Digital Loss Prevention Operations Manager - North America

Job Description

As the Operations Manager of North America Digital Loss Prevention, you will lead a team of managers and analysts supporting abuse and payment risk mitigation in our digital business. You will be responsible for ensuring resources are properly aligned to execute against key priorities, maintaining SLA’s, improving quality, and maximizing productivity.

You will develop teams to support evolving challenges in e-commerce risk/abuse and will lead in a metrics driven performance management environment. You will be responsible for setting goals and expectations that challenge and elevate each team, fostering a culture of development, growth and fun!

At Nike, we believe ‘There is no finish line’. The right candidate will have a passion for continuous improvement and tenacity for leading and motivating high performing teams. You will be able to balance strategic thinking with meticulous execution and will work cross-functionally to solve difficult challenges, delivering solutions to reduce risk while ensuring a great experience for our consumers.

Roles & Responsibilities

• Develop, lead, and run a multi-functional digital loss prevention team with various skillsets and tenure.
• Provide direction and support to ensure teams meet performance expectations, as well as have the proper coaching and tools to be successful.
• Develop and document best practices to improve team quality and productivity.
• Handle workflow, capacity and schedules to ensure SLA’s are met.
• Assist Digital Loss Prevention Leadership Team in resource planning and budgeting.
• Support and lead in aligning processes across key partners – Supply Chain/ Finance/ Payment Operations/ Legal/ Internal Audit/ Law Enforcement/Security/ Retail Loss Prevention.
• Maintain knowledge of ecommerce risk trends, schemes, performance drivers, mitigation tools, and payment policies. Understanding impacts to Nike’s business and recommend potential solutions.
• Work with the team to identify new tools and technology to best support the business.
• Respond to escalated loss prevention issues, industry risk alerts, bank alerts, and consumer alerts.
• Support product launch processes for mitigation of quantity limits abuse and payment risk.
• Act as Digital Loss Prevention subject matter expert for all business partners, troubleshoot system related issues providing support to all departments.
• Lead investigations, interviews and partner with all Loss Prevention and security partners for internal and external investigations.
• Participate in industry trade groups and foster merchant network partnerships.
• Build and articulate business case analysis.
• Understand the vision, direction, and culture of Nike Digital Loss Prevention.

• Bachelor's degree in Business, Finance, Economics, or experience in a related field is highly preferred.
• 6-8 years of experience leading and developing high performing teams of varying tenure and functional expertise within a fast paced and dynamic environment required.
• 4-6 years of experience in e-commerce required with experience in fraud prevention and / or operations highly preferred.
• Analytically minded with experience working in a metrics driven performance environment required.
• Advanced Excel, Word and PowerPoint skills required. Keynote skills highly preferred.
• SQL skills highly preferred.
• Strong oral, written, and presentation skills with the ability to articulate complex business concepts.
• Prior experience presenting, communicating, and influencing cross-functionally, as well as across all levels of leadership within an organization.
• Ability to effectively manage time and prioritize to achieve results.
• Self-disciplined, diligent, proactive, and detail oriented.