Specialist II, Digital Consumer Services

About the role

This position is part of Nike's Digital Consumer Services Korea team, reporting to the Manager of Digital Consumer Service Operations. You will work closely with internal marketplace partners, technology, legal, privacy, communications, and external contact center partners to deliver consistent, consumer‑focused digital support experiences.

Key responsibilities

• Monitor daily service operations and consumer experience indicators, identify risks or gaps, and coordinate timely follow‑up with relevant partners.
• Manage complex and escalated consumer cases, ensuring clear ownership, accurate documentation, and effective resolution.
• Coordinate operational responses to digital service incidents and business changes, including impact assessment, stakeholder communication, and post‑incident follow‑up.
• Partner with contact‑center vendors and internal teams to maintain operating procedures, knowledge content, and escalation paths.
• Analyze contact drivers, consumer feedback, and operational trends to recommend process, tool, and training improvements.
• Drive operational readiness for launches, promotions, policy updates, and new digital capabilities.

Required profile

• 3+ years of experience in digital consumer services, contact‑center operations, e‑commerce, or related fields.
• Bachelor’s degree or equivalent combination of education and experience.
• Strong analytical and problem‑solving skills with ability to interpret operational data and turn insights into actions.
• Excellent written and verbal communication in Korean and English.
• Ability to work across functions and time zones, remaining composed in fast‑moving situations.

Required skills

• Proficiency with Microsoft Office applications.
• Experience using customer service, CRM, or reporting platforms, preferably Salesforce.
• Familiarity with data visualization or business intelligence tools.