Customer Service

Converse, Senior Manager, North America Consumer Service

Boston, Massachusetts

Become part of the Converse Team

 

Converse is a place to explore potential, break barriers 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 Converse, it’s about each person bringing skills and passion to a challenging and constantly evolving world to make things better as a team.

ABOUT OUR TEAM

The NA Digital team drives the fast-paced direct-to-consumer business. We balance art and science to drive outstanding consumer experiences that support both brand and commercial objectives.

WHO WE ARE LOOKING FOR

We’re looking for a Senior Manager to lead our customer service offense, and evolve it to match the needs of our growing digital business.

This person will be responsible for leading Converse’s direct touchpoints with our consumers — from managing the day-to-day operations of our call centers and responding to consumer needs through digital channels, to identifying and prioritizing new opportunities to serve and support our consumers.

The ideal candidate will have a deep passion for putting consumers at the center of everything they do. This person will have experience leading large scale customer service teams for digital retailers, and be equally comfortable developing trainings and reviewing marketing go-to-market plans as they are developing staffing forecasts and turning critical metrics into actionable next steps.

WHAT YOU WILL WORK ON

If this is you, you’ll be leading our call centers and working closely with our NA digital, stores, and social media teams to serve as the front line for the Converse brand’s communication with our consumers.

Strategy Development: Identify, scope, and prioritize future opportunities to seamlessly serve and support Converse consumers

  • Capability: Tooling and tech expansion
  • Process: develop strategic frameworks for engaging consumers in new channels
  • Insights: capture insights from consumer interactions to feed back to critical partners
  • Cross-Functional Initiatives: Serve as the voice of CS, and lead cross-functional partnerships internally
  • Partner with social and comms on speaking points, scripts, and messaging strategies
  • Parter with stores associates to align on SOP's, best practices, and share consumer insights
  • Re-set engagement model with operations and fulfillment teams
  • Digital & Tech Capabilities: Represent CS input with digital and tech teams, and ensure key capabilities & experiences are prioritized on roadmaps
  • Provide regular requirements and updates on agent capabilities to tech leads
  • Partner with digital product to share input and feedback on workstreams involving key call drivers or serving consumers
  • Planning & Budget: Lead CS engagement and input to corporate reviews and planning cycles
  • Partner with planning on staffing and resourcing forecasts/needs.
  • Coordinate budget process with key vendors
  • Lead monthly & quarterly reporting and review processes
WHO YOU WILL WORK WITH

You will report to the NA Consumer Growth Director. This role will be responsible for managing our call center operations manager, as well as leading our 3rd party call center.

WHAT YOU BRING
  • Bachelor's degree or higher or equivalent combination of education and experience and training
  • Minimum 6-8 years of experience managing large scale customer service teams (or comparable customer-facing experience)
  • Excellent communication skills, with the ability to communicate with both consumers and internal business partners
  • Strong management skills - ability to influence cross-functionally, as well as 3rd party agencies and vendors
  • Ability to balance competing priorities, and manage multiple projects through to completion
  • Self-starter with the aptitude to manage through ambiguity in a fast-paced environment
  • Familiarity with SalesForce suite (ServiceCloud), or similar tools, a bonus
  • Experience in digital retail strongly preferred

Converse requires all applicants for this position to be vaccinated for COVID-19 as a condition of hire, unless otherwise required by law. As an equal opportunity employer, Converse will make accommodations to individuals who cannot be vaccinated in accordance with applicable law.

Converse is more than a company; it’s a worldwide advocate for self-expression. This belief motivates our employees, permeates our working environment and inspires our products. No two of us look or think exactly alike. We are each one-of-a-kind. Individually and as a culture, we have the freedom to create and grow professionally. Generous benefits packages only sweeten the experience. From Boston to Shanghai, from Brand Design to Finance, Converse is a brand that celebrates the unique and creative people of the world. Together, we’re different.

How We Hire

At NIKE, Inc. we promise to provide a premium, inclusive, compelling and authentic candidate experience. Delivering on this promise means we allow you to be at your best — and to do that, you need to understand how the hiring process works. Transparency is key. * This overview explains our hiring process for corporate roles. Note there may be different hiring steps involved for non-corporate roles.

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Benefits

Whether it’s transportation or financial health, we continually invest in our employees to help them achieve greatness — inside and outside of work. All who work here should be able to realize their full potential.

Employee Assistance Program
Employee Stock Purchase Plan (ESPP)
Holidays
Medical Plan
Paid Time Off (PTO)
Product Discounts
Sabbaticals
Summer Hours