Jobs for People with MS: National MS Society

HOW ARE WE LOOKING FOR?

The Consumer Services Manager is responsible for providing a World Class Experience for our Digital Mexico consumers with the correct information, in the right moment (purchase & post purchase) across the Nike ecosystem. You will work closely with our 2 strategic BPOs that help us with the correct experience for our digital consumers.

You will be expected to work independently and judicially within the empowerment given and to exercise due diligence and good judgement in ensuring fair and equitable resolutions for our consumers.

WHAT WILL YOU WORK ON?

• Partner with BPOs for best-in-class services (E-Shop World & Concentrix)

• Ensure that Concentrix work align to the SOW agreements.

• Serve as a Lead by assisting the Line Manager in coaching and educating service coaches’ in day-to-day business processes.

• Be subject matter experts in product, policies and procedures supporting the Nike Consumer Services business units.

• Remove Consumer Friction by providing actionable insights from consumer feedback via VOC survey.

• Monthly forecasting process in partner with WFM Global team.

• Be a liaison between Nike business units/brands and the consumer services team, seeking out relevant information for the Consumer Services team.

• Responsible of lead and execute new CS projects (OMOBO platform, Chat implementation, Consumer Reviews, etc)

WHO WILL YOU WORK WITH?

As a leader of Consumer service team, you will report into the GM of NDDC (Nike Direct Digital Commerce) and you will work closely with cross functional teams, especially, digital business, NDDC Digital Operations, Marketing, MPO (Marketplace Operations) Tech, SNKRS (Sneakers), and CS BPOs (Concentrix and ESW) to serve Consumer service.

You will also have interactions with various team across Nike’s World Headquarters and Geo Consumer Service teams to provide the best possible consumer service benchmarks.

WHAT YOU BRING

• Minimum 3 years of experience in a high consumer contact position (i.e. consumer service, retail or wholesales)

• Understanding the e-commerce business, contact center and consumer service

• Passionate and keen about quality standards and improving digital athlete operational processes as well as consumer experience.

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

• Strong strategic thinking, planning and detail-oriented perspective.

• Experience in leading a team or project.

NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, or disability. NIKE is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call +1 503-671-4156 and let us know the nature of your request, your location and your contact information.