Lead Technology Customer Support Digital, PAC

WHO YOU’LL WORK WITH

This role reports to Pacific Technology Operations Manager. You will be working with external partners in Nike’s technology operations, engineering, and global support teams, along with local business stakeholders during peak and high heat moments.

WHO WE ARE LOOKING FOR

This role will lead the technology support of our new e-commerce business in Australia. The candidate must have experience supporting e-commerce platforms, with strong leadership and communications skills, and the ability to problem solve during high pressure situations.

• Experience working in an ITIL Service Management environment, with tools such as ServiceNow.

• Experience with e-commerce operations, specifically the digital domain of checkout, order capture, order drop, supply chain, and fulfillment.

• Experience leading support teams, and ensuring organizational deliverables are carried out as needed to meet operational goals.

• A strong desire to deliver exceptional consumer experiences, obsess over the quality of services being delivered, and be relationship-oriented through transparent and proactive communication.

• Self-motivated, with a high sense of accountability, urgency, and drive. Ability to problem solve under pressure.

WHAT YOU’LL WORK ON

You will coordinate with Consumer Production Support team for active, retro, and upcoming issues in digital, ensuring that incidents are being handled in time, aligning with global standards, and that any needs are being escalated and properly communicated both to engineering, the global support teams, and the business. You will have knowledge in ServiceNow, Splunk, Track, Jira, SignalFX, Pagerduty, Adobe Analytics. Crucially, you will bring experience in ecommerce operations, from vendor management, end to end fulfillment and order management.

• Ensure continuous delivery of e-commerce services and consumer products, coordinating and reporting on incident SLAs, business impacts due to product outages or gaps, and general key objectives to uphold Nike’s Operational Excellence standards for the digital space.

• Follow up on the status of key initiatives, work with various leaders on issues, prioritization of projects and prepare presentation for Monthly regional operational reviews.

• Organize internal resources as well as external suppliers to ensure operational service levels, provide visibility to stakeholders with ongoing communication and reporting.

• Proactively identify and support the management of operational excellence risks, dependencies, and issues (and related mitigation plans); escalate in a clear and timely manner as appropriate.