ABOUT CONVERSE
Are you interested in working for the most iconic and well-loved sneaker brand in the world? Born in sports and made for the street, Converse is a place to explore your potential, obliterate boundaries and push out the edges of what can be. We seek people who can lead, grow, think, dream, and create. Our culture thrives by embracing diversity and rewarding imagination. Converse seeks achievers, leaders, and visionaries. At Converse, it's about each person bringing their authentic self, skills, and passion to serve the daring spirit of youth.
WHO WE ARE LOOKING FOR
We are looking for a Global Custom Operations Specialist to support the Converse by You business. This role is responsible for creating and delivering a premium and seamless digital consumer journey for Custom product with a focus on New Product Set Up, Voice of Consumer Reviews, Customer Service Management, and Order Pipeline Testing.
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The candidate should have a deep understanding of operational excellence, demonstrate strong data integrity skills and the ability to multitask and prioritize work based on seasonal dates and gates. In addition, the ideal candidate will be passionate about delivering premium consumer experiences and thrives in a dynamic and fast-paced environment.
WHAT YOU WILL WORK ON
A typical day/week in this role involves working with cross-functional teams to elevate and extend the Converse by You experience. In this position, you will be responsible for:
• Acting as the lead for all customer service cases in NA and EU for Custom orders and supporting the Customer Service team in China as needed. Be diligent in researching the issues and identifying resolutions in a timely and efficient manner.
• Tracking customer service cases with key data attributes to help identify common themes and trends in cases. Based on these trends, be proactive in recommending solutions upstream that could help minimize issues in the future.
• Reviewing Voice of Consumer Insights data and making practical recommendations to cross-functional teams on changes to enhance the overall customer experience.
• Setting up all New Seasonal Custom styles and maintaining pricing and factory source information in product creation systems.
• Acting as the Operations lead for testing and QA for product go-live readiness. Validating that the Digital consumer journey aligns to all development tools including color, print and component selections, builder rules, and XML factory file validation.
• Working with Production Support and Technology teams to ensure orders flow through all systems and are available to factory partners in a timely manner. Be responsible for monitoring the full E2E customer order process.
• Working with the CBY Product team to create and send test orders to the factory to confirm accuracy in the order pipeline.
• Working with factory teams to identify order issues in the pipeline and communicate to cross-functional teams on updates required to resolve issues.
• Reviewing invoices for Custom orders and submitting them to Finance to obtain payment to factory partners.
WHO YOU WILL WORK WITH
This position will report to the Manager of Digital Custom Operations and Service. In this role, you will collaborate and successfully partner with all members of the CBY Go to Market team. Additionally, this role will work closely with Product Merchandising, Product Management, factory partners, and Nike By You Operations teams.
WHAT YOU BRING
• Bachelor's degree in Operations, Business Management, Supply Chain, or a related field.
• 2+ years relevant work experience. Footwear experience a plus.
• Advanced skills with Microsoft Office, including Excel, Word and PowerPoint.
• Customer service mindset with focus on delivering superior customer service.
• Ability to quickly learn and adapt to new operating systems and tools.
• Excellent verbal and written communication and collaboration skills.
• Self-motivated, detailed, organized and deadline-focused, with a proven track record to handle several tasks with varying priorities in a fast-paced environment.
• Ability to interact well with diverse network of global business partners.
• Team player who demonstrates a positive demeanour even during times of change.
NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.
NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
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.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.