Director, Digital Commerce Consumer Service Japan

WHO YOULL WORK WITH

Nikes Digital Commerce Consumer Services function part of the Nike Direct Digital Commerce (NDDC) team elevates the endtoend consumer experience across all service touchpoints. The function blends operational excellence consumer insights and brand stewardship to deliver premium service at scale while partnering closely with Digital Operations Marketplace and Consumer Insights teams. It reports into the Senior Director of Nike Direct Digital Commerce Japan and leads both internal capability teams and outsourced contact center partners.

WHO WE ARE LOOKING FOR

The ideal candidate is a strategic consumerfocused service leader with deep expertise in contact center management operational design and consumer journey analytics. They demonstrate leadership maturity guiding teams through complexity with clarity and confidence. They excel at capability building process optimization and datadriven decisionmaking balancing consumer advocacy with business outcomes while thriving in a fastmoving matrixed environment.

• Minimum 9-10 years of experience in consumer service operations digital commerce or related fields.
• Bachelors degree in Business Operations or Analytics.
• Proven leadership of outsourced contact center operations including performance management and vendor partnership.
• Expertise in Quality Assurance (QA) Training Knowledge Management Workforce Operations and escalation frameworks.
• Strong oral and written communication skills in both English and Japanese.

WHAT YOULL WORK ON

You will lead the strategy operations and performance of Nikes Digital Consumer Services in Japan owning the endtoend contact center ecosystem and transforming consumer interactions into a brandbuilding advantage.

• Lead endtoend outsourced consumer service operations with full accountability for experience efficiency and alignment with Nikes brand standards.
• Build and scale core Digital Consumer Services (DCS) capabilities including Quality Assurance (QA) Training Knowledge Base Administration and Workforce Operations.
• Design and optimize escalation frameworks operational processes and service workflows to enhance agility efficiency and operational resilience.
• Apply consumer journey analytics to identify friction points and elevate overall satisfaction across service touchpoints.
• Manage Customer Satisfaction Score (CSAT) Service Level performance Average Handle Time (AHT) Voice of the Consumer (VoC) inputs and additional metrics to drive continuous improvement with vendor partners.
• Collaborate closely with Digital Operations Marketplace and Insights teams to align service strategy with broader business priorities.
• Coach and develop a highperforming team fostering capability growth empowerment and operational excellence.
• Champion consumerfirst decisionmaking while balancing efficiency cost and longterm brand impact.