Lead Technology Customer Support Marketplace

Become a Part of the NIKE, Inc. TeamNIKE, 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, it's about each person bringing skills and passion to a challenging and constantly evolving game.NIKE is a technology company. From our flagship website and five-star mobile apps to developing products, managing big data and providing leading edge engineering and systems support, our teams at NIKE Global Technology exist to revolutionize the future at the confluence of tech and sport. We invest and develop advances in technology and employ the most creative people in the world, and then give them the support to constantly innovate, iterate and serve consumers more directly and personally Our teams are innovative, diverse, multidisciplinary and collaborative, taking technology into the future and bringing the world with it.WHO WE ARE LOOKING FOR:Asia-Pacific Latin-America (APLA) is a multi-cultural, growth Geography (Geo) that is seeking a leader with the functional and technical expertise that can lead our Marketplace (TechOps) in México.Having a strong desire to deliver exceptional customer experiences, obsess over quality of services being delivered, and be relationship oriented through transparent and proactive communication while taking ownership of service is key. Exceptional people leadership and communication skills is required as you work with a cross functional team in territory, with our geography and our global partners.WHAT WILL YOU WORK ON?- Leadership: Lead a team responsible for delivering Retail and Digital supporting for our business functions. Instilling trust, fostering effective teamwork, developing others, communicating vision and purpose, valuing differences, and driving clarity- Technical expertise: broad technical expertise to support teams across retail & digital landscape- Technical support: ability to problem solve technical issues and deploy technical solutions to overcome them- Automation and continuous improvement: ability to identify opportunities for process automation and improvement, and implement the solutions- Stakeholder Management: Has developed collaborative relationships with technical and creative colleagues and displays strong team and team leadership behaviors. Has a strong customer success driven mindset- Operational Know-How: Deep knowledge of both the nuances of the geo and the strategy of the global platform. Knows how to map solutions to Nike’s Platform strategy and drive simplification and modernization over time, act as change agent- Trend analysis and PRB creation on day-to-day operations- Vendor Management ensuring service is being provided to NikeWHO WILL YOU WORK WITH?- You will be part of the México Global Technology Leadership team and will report to the LATAM Technology Customer Support Manager- Retail LATAM Team- Nike digital Team- TechOps Infrastructure & Logistics peers for end-to-end solution and support- Partner with México and geography peers to sustain and develop our support to business and consumers.WHAT YOU BRING:- Bachelor's (preferred) or equivalent experience- 5+ years’ demonstrable and relatively recent experience in Retail & Digital support & landscape knowledge- Language requirement of both Spanish and English- Experience in working in ITSM tools like ServiceNow and its automation feasibilities for reporting- Excellent presentation & communication skills- Self-motivated, with a high sense of accountability, urgency, and drive- Understanding and experience with Retail Network Infrastructure- Mobile Device Management System Administration- Experience with database technologies, cloud, and platform technologies- Ability to think creatively to push beyond the boundaries of existing practices and mindsets- Solid teamwork & collaboration skills, ability to motivate the team to be highly productive and maintain a positive work atmosphere- Significant experience working within the ITIL Framework with formal Service Management to include but not limited to: Incident Management, Problem Management, Change Management, Service Catalog- A strong desire to deliver exceptional customer experiences, obsess over quality of services being delivered, and be relationship oriented through transparent and proactive communication.