Consumer Care, Quality Content & Compliance Specialist

WHO WE ARE LOOKING FOR

We're searching for a passionate Quality, Content & Compliance Specialist to elevate the Nike Digital Consumer Care experience. In this role, you'll be the driving force behind creating premium, seamless interactions for our consumers by empowering contact center teams with the right tools, knowledge, and processes.

You'll combine consumer insights, quality assurance and departmental planning to create engaging content to shape how we serve millions of athletes worldwide. If you thrive on solving problems, setting high standards, and influencing the future of digital service, this is your opportunity to make a real impact.

• An understanding and enthusiasm for AI technology spefic to creating contact centre efficiencies
• 2+ years of experience in content design within a contact center environment ideally within learning and development or instructional content design
• Experience working in process-driven environments, with a focus on continuous improvement.
• Working knowledge of process improvement methodologies (e.g., Lean Six Sigma) is a bonus
• The ability to simplify complexity, turning intricate processes into clear, actionable steps
• Skilled in analysing qualitative and quantitative data to uncover trends and opportunities
• A strong learning and development mindset, always seeking growth and innovation
• Exceptional organisational skills to manage tight deadlines and multiple projects simultaneously
• Comfort working in a fast-paced, ever-changing environment where adaptability is key
• Proven experience working in professional environments that requires confidentiality.

• Spot gaps and friction points, whether in skills, knowledge, or processes and turn them into actionable improvements that boost Athlete performance.
• Balance efficiency with excellence, proactively finding new ways to serve consumers and agents while keeping productivity high.
• Dive into data and insights to ensure every decision reflects what's best for our consumers and for Nike.
• Create and refine agent-facing materials to enable athletes to deliver world-class service.
• Partner with contact center teams to elevate performance through robust QA processes, data-driven analysis and targeted upskilling.
• Driving change through collaboration, presenting insights and opportunities to stakeholders and turning ideas into impactful solutions.
• This is a role for someone who thrives on problem-solving, loves working cross-functionally, and wants to make a measurable difference in how Nike connects with millions of consumers worldwide.