Manager, Consumer Care North America - Beaverton
1 week ago
The team partners with Elite Service Team Athletes, North America Consumer Care leadership, vendor partners, and cross-functional groups across Digital, Retail Stores,
Legal, Finance, Supply Chain, Technology, and Global Consumer Services.
NACC plays a critical role in connecting insights to action, Access all high-level positions and get the job of your dreams.
driving operational excellence,
and enabling Nike to show up with empathy,Benefits
+ Qualifications: Bachelor's degree in Business Administration or related field. Will accept any suitable combination of education, eperience and training5+ years of experience in consumer service, estimations,&nbsbf workforce management, operations, or contact center leadershipExperience managing Business Process Outsourcing (BPO) partners and driving accountability and performanceAbility to work at a computer for extended periods and perform job functions in a fast-paced environmentOptional but valuable certifications such as workforce management, or operations leadership,+ Responsibilities: Collaborate daily with Elite Service Team Athletes,BPO partners,and cross-functional teams across Digital,Retail Stores,Supply Chain,Legal,Finance,and Technology to solve challenging consumer issues together.Leading complex escalations with accuracy/empathy/strong judgment—often stepping into ambiguous situations/guiding teams toward the right outcome.Partnering with outsourced vendor teams/top align workflows/drive consistency/every interaction reflects Nike’s brand standards.Coachesthe EST Athelestevelopproviding clarity/feedback/support so they can deliver confident/high-quality service.Own Workforce Management responsibilities—including forecasting/scheduling/real-time adjustments—to ensure the team stays ready for changing volume/demand.Builds reporting,dashboards/performance trends/to identify friction points/inform decisions/drive continuous improvement across NACC.+ Skills: Strong operational mindset,Anticipating challenges/Diagnosing root causes/Quickly making data-driven decisions/improve performance at scale.Fostering trust through strong communication/build meaningful cross-functional partnerships/influence outcomes/confidence.Step into hands-on problem solving/shaping long-term strategy/adaptable/emotional intelligence/service excellence.Championsthem development/strengthen alignment functions/service delivery reflects Nike’s standards/speed accuracy/empathy.Raising bar exceptional/consumer support/power others do same. Job description
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