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Manager, North America Digital Support

AT NIKE, Inc.
NIKE, Inc.

Manager, North America Digital Support

Beaverton, OR

Manager, North America Digital Support - NIKE USA Inc.- Beaverton, OR. Drive prioritization, escalation, and resolution of support incidents for Nike's digital, launch, live ops and marketing platforms. Hire, mentor and lead a team of Tier 2 Technical Support Engineers. Develop clear strategies, goals, and tactics to improve efficiency and provide an exceptional level of customer support. Conduct regular incident reviews to identify reoccurring problems and lead the implementation of permanent long-term solutions. Define, document, execute, and optimize processes for Technical Support. Ensure that support processes result in outstanding customer service while maintaining a sustainable workload for Technical Support team members. Instill a customer service culture that drives a high level of both employee and customer SAT. Lead resolution for challenging cross-functional situations in a matrix organization. Improve and drive operational efficiencies across the team such as incident trend analysis, MTTR reduction, Incident/Problem ratio and relationships. Provide continuous feedback through coaching/mentoring to increase employee skill sets. Identify and develop leaders and stars within the team. Develop comprehensive training plans. Telecommuting is available from anywhere in the U.S., except from SD, VT, and WV.

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Must have a Bachelor's degree in Electronics Engineering, Computer Science, Data Analytics and 5 years of progressive post-baccalaureate experience in the job offered or in a Engineering-related occupation. Experience must include:

  • SQL database


  • AWS


  • API and micro-services


  • HTML


  • Splunk


  • Kafka streaming


  • New Relic


  • Signal FX


  • ServiceNow - ITSM

Apply at www.Nike.com/Careers (Job# R-55685)

#LI-DNI

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.

Client-provided location(s): Beaverton, OR, USA
Job ID: nike-21272_R-55685
Employment Type: Full Time

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
    • HSA
    • Fitness Subsidies
    • On-Site Gym
    • Mental Health Benefits
    • Virtual Fitness Classes
  • Parental Benefits

    • Adoption Assistance Program
    • Family Support Resources
    • Fertility Benefits
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
    • Hybrid Work Opportunities
  • Office Life and Perks

    • Commuter Benefits Program
    • Casual Dress
    • Happy Hours
    • Snacks
    • Company Outings
    • On-Site Cafeteria
    • Holiday Events
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Sabbatical
    • Leave of Absence
    • Volunteer Time Off
    • Summer Fridays
  • Financial and Retirement

    • 401(K)
    • 401(K) With Company Matching
    • Company Equity
    • Stock Purchase Program
    • Performance Bonus
    • Relocation Assistance
    • Financial Counseling
  • Professional Development

    • Tuition Reimbursement
    • Learning and Development Stipend
    • Promote From Within
    • Mentor Program
    • Shadowing Opportunities
    • Access to Online Courses
    • Lunch and Learns
    • Internship Program
    • Work Visa Sponsorship
    • Leadership Training Program
    • Associate or Rotational Training Program
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program
    • Employee Resource Groups (ERG)
    • Veteran founded/led