Consumer Care Excellence Specialist

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, Inc. it’s about each person bringing skills and passion to a challenging and constantly evolving game.

This role is part of the NIKE Consumer Care team which is driving high quality service for digital and omni-channel consumers, and voices consumer feedback towards the rest of the NIKE organization to ensure frictionless consumer right journeys. You will be part of the Consumer Care Excellence team which is focusing on prevention of contacts by optimizing processes and through collaboration with other teams.

WHO YOU’LL WORK WITH

As part of the Consumer Care Excellence team, you will work closely with various Consumer Care functions, including Partner Management, Workforce Management (WFM), Support, Quality and Content teams. You will also work with external teams that among others include Digital Capabilities, Transportation, Supply Chain, Returns, Payments and Legal. You will also partner with Global Technology and Product teams on solutions related to tooling.

WHO WE ARE LOOKING FOR

We are looking for a highly organized and results-driven professional with process optimization and process improvement experience, preferably within consumer care or other consumer-facing function. The ideal candidate should be passionate about driving process excellence, identifying improvement opportunities, automating, creating efficiencies and driving change. This role requires someone who thrives in a fast-paced environment, is proactive and can seamlessly collaborate with cross-functional teams.

Skills we are looking for:

• Process optimization and process improvements: Has experience with process mapping, can identify process gaps and suggest improvement opportunities. Experience working with Lean or Six Sigma methodologies is a plus
• Ideally previous experience working within consumer care/ call center
• Strong Analytical Skills: Able to analyze data to get needed insights to support business case creation or advocate for a process change. Knows how to tell the story and how to present the insights to external teams.
• Detail-Oriented: Has a systematic approach ensuring process adherence, task throughput, and quality standards are met consistently. 
• Excellent Communicator: Capable of clearly articulating ideas and updates to internal teams, external partners, and leadership.
• Stakeholder management: Able to set the right tone of voice with the right audience, has strong interpersonal skills to influence decision making and align stakeholders, collaborates with other teams to achieve results
• Problem Solver: A proactive individual who anticipates challenges, addresses issues effectively, and maintains calm under pressure.
• Team-Oriented: A collaborative team player who builds strong relationships with Partner Management, Workforce Management (WFM), Support, Quality and Content teams while also effectively managing x-functional relationships. 
• Consumer-Centric Mindset: Understands the importance of delivering exceptional consumer experiences and strives to enhance the quality of services provided.
• Adaptable: Comfortable working in a dynamic environment with shifting priorities and multiple responsibilities. 

WHAT YOU’LL WORK ON

As a Consumer Care Excellence Specialist, you will play a crucial role in optimizing processes, driving improvements, and enhancing consumer experiences.  You will be conducting process reviews, and leading initiatives to reduce inefficiencies. You will closely collaborate with x-functional teams to drive change, and will work with Global teams on enhancements to athletes’ tools. This role prioritizes process improvements, collaboration, and problem-solving to enhance service delivery and improve consumer experience.

Specifically, you will:

• Conduct process reviews and process mapping exercises: Review existing processes, identify process gaps and improvements opportunities. Apply Lean and Six Sigma process improvement frameworks to identify process waste, create efficiencies and optimize where possible. React to operational changes and map new processes
• Drive process improvements initiatives: Take ownership and drive changes in Consumer Care processes to reduce and prevent contacts. Optimize inefficiencies to drive higher performance and faster consumer issue resolution
• Collaborate with external stakeholders and drive ownership: Work closely with teams within Consumer Care as well as external teams to share insights, drive change, and encourage ownership
• Generate insights and share with the rest of the business: Create ad-hoc analyses to share main Consumer Care performance KPIs with the rest of NIKE business and to support external initiatives. Analyze consumer conversations and create dashboards to supply external teams with consume care insights
• Drive changes to athlete’s tooling: Listen to athlete’s feedback and drive changes to create efficiencies. Collaborate with Digital Capabilities team and Global teams to roll out tool enhancements and new capabilities to Consumer Care athletes population. Coordinate changes with content and training teams to ensure smooth transition and adoption.
• Problem-Solving and Optimization: Proactively address operational inefficiencies and challenges, identify solutions that enhance service delivery. This role is pivotal in driving consumer experience with a clear focus on process excellence and team collaboration.

Applications for this role will be accepted until 17 January 2025. Relocation is not provided.