Specialist II, Consumer Care

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.

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, who’s main responsibilities are driving high quality service to digital and omni-channel consumers and voice consumer feedback towards the rest of the NIKE organization, to drive frictionless consumer right journeys. Our BPO are running our contact centers, partner management is a critical enabling function in our org. The pursuit of innovation and sustainable growth demands bold new ways of doing business – including supplier engagement. Stretching far beyond conventional sourcing, the Nike Consumer Care partner management team secures the best supplier relationships to drive business success. The team maximizes the value and reach of the company’s investments

WHO YOU’LL WORK WITH

As a part of the Partner Management team, you will work closely with various Consumer Care functions, including Workforce Management (WFM), Brand loyalty, Quality, and the Excellence teams. You will also be responsible for monitoring and collaborating with the Business Process Outsourcing (BPO) partner and the specific site(s) delivering the services under your scope of responsibility.

WHO WE ARE LOOKING FOR

We are looking for a highly organized and results-driven professional with a background in partner or vendor management, preferably within consumer care or business process outsourcing (BPO).
The ideal candidate should be passionate about driving operational excellence, ensuring quality adherence, and delivering exceptional consumer experiences. 

This role requires someone who thrives in a fast-paced environment, can seamlessly collaborate with cross-functional teams, and is able to manage relationships with external partners. 

Skills we are looking for:

• Strong Analytical Skills: Able to monitor performance metrics, identify trends, and propose actionable solutions to enhance productivity and service quality.

• Detail-Oriented: Has a systematic approach ensuring process adherence, task throughput, and quality standards are met consistently. 

• Excellent Communicator: Capable of articulating ideas and updates clearly to internal teams, external partner, and leadership. Strong interpersonal skills to influence and align stakeholders. 

• 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 Workforce Management (WFM), Support, Brand Loyalty, Quality, and Excellence teams, while also effectively managing the performance of BPOs. 

• 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. 

Qualifications include;

• Ideally previous experience in Consumer Services and/or Call Center environment.

• A strong e-commerce mindset, preferably gained in a corporate setting within Fashion or Sports industries.

• Demonstrated ability to be a self-starter with a forward-thinking mentality, eager to take ownership of the end-to-end processes and drive results.

• Excellent verbal and written communication skills, with the ability to adapt to different audiences and contexts.

• Strong analytical mindset and problem-solving approach, enabling you to assess challenges and implement effective solutions.

WHAT YOU’LL WORK ON

As a Partner Management Specialist Back Office, you will play a crucial role in ensuring the smooth operation and performance of the BPO responsibilities within BackOffice / Offline and Assistant Coaches (AC’s) consumer care services. Within this scope you will be managing relationships with BPO partner and ensuring that their services align with the organization's quality and productivity standards.
In more detail: Back Office tasks involve handling consumer contacts and providing necessary follow-up on unresolved cases. Within the scope of the Assistant Coaches, this includes managing escalated cases where Level 1 (L1) athletes need additional support. The Offline Team, on the other hand, focuses on specialized tasks such as tracking (tracers), payment-related issues, and other specific activities that require expertise.

Specifically, you will:

• Monitor BPO Performance:
  Regularly assess the performance of BPO partners to ensure adherence to established processes and delivery of high-quality services. 

• Collaborate with Internal Teams:
  Work closely with Workforce Management (WFM), Support, Quality, and Excellence teams to address operational challenges and implement improvements. 

• Drive Operational Excellence:
  Analyze process adherence, task throughput, and productivity data to identify areas for improvement and ensure efficient workflows. 

• Manage Consumer Care Activities:
  Oversee contact-related processes across Backoffice Teams, Offline Teams, and Assistant Coach responsibilities to ensure seamless consumer support. 

• Focus on Quality and Productivity:
  Ensure that all teams are meeting the organization's expectations for quality and productivity, directly impacting the consumer experience. 

• Problem-Solving and Optimization:
  Address operational inefficiencies and challenges proactively, finding solutions that enhance service delivery. This role is pivotal in driving consumer experience through effective partner and performance management, with a clear focus on process excellence and team collaboration.

Applications for this role will be accepted until 13 January 2025.

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.