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.
WHO YOU’LL WORK WITH
Nike’s Digital Commerce Consumer Services function, part of the Nike Direct Digital Commerce (NDDC) team, elevates the end‑to‑end consumer experience across all service touchpoints. The function blends operational excellence, consumer insights, and brand stewardship to deliver premium service at scale while partnering closely with Digital, Operations, Marketplace, and Consumer Insights teams. It reports into the Senior Director of Nike Direct Digital Commerce Japan and leads both internal capability teams and outsourced contact center partners.
WHO WE ARE LOOKING FOR
The ideal candidate is a strategic, consumer‑focused service leader with deep expertise in contact center management, operational design, and consumer journey analytics. They demonstrate leadership maturity, guiding teams through complexity with clarity and confidence. They excel at capability building, process optimization, and data‑driven decision‑making, balancing consumer advocacy with business outcomes while thriving in a fast‑moving, matrixed environment.
- Minimum 9-10 years of experience in consumer service, operations, digital commerce, or related fields.
- Bachelor’s degree in Business, Operations, or Analytics.
- Proven leadership of outsourced contact center operations, including performance management and vendor partnership.
- Expertise in Quality Assurance (QA), Training, Knowledge Management, Workforce Operations, and escalation frameworks.
- Strong oral and written communication skills in both English and Japanese.
WHAT YOU’LL WORK ON
You will lead the strategy, operations, and performance of Nike’s Digital Consumer Services in Japan, owning the end‑to‑end contact center ecosystem and transforming consumer interactions into a brand‑building advantage.
- Lead end‑to‑end outsourced consumer service operations with full accountability for experience, efficiency, and alignment with Nike’s brand standards.
- Build and scale core Digital Consumer Services (DCS) capabilities, including Quality Assurance (QA), Training, Knowledge Base Administration, and Workforce Operations.
- Design and optimize escalation frameworks, operational processes, and service workflows to enhance agility, efficiency, and operational resilience.
- Apply consumer journey analytics to identify friction points and elevate overall satisfaction across service touchpoints.
- Manage Customer Satisfaction Score (CSAT), Service Level performance, Average Handle Time (AHT), Voice of the Consumer (VoC) inputs, and additional metrics to drive continuous improvement with vendor partners.
- Collaborate closely with Digital, Operations, Marketplace, and Insights teams to align service strategy with broader business priorities.
- Coach and develop a high‑performing team, fostering capability growth, empowerment, and operational excellence.
- Champion consumer‑first decision‑making while balancing efficiency, cost, and long‑term brand impact.
OUR HIRING GAME PLAN
01 Apply
Our teams are made up of diverse skillsets, knowledge bases, inputs, ideas and backgrounds. We want you to find your fit – review job descriptions, departments and teams to discover the role for you.
02 Meet a Recruiter or Take an Assessment
If selected for a corporate role, a recruiter will reach out to start your interview process and be your main contact throughout the process. For retail roles, you’ll complete an interactive assessment that includes a chat and quizzes and takes about 10-20 minutes to complete. No matter the role, we want to learn about you – the whole you – so don’t shy away from how you approach world-class service and what makes you unique.
03 Interview
Go into this stage confident by doing your research, understanding what we are looking for and being prepared for questions that are set up to learn more about you, and your background.
