Manager, Digital Consumer Services Operations SEA&I

About the role

You will lead Nike's Digital Consumer Services operations across Southeast Asia and India, partnering with internal teams and external vendors to ensure a seamless consumer journey.

Key responsibilities

• Manage consumer escalations and coordinate cross‑functional teams to resolve issues quickly.
• Oversee multiple external contact‑center partners, maintaining KPIs and SLAs across the region.
• Analyze daily reports to identify trends, root causes and drive continuous improvement.
• Lead and develop a team of Consumer Services professionals while providing insights and performance reporting.

Required profile

• 5+ years of experience in Customer Service, Contact Center Operations or related fields, preferably in retail or e‑commerce.
• Proven ability to handle consumer escalations, service recovery and stakeholder management in an international environment.
• Experience managing outsourced partners, operational KPIs, SLAs and multi‑country operations.

Required skills

• Salesforce
• AI‑powered solutions (virtual assistants, translation technologies, contact analytics, automation tools)
• Data analysis and reporting