Manager, Asia Pacific Latin America – Digital Operations Support Job Vacancy in Nike Beaverton, OR – Latest Jobs in Beaverton, OR

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Company Name : Nike
Location : Beaverton, OR
Position : Manager, Asia Pacific Latin America – Digital Operations Support

Job Description : Become a Part of the NIKE, Inc. Team
NIKE, Inc. does more than outfit the world’s best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At NIKE, Inc. it’s about each person bringing skills and passion to a challenging and constantly evolving game.
NIKE is a technology company. From our flagship website and five-star mobile apps to developing products, managing big data and providing leading edge engineering and systems support, our teams at NIKE Global Technology exist to revolutionize the future at the confluence of tech and sport. We invest and develop advances in technology and employ the most creative people in the world, and then give them the support to constantly innovate, iterate and serve consumers more directly and personally. Our teams are innovative, diverse, multidisciplinary and collaborative, taking technology into the future and bringing the world with it.
Who we are looking for:
The ideal candidate will provide leadership, operational excellence, and support of our APLA (Asia Pacific & Latin America) Geography and Territories specifically around the day-to-day operations and support of Digital & Marketing Operations functions for the geography. You will provide experienced guidance and oversight to the production support teams located within the APLA Geo and Territory levels using established support models and processes. This role is a hands-on position which requires extensive technical leadership, service provider oversight and business relationship management.
What will you work on:
In this role, you will be asked to support and guide resolution efforts for our team Athletes* and consumers to ensure the best experiences possible across our digital commerce, launch and marketing platforms. You will work with the business and IT partners to ensure that support activities are planned in a way that compliments and supports total alignment with the strategic plan. You will monitor and provide status reporting on all APLA service objectives by aligning with Global Tech Ops and vendor leaders on deliverables and quality requirements as outlined in the vendor contract. You will gain exposure to global scenarios, which require influencing skills, communication skills and the ability to work across a matrix organization.
Who will you work with:
You will partner with peers, as well as, management level internal partners to cultivate collaboration, alignment, and integrated planning and execution across all functions. You will have close partnership with the Portfolio, Product, Engineering and Technology Operations functions of APLA Global Technology. You will work closely to coordinate with other Technology and APLA business teams on dependencies across the portfolio.
This position will report to the Director, APLA Marketplace & Corporate Systems Support with responsibility for Digital & Marketing Support across the geography.
Key responsibilities:
Drive prioritization, escalation, and resolution of support incidents for APLA digital and marketing platforms
Hire, mentor, and lead a team of Tier 2 Technical Support Engineers
Develop clear strategies, goals, and tactics to improve efficiency and provide an exceptional level of customer support
Conduct regular incident reviews to identify reoccurring problems and lead the implementation of permanent long-term solutions
Define, document, implement, and optimize processes for Technical Support. Ensure that support processes result in outstanding customer service while maintaining a sustainable workload for our Technical Support team members
Instill a customer service culture that drives a high-level of both employee and customer satisfaction
Ability to lead resolution for exciting multi-functional situations in a matrix organization
Improve and drive operational efficiencies across your team such as incident trend analysis, mean time to recovery (MTTR) reduction, incident/problem ratio and relationships
Provide continuous feedback through coaching and mentoring to increase employee skills
Identify and develop leaders within the team
Develop comprehensive training plans

What you bring:
Bachelor’s Degree in IT-related field; or any combination of equivalent experience, education, and training
7+ years’ experience with eCommerce/Digital support
3+ years’ experience formally managing teams
Experience with digital product launches in a customer service/support environment
Incident, problem & change management experience
Excellent user-facing and collaborator communication skills, both written and verbal
Ability to work quickly, juggle multiple projects, and adapt to shifting priorities
Experience using data and metrics to measure and drive improvements
Self-starter with aim to take initiative and solve problems independently

Nike requires all applicants for this position to be vaccinated for COVID-19 as a condition of hire, unless otherwise required by law. As an equal opportunity employer, Nike will make accommodations to individuals who cannot be vaccinated in accordance with applicable law.
NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.
NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

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