NIKE, Inc

Lead, Signature Services Operations, NA

NIKE, Inc$100K — $120K *
Retail & Consumer Goods
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in a related field or equivalent experience
  • Expertise in retail operations and store execution
  • Experience in service operations and process management
  • Knowledge of workforce and labor planning
  • Skills in performance reporting and KPI management
  • Capability in change management and large-scale operational implementation

Responsibilities

  • Lead the scaling of Signature Services across Nike Direct North America stores
  • Develop frameworks for consistent service delivery across store formats
  • Define labor models and staffing requirements in partnership with operations teams
  • Establish maintenance processes for tools and machinery to ensure readiness
  • Manage service support governance, including ticket management and issue resolution
  • Develop reporting frameworks to monitor service performance and operational health
  • Conduct operational reviews to assess service performance and address challenges

Benefits

  • Opportunity to work with a prestigious brand
  • Professional development and growth opportunities
  • Collaboration with cross-functional teams and global stakeholders
  • Impact on enhancing consumer satisfaction and service quality
  • Chance to lead innovative projects related to service operations
Full Job Description
Lead, Signature Services Operations, NA

NA DIRECT, PHK

Signature Services operations leader responsible for enabling consistent, scalable, and premium service experiences across Nike Direct North America stores. This role translates service strategy into operational excellence by establishing the processes, tools, support models, and performance frameworks required to successfully deliver Signature Services in-store. The Lead, Signature Services Operations ensures the right store labor models, product and equipment readiness, support structures, and reporting mechanisms are in place to drive service quality, operational efficiency, and consumer satisfaction. This role serves as the operational backbone for Signature Services, connecting strategy to execution across stores, digital, and global partners.

Key Skills & Experiences
  • Bachelor's degree in related field or equivalent, combination of education, experience, or training
  • Retail operations and store execution expertise
  • Service operations and process management experience
  • Workforce and labor planning knowledge
  • Operational readiness and maintenance program management
  • Performance reporting, dashboard development, and KPI management
  • Strong cross-functional collaboration and stakeholder management
  • Experience supporting field teams and store operations
  • Continuous improvement and operational optimization capabilities
  • Analytical problem solving and data-driven decision making
  • Change management and large-scale operational implementation experience


What You'll Work On
  • Lead the operationalization and scaling of Signature Services across Nike Direct North America stores.
  • Develop and manage store execution frameworks that enable consistent service delivery across varying store formats and concepts.
  • Partner with Store Operations and Retail Operations teams to define labor models, staffing requirements, and capacity planning needed to support Signature Services.
  • Establish processes and standards for product, tool, and machinery maintenance to ensure operational readiness and service reliability.
  • Own service support channel governance, including ticket management processes, escalation paths, issue resolution tracking, and operational communications.
  • Develop dashboards, scorecards, and reporting frameworks that provide visibility into service performance, operational health, adoption, and execution quality.
  • Monitor operational KPIs to identify risks, performance trends, and opportunities for continuous improvement.
  • Partner with Global Services teams to align North America execution with global standards while adapting solutions to local market needs.
  • Lead cross-functional operational reviews to assess service performance, resolve execution challenges, and drive action plans.
  • Support new service launches, pilots, and capability expansions by ensuring operational readiness across stores and supporting functions.


Accountabilities
  • Establish and maintain operational standards for Signature Services across North America stores.
  • Ensure store readiness through effective labor planning, equipment maintenance, and operational execution frameworks.
  • Manage service support channels, ticketing processes, escalation management, and issue resolution performance.
  • Deliver reliable reporting and performance visibility through dashboards and operational scorecards.
  • Drive continuous improvement initiatives that enhance service quality, efficiency, and consumer satisfaction.
  • Partner with stores, digital teams, and global stakeholders to ensure consistent and scalable service execution.
  • Identify and mitigate operational risks that impact service delivery and store performance.
  • Deliver measurable improvements in Signature Services adoption, execution consistency, operational efficiency, and consumer experience outcomes.

About NIKE, Inc

Nike is a sporting goods company that designs, develops, and markets footwear, apparel, equipment, and accessory products. The company offers various categories of shoes including running, training, basketball, soccer, sport-inspired urban shoes, and kids' shoes. It also provides shoes for aquatic activities, baseball, football, cheerleading, golf, lacrosse, outdoor activities, skateboarding, tennis, volleyball, walking, wrestling, and various athletic and recreational uses. In addition, the company offers sports-inspired lifestyle apparel, athletic bags, and accessory items. Further, it provides a line of performance equipment including bags, socks, sports balls, eyewear, timepieces, electronic devices, bats, gloves, protective equipment, golf clubs, and various equipment designed for sports activities under the NIKE brand name, as well as markets apparel with licensed college and professional team and league logos. Additionally, it offers licenses to produce and sell NIKE brand swimwear, children's apparel, training equipment, eyewear, electronic devices, and golf accessories. The company also markets its products under the brand names of Converse, Chuck Taylor, All Star, One Star, Umbro, Jack Purcell, Cole Haan, Bragano, and Hurley. It sells its products to retail accounts through stores, independent distributors, and licensees, as well as through its Website, nikestore.com. As of May 31, 2009, Nike, Inc. operated 338 retail stores in the United States and 336 retail stores internationally. The company was founded in 1964 and is headquartered in Beaverton, Oregon.

Nike Careers

Join the dynamic world of Nike, Inc., a global leader in sports apparel and innovation, where your career can flourish in an environment that fosters diversity, leadership, and growth. At Nike, we believe in bringing out the best in our team members through continuous professional development and a culture that celebrates creativity and innovation. Work You’ll Do Become a part of Nike’s mission to inspire and innovate towards a better world. Engage in work that intersects with cutting-edge technology, market-leading strategies, and sustainable practices that define the future of the sports industry. Lead with us at the forefront of the global marketplace, where your skills in leadership, teamwork, and innovation can shine. Nike offers a unique position in the industry, combining deep industry expertise with a relentless pursuit of excellence. Collaborate with a diverse team of professionals who are pioneers in their fields. Nike, Inc. employs over 75,000 passionate and talented individuals worldwide, all dedicated to moving the world of sports forward. Introducing Nike’s Professional Growth and Development Opportunities We are committed to fostering an inclusive environment where every team member can succeed. Nike offers a variety of job opportunities, from in-store retail positions to corporate roles in design, marketing, and technology. Do Innovative Work Join us and contribute to our mission of bringing inspiration and innovation to every athlete* in the world. (*If you have a body, you are an athlete.) Deliver targeted solutions and drive innovation through your unique perspective and skills. At Nike, Inc., your work directly contributes to our global impact. Be Part of a Great Team Engage in meaningful work that connects with consumers and impacts millions worldwide. Our team benefits from unparalleled capabilities, a commitment to diversity training, and a culture that encourages professional growth and networking. Future-Proof Your Career Advance your career with Nike’s comprehensive benefits and support systems. We provide extensive training, development programs, and leadership courses to help you reach your full potential. Explore Discover how Nike is leading in sustainable innovation and pushing the boundaries of what’s possible in the sports industry. The Nike Employment Experience Our combined efforts in innovation, culture, and leadership make Nike, Inc. not just a place to work, but a place to grow a rewarding career. Clients and employees alike look to Nike for new strategies and impactful solutions in a rapidly evolving industry. Stay Connected Join Our Team Search for open positions that match your skills and interests. We are always on the lookout for curious, driven, creative, and solution-oriented team players. SEARCH NIKE JOBS Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding opportunities that await at Nike, Inc.
Learn more about NIKE, Inc
Size
73,300 employees
Market Cap
$184.6 billion
Industry
Net Income
$2.8 billion
Founded
1964
5 Year Trend
+6.3%
Revenue
$38.2 billion
NASDAQ

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