Sr. Digital Platform Operations Manager – Platform Support

WHO YOULL WORK WITH

This role sits within the North America Sales Go-To-Market team supporting the Nike B2B platform . Reporting directly to the Sr. Manager Digital Platform Lead the Sr. Digital Platform Operations Manager will work cross functionally with North America Sales teams Marketplace Supply Chain (MSC) teams as well as the Global Sales Go-To-Market team to support the internal and external users of as they leverage the platform. This role will also work directly with fellow team members to provide a user feedback loop to elevate platform issues and enhancement requests to our global counterparts.

WHO WE ARE LOOKING FOR

The ideal candidate will be an innovator forward-thinking problem solver and strategic connector. They will need to be comfortable operating in ambiguity and thrive on navigating and troubleshooting various issues/questions that come up day-to-day with users leveraging the platform. They should be solution-oriented embrace innovation and be comfortable engaging directly with wholesale accounts as well as internal Nike teams to help make the platform the best it can be. This role is essential to ensuring the day-to-day operations of the platform run smoothly for all user types.

The ideal candidate should demonstrate the following:

• Bachelors degree in Business Sales Ecommerce Digital or related field. Will accept any suitable combination of education experience or training.

• A minimum of 3 years directly relevant work experience.

• Demonstrated ability to achieve results in a dynamic environment and to deliver on strategic tactical and operational levels

• Pro-active problem solver with the ability to assess a challenge and develop action steps for resolution

• Experience with business process improvement methods & project management skills a plus

• Experience in Customer Service a plus

• Skilled in Microsoft Office (PowerPoint Excel) JIRA and Confluence is a plus

WHAT YOULL WORK ON

This role is responsible for working directly with internal users (Sales Reps MSC Planning Finance) as well as external users (wholesale accounts) to troubleshoot their day-to-day questions/issues with the B2B platform provide training opportunities as well as maintain the inbox:

• Responsible for the inbox coverage in triaging all platform issues/questions that come through.

• Log tickets for technical support with Production Support engineering team

• Develop and execute individual and group training sessions around platform functionality and best practices.

• Troubleshoot application issues within B2B platform and work back with appropriate teams to resolve.

• Develop strong working relationships with Sales teams and MSC to understand nuances of the businesses and how best to support them through the B2B platform.

• Partner with team members to ensure user feedback / enhancement requests are submitted through the proper channels.

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.