Lead, Digital Consumer Service Manager Latam

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.

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.
- 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 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.

**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.