Nike, Inc. Logo

Nike, Inc.

Lead Technology Customer Support Digital, PAC

Sorry, this job was removed at 01:50 p.m. (AEST) on Monday, Jan 20, 2025
Be an Early Applicant
Australia
Australia

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.

Similar Jobs

Yesterday
Hybrid
Sydney, New South Wales, AUS
Senior level
Senior level
Cloud • Information Technology • Security • Software • Cybersecurity
As a Senior Customer Solutions Engineer, you'll be a trusted advisor, assisting enterprise customers with Cloudflare products and ensuring their success and satisfaction, as well as collaborating cross-departmentally for technical support and solutions.
Top Skills: BashDnsHTTPJavaScriptPythonTcp/IpTls
Yesterday
Easy Apply
Hybrid
Sydney, New South Wales, AUS
Easy Apply
Mid level
Mid level
Artificial Intelligence • Cloud • Information Technology • Machine Learning • Software
The Customer Success Manager enhances client success by guiding implementations, providing training, and fostering long-term relationships. They proactively address issues, facilitate account growth, and promote customer advocacy.
Top Skills: AICloud ComputingInfrastructure MonitoringmacOSMachine LearningNetworkingSaaSWindows
2 Days Ago
Easy Apply
Hybrid
Sydney, New South Wales, AUS
Easy Apply
Mid level
Mid level
Fintech • Information Technology • Payments • Productivity • Software • Travel • Automation
The Growth Account Manager at Navan manages SMB accounts, ensuring high product adoption, customer satisfaction, and revenue growth through upselling and effective onboarding.
Top Skills: SaaS

What you need to know about the Melbourne Tech Scene

Home to 650 biotech companies, 10 major research institutes and nine universities, Melbourne is among one of the top cities for biotech. In fact, some of the greatest medical advancements were conceptualized and developed here, including Symex Lab's "lab-on-a-chip" solution that monitors hormones to predict ovulation for conception, and Denteric's vaccine for periodontal gum disease. Yet, the thousands of people working in the city's healthtech sector are just getting started, to say nothing of the tech advancements across all other sectors.

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account