teams, HR leadership as you rescue tough cases and operationalize work flows that enhance the employee experience in our service delivery. Daily you will be involved in supporting Advisory in tough cases, identifying process gaps, implementing temporary solutions and advising on long term fixes for systematic issues.

WHAT YOU BRING

• Bachelor’s degree in Human Resource Management or a related field or a combination of relevant experience, education, and training
• 2-3 years of Human Resource experience, demonstrating understanding of the full spectrum of HR programs and policies
• Demonstrated knowledge of the Nike business
• Analytical mindset and ability to problem solve
• Exceptional emotional intelligence and empathy
• Sound customer service, communication, and listening skills
• Exceptional customer focus and ability to find opportunities to enhance the teammate experience
• Strong communication skills and ability to partner across teams to influence decision making