Lead, Signature Services Operations, NA

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.

Who You'll Work With

You'll work across Nike Direct's operational ecosystem, partnering closely with Store Operations, Retail Operations, Store Leaders, Digital Operations, Global Services Teams, Technology, Retail Excellence, and Consumer Services partners. This role acts as the connective tissue between service strategy and store execution, aligning operational capabilities, support processes, and performance management systems to ensure Signature Services are delivered consistently across North America.

Who We Are Looking For

You are an operational leader with a passion for creating scalable, consumer-facing experiences. You excel at translating complex programs into simple, repeatable execution models and are energized by solving operational challenges. You understand how store labor, service capacity, equipment readiness, and support processes work together to create seamless consumer experiences.

You are highly organized, detail-oriented, and comfortable managing multiple workstreams simultaneously. You bring a continuous improvement mindset, leveraging data and operational insights to drive efficiencies, elevate service quality, and improve execution consistency. You thrive in a matrixed environment and influence stakeholders through strong collaboration, operational expertise, and disciplined execution.

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.

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.