NIKE, Inc.チームの 一員になる
NIKE, Inc.は、世界トップクラスのアスリートたちにウェアやシューズを提供しているだけではありません。スポーツの未来を創るために、情熱を持った人々が集う場所でもあります。私たちは、自分たちの信念と目標を臆することなく貫きます。世界中のすべてのアスリート*を鼓舞し、イノベーションをもたらすために。そして私たちは、限界を押し広げ、可能性を引き上げ、さらなる高みへと導いてくれるアスリートを求めています。次世代のトレンドセッター、プレーメーカー、リスクテイカー、そしてチームをつなぐプレーヤーの皆さん。準備は良いですか？
WHO YOU'LL WORK WITH
You will be partnering closely with Consumer Services teams, offshore support teams, and external service providers across Southeast Asia and India. You will also work cross-functionally with internal teams across eCommerce, Stores, Legal, Finance, Supply Chain, Technology, Marketing, the Leadership Team, and the Global Consumer Services team.
You will be reporting to the Director, Digital Consumer Services SEA&I.
WHO WE ARE LOOKING FOR
You are the face of our brand to the consumer, leading our Digital Consumer Services operations across Southeast Asia and India. You will possess extensive and proven customer service experience at a leadership level, supporting consumers and business stakeholders across a wide range of service and escalation scenarios. You are confident under pressure and enjoy working in a dynamic and fast-paced service environment. You demonstrate excellent professionalism and a strong understanding of customer service, contact center operations, and e-commerce KPIs.
As you work to solve consumer friction, you may be required to support critical escalations during evenings, weekends, and public holidays when issues arise. You will have solid experience working with a broad range of customer service-related scenarios and operating models, including contact center operations and third-party vendor management. You are highly analytical, continuously seeking opportunities for improvement, and leveraging technology and data to enhance consumer experience and operational performance.
Other qualification requirements include:
5+ years of experience in Customer Service, Consumer Services, Contact Center Operations, or related industries, ideally within retail or e-commerce environments
Bachelor's degree or equivalent experience, with strong communication, stakeholder management, and task management skills
Strong negotiation skills, customer empathy, and a proven ability to effectively manage consumer escalations and service recovery situations
Experience working in an international environment and partnering cross-functionally with internal and external stakeholders. The ability to communicate complex issues in a simple and persuasive manner to represent Consumer Services in large cross-functional forums
Experience managing outsourced contact center partners, operational KPIs, SLAs, and service performance. Experience managing operations across multiple countries, cultures, and time zones is preferred
Knowledge of e-commerce consumer journeys, order management and billing processes, Salesforce, and consumer service technologies. Experience leveraging AI-powered solutions such as virtual assistants (IVA), translation technologies, contact analytics, automation tools, and AI-driven operational optimization solutions to improve service performance and consumer experience is highly desirable
WHAT YOU'LL WORK ON
You will manage and partner with your cross-functional teammates to resolve consumer escalations in an expedient manner
You will be partnering with cross-functional teammates to ensure the end-to-end Nike consumer journey fulfills our brand promise to consumers
You will manage multiple external vendors and contact center partners across Southeast Asia and India to maintain KPIs & SLAs
Perform daily analysis of end-of-day reports to review trends, identify root causes, and drive continuous improvement
You will lead and develop a team of Consumer Services professionals while providing consumer insights and operational performance reporting to both internal and external partners to help improve the consumer experience
私たちの採用プロセス
01 応募
私たちのチームは、多様なスキルセット、知識、意見、アイデア、バックグラウンドを持つメンバーで構成されています。 職務内容、部門、チームを確認して、自分に合った役割を見つけましょう。
02 採用担当者に会う、または評価を受ける
コーポレートの職務を選んだ場合、面接プロセスを開始するために採用担当者が連絡を取り、面接が終了するまでの間、あなたの主な窓口となります。 リテール職の場合は、チャットとクイズを含む対話型の評価を行うことになります。所要時間は約10～20分です。 職務に関わらず、私たちは皆さんの人となりを知りたいと思っています。世界トップクラスのサービスに対する考え方や、あなたの独自性について遠慮なく話してください。
03 面接
Nikeについて調べ、Nikeが何を求めているのかを理解し、あなたの人となりや経歴について詳しく知るために設定された質問に答えられるよう準備し、自信を持ってこのステージに臨んでください。
