Director, Self-Service and AI Operations - Global Consumer Services
Nike•23h ago
United StatesOnsiteFull-timeDirector Level8+ yrs exp
H-1B sponsor
Top focus
Operations AnalystOperations ManagerOperations Consultant
- WHO YOU’LL WORK WITH The Global Consumer Services team scales digital-first support experiences that reduce effort, improve resolution
- deliver consistently exceptional service to Nike consumers worldwide. This team leads the operational strategy, performance
- continuous improvement of Nike's self-service ecosystem, including AI-powered tools for live agents, knowledge management, automation
- digital service operations. This role reports to the Senior Director, Global Consumer Services and leads a team of self-service, automation
- AI specialists while partnering closely with Business, Technology, Geography teams, Analytics, Marketing
- 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
- people leadership. The ideal candidate is a strategic, data-driven
- 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
- can engage confidently with senior leaders on strategy, business teams on performance
- product and engineering partners on technical execution. This leader has a proven track record of building high-performing teams, influencing across functions
- 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
- process simplification. Qualifications:
- Bachelor’s degree in Business Administration, Product Management, Computer Science, Operations Management, Information Systems
- a related field. Will accept any suitable combination of education, experience
- 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 YOU’LL WORK ON In this critical leadership role, you will define and evolve Nike's global self-service and AI operations strategy, operating model, governance
- 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
- 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
- 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 .
Required skills
digital operationsAIautomationself-serviceconversational AIknowledge managementanalytics