WHO YOU’LL WORK WITH

The Manager, Digital Consumer Service (CS) Operations – Southeast Asia & India (SEA&I), will report to the Senior manager - Nike Direct Consumer Service, SEA&I, based in Singapore. In this role, you will work closely with teammates who support Consumer Service and Contact Center Vendors. Also, you’ll be partnering with Territory & Global Consumer Service and Ecommerce vendor CS partner.

WHO WE ARE LOOKING FOR

As our Operations Manager for Consumer Services team, you will be responsible to manage the Elite Service Team (EST) who ensure smooth daily operation of Contact Centers across the Global Expansion market (Southeast Asia, India, Pacific and Canada).  This role will work closely with other CS functions so that NIKE can achieve its financial goals and commitments to our consumers.

• Bachelor’s degree or equivalent directly related work experience and team management experience.

• Strong customer service skills will be essential, including experience with advanced customer service issues and culture difference complexity management.

• Large size (500+ HC) of Contact Center management experience.

• Passionate and keen about improving operational processes as well as our consumer experience.

• Comfortable in working in a fast and flexible working environment as well as being able to adopt to change.

• Proven experience building positive working relationships and working successfully in cross-functional teams, including demonstrated success in managing without direct authority.

WHAT YOU’LL WORK ON

As our Operations Manager for Consumer Services team, you will be responsible for ensuring that EST is able to support our Nike Direct Digital Commerce (NDDC) partner teams and counterparts. You will take lead or manage implementing and executing new projects involving daily operations as well as negotiating with internal/external partners. You will work closely with Training and QA Manager responsible to ensure the quality of calls and chats and other services that Contact Center and EST handles. The training and quality standard will reflect on the Contact Center KPI’s and standard level of Consumer Services EST. To that end, you’ll,

• Manage EST and Market leads to ensure daily operations are delivering the best and highest quality consumer service.

• Ensure our Contact Center is up to date with the newest information on AKB / Huddle and daily operational routines.

• Work with Training and QA Manager to ensure athlete training is up to date with operational routines and are trained at highest level to support our consumers. Also, for QA, ensure Contact Center KPI’s and athlete VOC scores meet the requirements of Nike.

• Work with Consumer Service Digital Contents Writer to ensure that AKB / Huddle information is up to date and support our athletes in the Contact Center in their daily operations.

• Work with Ecommerce vendor CS team and related counterparts to ensure their KPI is meeting Nike’s requirements and holding monthly meetings for past month results.

• Educate and develop senior Elite Service Athlete (ESA) members in Consumer Services.

• Lead projects related to EST and Contact Center operations.