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Manager, Consumer Care North America (Remote Work Option)
Open to remote work except in South Dakota, Vermont and West Virginia.
The annual base salary for this position ranges from $104,300.00 in our lowest geographic market to $213,300.00 in our highest geographic market. Actual salary will vary based on a candidate's location, qualifications, skills and experience.Information about benefits can be found here.
WHO YOU’LL WORK WITH
North America Consumer Care (NACC) is Nike’s frontline service organization, delivering effortless, personalized support that strengthens loyalty and elevates both consumer and athlete experiences. The org focuses on reducing friction, empowering frontline problem‑solving, and ensuring consistent, high‑quality service across Nike’s digital ecosystem—all while keeping the athlete at the center of every decision. NACC plays a critical role in connecting insights to action, driving operational excellence, and enabling Nike to show up with empathy, precision, and consistency at every touchpoint.
The team partners with Elite Service Team Athletes, North America Consumer Care leadership, vendor partners, and cross-functional groups across Digital, Retail Stores, Legal, Finance, Supply Chain, Technology, and Global Consumer Services. They move with speed and purpose to elevate every consumer interaction. This role reports to the Director of Consumer Care Support Services.
WHO WE ARE LOOKING FOR
The ideal candidate is an experienced, consumer-obsessed leader who excels in dynamic, fast-moving environments and brings clarity to complex situations. They are calm under pressure, highly curious, and committed to elevating both people and processes. With a strong operational mindset, they anticipate challenges, diagnose root causes quickly, and make data-driven decisions that improve performance at scale. They foster trust through strong communication, build meaningful cross-functional partnerships, and influence outcomes with confidence. This leader is equally comfortable stepping into hands-on problem solving or shaping long-term strategy, demonstrating adaptability, emotional intelligence, and a deep commitment to service excellence. They champion team development, strengthen alignment across functions, and ensure service delivery reflects Nike’s standards of speed, accuracy, and empathy. Ultimately, they raise the bar for exceptional consumer support and empower others to do the same.
They have:
• Bachelor's degree in Business Administration or related field. Will accept any suitable combination of education, experience and training
• 5+ years of experience in consumer service, escalations, workforce management, operations, or contact center leadership
• Experience managing Business Process Outsourcing (BPO) partners and driving accountability and performance
• Ability to work at a computer for extended periods and perform job functions in a fast-paced environment
• Optional but valuable certifications, such as workforce management, operations leadership, or contact center management
WHAT YOU’LL WORK ON
You lead high-impact work that strengthens Nike’s most critical consumer experiences. You navigate complex escalations, optimize operations, develop top talent, and partner across Nike to remove friction. You turn insights into action, elevate service standards, and ensure athletes and consumers feel supported at every touchpoint.
As a Consumer Care Manager, you will:
• Collaborate daily with Elite Service Team Athletes, BPO partners, and cross-functional teams across Digital, Retail Stores, Supply Chain, Legal, Finance, and Technology to solve challenging consumer issues together.
• Lead complex escalations with accuracy, empathy, and strong judgment—often stepping into ambiguous situations and guiding teams toward the right outcome.
• Partner with outsourced vendor teams to align workflows, drive consistency, and ensure every interaction reflects Nike’s brand standards.
• Coach and develop EST Athletes, providing clarity, feedback, and support so they can deliver confident, high-quality service.
• Own Workforce Management responsibilities—including forecasting, scheduling, and real-time adjustments—to ensure the team stays ready for changing volume and demand.
• Build and analyze reporting, dashboards, and performance trends to identify friction points, inform decisions, and drive continuous improvement across NACC.
We offer a number of accommodations to complete our interview process including screen readers, sign language interpreters, accessible and single location for in-person interviews, closed captioning, and other reasonable modifications as needed. If you discover, as you navigate our application process, that you need assistance or an accommodation due to a disability, please complete the Candidate Accommodation Request Form.
