Manager, North America Digital Support

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. 

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)  

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