Manager Nintendo Customer Service Jobs (NOW HIRING)

Nintendo of America

About Nintendo of America: From the launch of the Nintendo Entertainment System more than 30 years ago, Nintendo's mission has been to create smiles through unique entertainment experiences. Here at Nintendo of America Inc., we deliver on this mission by partnering closely with Nintendo Co., Ltd., to bring Nintendo's iconic and cherished franchises including Mario, Donkey Kong, The Legend of Zelda, Metroid, Animal Crossing, Pikmin and Splatoon across the Americas through our video games, hardware systems, and collaborations with partners on a range of other entertainment initiatives like feature films and theme parks.

We are an equal opportunity employer offering a welcoming and inclusive environment in service to one another, our products, and the diverse consumers and communities we call home. For more information about Nintendo, please visit the company's website at https://www.nintendo.com/. 

SUMMARY:

The Nintendo stores department is Nintendo of America's DTC channel for physical store activations. Department supports the two current public locations (New York and San Francisco), the employee store and the occasional pop-up shop experiences. This role oversees and manages projects and programs that support business operations and technical systems for the Nintendo physical retail stores to drive DTC initiatives that deliver consumer-centric solutions, incremental value, and brand experience. The role also includes direct corporate support for the business operations.

DESCRIPTION OF DUTIES

• Manages all project phases and related project resources for identified projects across multiple departments and divisions by using best practices in project methodology, ensuring project implementations are on time, on budget, and of high quality.
• Manages day-to-day logistics of assigned projects, scope and associated tasks.
• Works with leaders to plan and schedule project deliverables, goals, and milestones for complex department, company and global projects.
• Performs or supports the execution of standardized project processes and methodologies.
• Identifies, analyses, defines, and coordinates stakeholder needs and translates them into functional requirements.
• Establishes, communicates, and manages appropriate project scope change management procedures.
• Creates, updates, and maintains all documentation related to the projects including charters, work plans, timelines, issue/risk logs and budgets.
• Conducts comparison processes to identify and develop process improvements; provides recommendations on next steps and manages deliverables.
• Identifies and facilitates systematic improvements through project management best practices.
• Provides subject matter expertise, guidance and PM design support.
• Defines program roadmaps, sets objectives, and manages the end-to-end lifecycle of initiatives, including retail readiness and store improvements
• Oversees and reviews requirements, business process models and recommendations related to proposed solutions
• Collaborates with functional, operational and technical teams for development of programs to support physical stores.
• Leads various activities to support Nintendo stores technology including system integration and user acceptance testing
• Collects requests and prepares system requirements for technical teams to create bug fixes and enhancements
• Supports plan development and management for retail activations including Pop-up store experiences.
• Develops and maintains store operations policy, procedural and training documentation

SUMMARY OF REQUIREMENTS

• Minimum of eight to ten (8-10) years of related experience. Retail/DTC industry a plus
• Experience with solving complex issues where analysis of business, industry or data requires an in-depth evaluation of variable factors.
• Demonstrated ability to execute operational strategic programs to support DTC operations, customer experience, and store performance targets.
• Professional experience with a full understanding of project management methodologies; resolving a wide range of corporate and global issues in creative ways.
• Strong organizational, presentation, and customer service skills with the ability to lead without authority.
• Experience with solving complex issues where analysis of corporate and/or global situations or data requires an in-depth evaluation of variable factors.
• Demonstrates mastery of handling complex cultural situations and project alignment with competing goals and ambiguities.
• Advanced skills in MS Office and online project management tools (SmartSheet, SharePoint, Jira/Confluence, etc).
• Requires specialized depth and/or breadth of expertise in own job family or field.
• Formal Project Management certification (CAPM, PMI, PMP, CSM, etc..) or equivalent preferred.
• Bachelor's degree in Project Management/Business or a related field, or equivalent.

Applicants must be legally eligible to work in the United States to be considered. Visa sponsorship is not available for this role.

This position is hybrid in Redmond, WA. Hybrid positions require regular onsite work following the schedule and guidelines for their division. This position is not open to fully remote status at this time.