Job Description

Become a Part of the NIKE, Inc. Team

NIKE, Inc. does more than outfit the worlds 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. its about each person bringing skills and passion to a challenging and constantly evolving game.

From our flagship website and five-star mobile apps to social media, digital marketing and the retail store experience, our teams at NIKE Digital are reimagining how design and technology meet to serve consumers more directly and personally. We invest in cutting-edge technologies and work with the most creative people in the world. Our teams are innovative, diverse, multidisciplinary and collaborative, taking technology into the future and bringing the world with it.

WHO WE ARE LOOKING FOR

The Nike Consumer Services organization is looking for a hardworking, driven, and experienced leader to lead our contact center vendor partner relationships for our North America business. In your role as, Director, North America Partner Operations, you will be responsible for ensuring that our contact center vendor partners are effectively managed and that contracts are fully governed. You will have experience in building positive relationships, driving significant top and bottom-line results, and be comfortable managing multiple responsibilities within a fast-paced environment. You will lead and drive the evaluation and monitoring of contractual agreements for our organization's contact center and technical vendors as well as act upon gathered performance data and provide consistent feedback to the partner leaders to ensure quality and unapparelled service delivery. You will demonstrate expert human relations and influencing skills that get results and promote continuous process improvement, automation and innovation throughout our business. You'll also demonstrate proficiency in critical thinking, creativity with a test and learn approach and exceptional leadership.

In addition to leading the partner operation, you will lead a team directly and through partner functions to support these efforts. Collaboration is a key element of your success in this role, youll work cross functionally to drive success across our business in a matrixed environment.

WHAT YOU WILL WORK ON

As Director North America Partner Operations, youll help lead our Consumer Services platform through continued transformation driving unapparelled service. This will include the technology stack that enables seamless and frictionless Consumer and Athlete experiences. Youll lead the transformation efforts through basic blocking and taking on operational expertise but also capabilities and experiences that put Nike Customer Service at the top of the industry.

Youll be responsible and accountable to key performance indicators that will drive a multi-vendor landscape meeting budget adherence. Youll place business based on a champion/challenger model to drive the key data points that exceed expectations. Youll create business cases that tell the story and return on investment for new capabilities and socialize across the Nike matrix.

Key to this role is establishing credibility through gap analysis with recommendations un a test and learn culture. This role will be responsible for service and sales in addition to building for the future.

WHO YOU WILL WORK WITH

As Director North America Partner Operations, you will work closely with our vendor partner leadership, Ops organizations, WFM teams, Quality teams and analysts. Youll also work closely with your own team crafting and driving efficiency of work and building redundancy. Youll work closely with your functional peers within North America and GEO Leaders, Global Consumer Services driving consistency across all CS channels. Youll work closely with our Supply Chain and Digital Operations teams sharing insight information and data to help drive upstream Consumer impact. Youll work with support teams across the Nike Matrix like Procurement, Legal, Compliance, Process Governance, Service and Athlete Experience, Tech Product teams. Needless to say, collaboration will also be a key to your success in this role.

WHAT YOU BRING

* 5-7 years of professional experience leading teams
* 5+ years leading customer service programs and teams for a brand or BPO
* Cross functional customer service experience leading; training, quality assurance, WFM, a benefit
* Leading sales teams in a service operation
* Ability to influence & lead change through the organization
* Innovation and automation approach with a customer first mentality
* Project leadership design, build and execute against a complex roadmap.
* Confirmed ability to handle ambiguity in a fast-paced, constantly evolving work environment
* Strong influencing and presentation skills. Excellent written and verbal communication skills vital for developing and delivering strategies to executive level management
* Results-oriented individual with a passion for excellence
* Confirmed ability to apply creative and critical thinking to marketing programs and campaigns
* Strong analytical skills with experience in gathering key data and metrics and applying insights to support decisions

NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.

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, veteran status, or disability.