Director, Self-Service and AI Operations Global Consumer Services

WHO YOULL WORK WITH

The Global Consumer Services team scales digital-first support experiences that reduce effort improve resolution and deliver consistently exceptional service to Nike consumers worldwide. This team leads the operational strategy performance and continuous improvement of Nikes self-service ecosystem including AI-powered tools for live agents knowledge management automation and digital service operations. This role reports to the Senior Director Global Consumer Services and leads a team of self-service automation and AI specialists while partnering closely with Business Technology Geography teams Analytics Marketing and strategic external partners.

WHO WE ARE LOOKING FOR

Nike is seeking an experienced and innovative leader to define and scale the future of consumer self-service and AI-enabled operations. This role requires a strong blend of digital operations expertise AI fluency product thinking operational excellence and people leadership.

The ideal candidate is a strategic data-driven and collaborative leader who thrives in ambiguity and translates emerging technologies into measurable business impact. This individual brings experience leading complex transformations across self-service conversational AI automation knowledge management and digital operations and can engage confidently with senior leaders on strategy business teams on performance and product and engineering partners on technical execution.

This leader has a proven track record of building high-performing teams influencing across functions and driving adoption of solutions that improve consumer satisfaction and operational efficiency. They balance long-term vision with strong execution and continuously unlock scale through automation AI and process simplification.

Qualifications:

Bachelors degree in Business Administration Product Management Computer Science Operations Management Information Systems or a related field. Will accept any suitable combination of education experience and training.

Minimum 8 years of experience in digital operations self-service platforms automation AI-powered customer experiences or related fields; global experience required.

Experience leading coaching and developing high-performing teams through complex transformation initiatives.

Strong understanding of conversational AI automation technologies workflow orchestration knowledge management platforms analytics and operational governance.

Demonstrated success defining KPIs measuring outcomes and delivering improvements in consumer experience adoption containment productivity and cost efficiency.

Proven ability to manage multiple large-scale initiatives and influence cross-functional stakeholders across business and technology organizations.

WHAT YOULL WORK ON

In this critical leadership role you will define and evolve Nikes global self-service and AI operations strategy operating model governance and performance framework.

Partner across Business Product Technology and Geography teams to deliver scalable digital experiences that improve consumer outcomes increase automation and drive operational efficiency.

Define and execute the global strategy for self-service experiences conversational AI operations automation and knowledge management.

Identify opportunities to reduce consumer effort improve containment and resolution rates and increase adoption of digital service channels.

Translate business needs into scalable solutions and operational capabilities in close partnership with Product Technology Data & Analytics and Consumer Services teams.

Establish governance operating rhythms performance metrics and continuous improvement processes to ensure measurable business outcomes.

Lead the evaluation implementation and optimization of emerging AI and automation technologies ensuring solutions are scalable responsible and consumer-centric.

Manage strategic vendor partnerships and oversee operational readiness performance management and value realization across the self-service ecosystem.

Build an engaged high-performing team while fostering a culture of innovation experimentation operational excellence and continuous learning.

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.