Nike, Inc.:
Consumer Services Operation Manager - Korea Job in Seoul, Seoul, South Korea, VT
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Seoul, Seoul, South Korea, VT
Full-time | Sales - Inside
About the job
WHO ARE WE LOOKING FOR?
We need a Consumer services operation manager working in Nike Direct Digital Commerce (NDDC) & Connected Marketplace Consumer Services team.
This role is responsible for managing the Contact center with the Consumer Service (CS) outsourcing company.
You will be in charge of consumer service operation with problem-solving skills and a consumer-centric mindset to provide a premium consumer service experience
The best candidate needs to have in-depth knowledge of consumer service and contact center operations but also develop and deliver effective operation way to CS vendors.
WHAT WILL YOU WORK ON?
• Develop long-term strategies for Contact centers and opportunities to improve service quality and increase consumer satisfaction.
• Partner with outsourced CS provider to enhance and deliver upon the core strategic and KPI
• Be the key communicator with internal teams/CS vendors to make sure smooth contact center daily operations
• Analyze consumer inquiry data and figure out the trends, potential business issues and monitor the trends for KPI, SLA, CSAT with closely working with outsourced CS provider.
• Regularly analyze the productivity of the contact center and lead the improvement action plan.
• Support continuous improvement to achieve consistently excellent consumer journey and CS agent satisfaction, identify and recommend improvements in processes, procedures, and system.
• Be responsible for building the in-house CS contact center to deal with escalation cases.
• Be responsible for managing the 3rd escalated complaint from the contact center, providing guidelines.
• Set the escalation process and reflect it in CS operation.
• Plan ways to effectively implement consumer contact channels and find out the way of minimizing operational risks.
WHO WILL YOU WORK WITH?
You’ll be working at the Nike Seoul office and report to the NDDC Consumer Services Team Manager. On a daily you will be supporting a large, diverse team of Nike people with a variety of management styles, as well as managing outside suppliers and vendors. Especially, you will work closely with the Project team, O2O, Direct Operations, Digital Operations, Nike Athlete Experience, Business, and SNKRS (Sneakers) team. People appreciate your ability to be resourceful in the face of ambiguity and to find solutions on your own.
We need a Consumer services operation manager working in Nike Direct Digital Commerce (NDDC) & Connected Marketplace Consumer Services team.
This role is responsible for managing the Contact center with the Consumer Service (CS) outsourcing company.
You will be in charge of consumer service operation with problem-solving skills and a consumer-centric mindset to provide a premium consumer service experience
The best candidate needs to have in-depth knowledge of consumer service and contact center operations but also develop and deliver effective operation way to CS vendors.
WHAT WILL YOU WORK ON?
• Develop long-term strategies for Contact centers and opportunities to improve service quality and increase consumer satisfaction.
• Partner with outsourced CS provider to enhance and deliver upon the core strategic and KPI
• Be the key communicator with internal teams/CS vendors to make sure smooth contact center daily operations
• Analyze consumer inquiry data and figure out the trends, potential business issues and monitor the trends for KPI, SLA, CSAT with closely working with outsourced CS provider.
• Regularly analyze the productivity of the contact center and lead the improvement action plan.
• Support continuous improvement to achieve consistently excellent consumer journey and CS agent satisfaction, identify and recommend improvements in processes, procedures, and system.
• Be responsible for building the in-house CS contact center to deal with escalation cases.
• Be responsible for managing the 3rd escalated complaint from the contact center, providing guidelines.
• Set the escalation process and reflect it in CS operation.
• Plan ways to effectively implement consumer contact channels and find out the way of minimizing operational risks.
WHO WILL YOU WORK WITH?
You’ll be working at the Nike Seoul office and report to the NDDC Consumer Services Team Manager. On a daily you will be supporting a large, diverse team of Nike people with a variety of management styles, as well as managing outside suppliers and vendors. Especially, you will work closely with the Project team, O2O, Direct Operations, Digital Operations, Nike Athlete Experience, Business, and SNKRS (Sneakers) team. People appreciate your ability to be resourceful in the face of ambiguity and to find solutions on your own.