• Collaborate daily with Elite Service Team Athletes, BPO partners, and cross-functional teams across Digital, Retail Stores, Supply Chain, Legal, Finance, and Technology to solve challenging consumer issues together. • Lead complex escalations with accuracy, empathy, and strong judgment—often stepping into ambiguous situations and guiding teams toward the right outcome. • Partner with outsourced vendor teams to align workflows, drive consistency, and ensure every interaction reflects Nike’s brand standards. • Coach and develop EST Athletes, providing clarity, feedback, and support so they can deliver confident, high-quality service. • Own Workforce Management responsibilities—including forecasting, scheduling, and real-time adjustments—to ensure the team stays ready for changing volume and demand. • Build and analyze reporting, dashboards, and performance trends to identify friction points, inform decisions, and drive continuous improvement across NACC.