Job Description

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.