Customer Service Specialist II

This role is part of the NIKE Consumer Care team which is driving high quality service for digital and omni-channel consumers, and voices consumer feedback towards the rest of the NIKE organization to ensure frictionless consumer right journeys. You will be part of the Consumer Care Excellence team which is focusing on prevention of contacts by optimizing processes and through collaboration with other teams.

WHO YOU’LL WORK WITH

As part of the Consumer Care Excellence team, you will work closely with various Consumer Care functions, including Partner Management, Workforce Management (WFM), Support, Quality and Content teams. You will also work with external teams that among others include Digital Capabilities, Transportation, Supply Chain, Returns, Payments and Legal. You will also partner with Global Technology and Product teams on solutions related to tooling.

WHO WE ARE LOOKING FOR

We are looking for a highly organized and results-driven professional with process optimization and process improvement experience, preferably within consumer care or other consumer-facing function. The ideal candidate should be passionate about driving process excellence, identifying improvement opportunities, automating, creating efficiencies and driving change. This role requires someone who thrives in a fast-paced environment, is proactive and can seamlessly collaborate with cross-functional teams.

Skills we are looking for:

• •Experience with Consumer Care: Has experience being a part of Consumer Care organization, understands Consumer Care processes and challenges
• •Process optimization and process improvements: Has experience with process mapping, can identify process gaps and suggest improvement opportunities. Experience working with Lean or Six Sigma methodologies is a plus
• •Strong Analytical Skills: Able to analyze data to get needed insights to support business case creation or advocate for a process change. Knows how to tell the story and how to present the insights to external teams
• •Stakeholder management: Able to set the right tone of voice with the right audience, has strong interpersonal skills to influence decision making and align stakeholders, collaborates with other teams to achieve results
• •Team-Oriented: A collaborative team player who builds strong relationships with Partner Management, Workforce Management (WFM), Support, Quality and Content teams while also effectively managing x-functional relationships.
• •Consumer-Centric Mindset: Understands the importance of delivering exceptional consumer experiences and strives to enhance the quality of services provided.
• •Agile: A proactive individual who anticipates challenges, addresses issues effectively, and maintains calm under pressure. Comfortable working in a dynamic environment with shifting priorities and multiple responsibilities.

WHAT YOU’LL WORK ON

As a Consumer Care Excellence Specialist, you will play a crucial role in optimizing processes, driving improvements, and enhancing consumer experiences. You will be conducting process reviews, and leading initiatives to reduce inefficiencies. You will closely collaborate with x-functional teams to drive change, and will work with Global teams on enhancements to athletes’ tools. This role prioritizes process improvements, collaboration, and problem-solving to enhance service delivery and improve consumer experience.

Specifically, you will:

Conduct process reviews and process mapping exercises

Review existing processes, identify process gaps and improvements opportunities. Apply Lean and Six Sigma process improvement frameworks to identify process waste, create efficiencies and optimize where possible. React to operational changes and map new processe

Drive process improvements initiatives

Take ownership and drive changes in Consumer Care processes to reduce and prevent contacts. Optimize inefficiencies to drive higher performance and faster consumer issue resolution

Collaborate with external stakeholders and drive ownership

Work closely with teams within Consumer Care as well as external teams to share insights, drive change, and encourage ownership

Generate insights and share with the rest of the business

Create ad-hoc analyses to share main Consumer Care performance KPIs with the rest of NIKE business and to support external initiatives. Analyze consumer conversations and create dashboards to supply external teams with consume care insights

Drive changes to athlete’s tooling

Listen to athlete’s feedback and drive changes to create efficiencies. Collaborate with Digital Capabilities team and Global teams to roll out tool enhancements and new capabilities to Consumer Care athletes population. Coordinate changes with content and training teams to ensure smooth transition and adoption.

Problem-Solving and Optimization:

Proactively address operational inefficiencies and challenges, identify solutions that enhance service delivery. This role is pivotal in driving consumer experience with a clear focus on process excellence and team collaboration.

Role closes on 10th November 2026 (End of Day) and is not available for relocation