Manager North America Digital Support
Manager North America Digital Support
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1 Vacancy
Job Description
Manager North America Digital Support NIKE USA Inc. Beaverton OR. Drive prioritization escalation and resolution of support incidents for Nikes digital launch live ops and marketing platforms. Hire mentor and lead a team of Tier 2 Technical Support Engineers. Develop clear strategies goals and tactics to improve efficiency and provide an exceptional level of customer support. Conduct regular incident reviews to identify reoccurring problems and lead the implementation of permanent longterm solutions. Define document execute and optimize processes for Technical Support. Ensure that support processes result in outstanding customer service while maintaining a sustainable workload for Technical Support team members. Instill a customer service culture that drives a high level of both employee and customer SAT. Lead resolution for challenging crossfunctional situations in a matrix organization. Improve and drive operational efficiencies across the team such as incident trend analysis MTTR reduction Incident/Problem ratio and relationships. Provide continuous feedback through coaching/mentoring to increase employee skill sets. Identify and develop leaders and stars within the team. Develop comprehensive training plans. Telecommuting is available from anywhere in the U.S. except from SD VT and WV.
Must have a Bachelors degree in Electronics Engineering Computer Science Data Analytics and 5 years of progressive postbaccalaureate experience in the job offered or in a Engineeringrelated occupation. Experience must include:
SQL database
AWS
API and microservices
HTML
Splunk
Kafka streaming
New Relic
Signal FX
We offer a number of accommodations to complete our interview process including screen readers sign language interpreters accessible and single location for inperson 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.
Required Experience:
Manager
Employment Type
Full Time
