Associate Manager, Site Operations

New York, New York, USA
17 Sep 2021
14 Oct 2021
Primary Purpose:
The Associate, Site Operations for North America e-Commerce team will help lead site redesign (TORo migration) and site operations for the digital business to achieve financial and performance targets. The ideal candidate will bring a strong operational background with knowledge of Demandware, PIM, Google Analytics and agile systems with an ability to communicate with technical and non-technical stakeholders and a commitment to consistently improve the customer experience.

The successful individual will leverage their proficiency to...
- Assist in and monitor all site prep activities for site redesign (TORo migration) to ensure a seamless launch
- QA the site daily with a customer mindset as it relates to content, browse, checkout funnel, my account and other functionalities
- Partner with Tapestry digital teams to resolve issues and communicate business needs
- Provide ongoing support during site prep, go live and post-go live activities
- Ensure a best-in-class shopping experience for our customer
- Assist in site merchandising and QA'ing site daily
- Log and track site bugs and see them through to resolution by working cross functionally with Digital Operations team to mitigate, resolve and report on root-cause
- Collaborate with Manager to UAT new product features prior to release
- Adapt to a test-and-learn culture by assisting in developing A/B tests briefs
- Refine on-site search, filters and sort experience
- Validate searches are effective at driving customers to correct shops and products, recommend experience for keywords with no results and setup redirects
- Assist in building out and developing filters/sort opportunities based on product assortment, seasonal trends and competitive landscape
- Participate in weekly team meetings to recap business results and follow up on actions to drive growth
- Analyze KPIs on new site functionalities, site search, and filter/sort; provide recommendations based on results as well as guide ongoing improvements and optimization to drive conversion
- Collaborate with Tapestry digital team on new dashboards or tagging implementation to measure on site data
- Manage and execute promotional activities
- Ensure proper setup and execution to minimize customer friction, track inventory levels and respond quickly to changes
- Analyze KPIs to track and share performance
- Communicate roadblocks and promotion updates to Customer Care team

The accomplished individual will possess...
- BA or BS degree preferred
- Minimum 2-4 years of Site Operations orrelevant e-Commerce experience required
- Good product sensibility and ability to merchandise sites in a visually appealing way; or prior merchandising experience
- Demonstrate strong logical analysis and problem-solving skills
- Flexible and adaptive to changing priorities; able to organize, multi-task and prioritize workload to meet deadlines
- Team-oriented with ability to interact with team members and partners across functions and levels
- Outstanding attention to detail and accuracy required; a thirst for learning and success; desire to learn new technologies
- Must have strong Excel skills; Demandware (Salesforce Commerce Cloud) experience a preferred; Google analytics experience a plus

Our Competencies for All Employees
- Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
- Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
- Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
- Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
- Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
- Perseverance: Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.
- Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
Our Competencies for All People Managers
- Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
- Building Effective Teams: Blends people into teams when needed; creates strong moraleand spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
- Managerial Courage: Doesn't hold back anything that needs to be said; provides current, direct, complete, and "actionable" positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.

Coach is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. #MS-LI1 Visit Coach at

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