Nike

Consumer Care Manager – North America

Nike

full-time

Posted on:

Location Type: Remote

Location: Oregon • United States

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Salary

💰 $104,300 - $213,300 per year

About the role

  • 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.

Requirements

  • 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.
Benefits
  • Information about benefits can be found here.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
workforce managementforecastingschedulingreportingdata analysisperformance trendsescalationsoperations managementcontact center managementBPO management
Soft Skills
collaborationempathyjudgmentcoachingfeedbacksupportproblem-solvingcommunicationleadershipadaptability
Certifications
workforce management certificationoperations leadership certificationcontact center management certification