Director, Self-Service and AI Operations - Global Consumer Services
WHO YOU’LL WORK WITH
The Global Consumer Services team scales digital-first support experiences that reduce effort, improve resolution, and deliver consistently exceptional service to Nike consumers worldwide. This team leads the operational strategy, performance, and continuous improvement of Nike's self-service ecosystem, including AI-powered tools for live agents, knowledge management, automation, and digital service operations. This role reports to the Senior Director, Global Consumer Services and leads a team of self-service, automation, and AI specialists while partnering closely with Business, Technology, Geography teams, Analytics, Marketing, and 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, and people leadership.
The ideal candidate is a strategic, data-driven, and 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, and digital operations, and can engage confidently with senior leaders on strategy, business teams on performance, and product and engineering partners on technical execution.
This leader has a proven track record of building high-performing teams, influencing across functions, and 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, and process simplification.
Qualifications:
• Bachelor’s degree in Business Administration, Product Management, Computer Science, Operations Management, Information Systems, or a related field. Will accept any suitable combination of education, experience, and training.
• 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, and 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, and 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, 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.