Nike, Inc. knows how to sell sneakers. And apparel. And just about everything an athlete could need. The Nike Sales teams are the front line for getting these products into customer hands. Through sustained relationships with wholesale partners around the world - from a specialty store in Rome to a department store in midtown Manhattan - Nike Sales delivers the products, experiences and brand stories that define the brand. Nike's success begins with the best sales team in the industry, one that deeply appreciates the consumer, the marketplace, and the products.Description
As our North America Service Experience and L&D Manager, your primary responsibility is to ensure that our Consumer is first and foremost in our minds while influencing an environment that allows our Athletes to effectively and appropriately service our Consumers. This position requires a motivating leader with strong quality assurance acumen, technical aptitude, analytical skills, high detail orientation, excellent written and verbal communication and high energy to guide a team of external and internal quality assurance, consumer experience analysts and trainers while obsessing SERVICE Excellence. The right individual will be on top of trends in consumer services innovation understand the intricacies of managing Consumer Services operations and understand the opportunities to serve our Consumers better in a way that elevates the Nike Brand and driving loyalty.
You will lead a team of direct and indirect resources responsible for Quality Assurance, Closed Loop Feedback, Voice of Customer programs, Insights to Action, Learning and Development/Training and our Athlete Knowledge Base. This team is integral to the overall success of our KPI adherence and ultimately our Customers Satisfaction through gap analysis and insights to action. Obsessing our data to drive the business while representing the VOICE of our Consumer in each and every opportunity will be the ultimate unlock of putting Service at the Center. Responsibilities Demonstrated experience leading, creating and driving quality assurance metrics and results
Lead the development of continuous process improvement insights and trends for the Customer Support teams
Consumer Journey Mapping for defect identification and Consumer effort gaps
Lead our Consumer Satisfaction program which delivers insights and gaps on consumer feedback to identify and drive friction out of the business
Benchmarking and Best Practice Share leadership, coordination and integration of key learnings in cooperation with Training content, initiatives and practices, and test and learn initiatives.
Ability to create and deliver presentations to all levels of leadership within the organization
Proven experience demonstrating strong and effective project management skills and the ability lead and direct outside resources and vendors
Lead and partner on Consumer Services Closed Loop Feedback Process which delivers insights around consumer feedback, call center contacts, and staff input to help drive friction out of the experience and reduce consumer dependency on our contact centers for support
Deliver analytics-driven insights to the business operational teams. Drive the approach to solve a business problem through data and analysis and understand the business to the point of being able to identify opportunities as soon as they arise
Partner with key analytics groups across the business to drive a holistic view of performance.
Assist in the identification and supporting the development of process improvement opportunities to enhance efficiency, revenue growth and customer satisfaction.
Partner on Training initiatives either born within our GEO or to support other company driven initiatives to ensure our teams are appropriately set up for success
Drive revenue initiatives through product, sales and experience training
Lead and improve our Athlete Knowledge Base to enable our front line and teams the right tools and content in the moment of need
Partner with functional leaders both in the GEO and Global to enable teams and ensure they are set up for success
Bachelor's Degree in Business, Communications or a related field
5+ years experience in a consumer service experience role focused on consumer satisfaction measurement creation actionable feedback to stakeholders
5+ years experience in contact center operational management, quality assurance and training related functions
COPC and/or Six Sigma Certification preferred or experience in lean process practices
Experience in both outsourced and client based contact centers preferred
Ability to demonstrate customer service and contact center industry acumen
Strong written and verbal communications
Strong and effective project management and the ability to manage 3rd party resources remotely
Demonstrated ability to use data to influence decision making and to craft an impactful business review. Experience in identifying critical information, analyzing, developing hyposthoses and making recommendations
Ability to work week-ends and flexible hours to support the business needs
Passion for performance analysis, reporting, and working with large amounts of data to drive insights to action
Experience with tools like Natural Language, Text Analytics, Excel, PowerPoint, Keynote, Survey Monkey, Polling tools, etc
Experience working with Customer Satisfaction tools preferred
Demonstrated leadership managing a team of high performing individuals both direct and external
Ability to travel up to 10% of the time