As the Global Consumer Services Operations Director for EMEA (Europe, Middle East, Africa) and The Americas, you will be responsible for leading a team of experienced managers and Director level leaders in the pursuit of service excellence. The optimal candidate possesses skills that will enable them to lead, drive and inspire around all aspects of service delivery and operational execution. Your ability to deliver results, implement new capabilities and services, drive accountability, problem solve and obsess the details is paramount in the success of this role. The ideal candidate has a proven track record of delivering results for large service oriented companies in the contact center space specializing in e-commerce, sales and customer support for B2C Organizations. In addition proven leadership of large teams in complex organizations with the ability to inspire teams to greatness is a must!
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Lead a team of Manager and Directors responsible for contact center operations in specific countries, territories and geographies
Ensure operational performance and execution against core KPI’s
Partner with Global Consumer Service Center of Excellence (COE) leaders to enhance and deliver upon the core strategic pillars and strategies
Partner with Sr. Leaders in the different countries, territories and Geographies around service deliverables and key strategic visions regarding how Nike’s Consumer are served in those locals
Outsource BPO Relationship and Account Management
Negotiation and administration of contracts with outsource partners
Manage progress to plan – connect across the teams to drive alignment, keep efforts moving - hitting key milestones and tracking to budget / AR performance
Drive change - Frame up integrated points of view that accelerate opportunities and neutralize risks
Frequent communication - Keep overall performance visible to all key stakeholders while ensuring solid plans are in place to close any potential gaps in service execution
Lead the operational execution efforts around service capabilities in an effort to enhance current and create future offerings within our service framework
Have an advanced understanding of service and/or contact center technologies. Ability to network, research and identify industry trends, technology enablers and differentiated service offerings
Be a creative yet detail oriented individual who can lead, drive and inspire leaders and teams to deliver world class service to the Nike Consumer
Qualifications
Requirements for this position include:
Bachelor's degree in Business, Communications, or applicable to the service industry
10 years of professional experience, with 10 years of additional experience in lieu of Bachelor's degree
10 years’ experience in leading manager level personnel at the Sr. Manger or Director level
Comfortable working in a fast-paced, results-oriented environment
Proven ability to solve complex problems
Proven ability to work independently with minimal guidance
Demonstrated ability to work closely with Business Partners and Leadership at the senior levels
Experience working with outsourced BPO providers
Experience in negotiating and maintaining contracts/SOW’s with managed service and BPO Organizations
Experience working in the BPO industry desired
Demonstrated leadership capability, including ability to motivate and mentor others within work group
Excellent verbal and written communication and collaboration skills to effectively communicate with both business and technical audiences.
Successful track records of interaction with senior level professionals to drive business outcomes, resolve issues, and build consensus
Strong presentation and influencing skills and the ability to interact with varying levels of leadership
Ability to travel internationally
Experience in P&L Management and financial planning
Advanced expertise in Keynote or PowerPoint Presentation Creation
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