Customer Care Operations Manager

Jacksonville, Florida, United States
24 Nov 2022
07 Jan 2023
Customer Service
Coach is a global fashion house founded in New York in 1941. Inspired by the vision of Creative Director Stuart Vevers and the inclusive and courageous spirit of our hometown, we make beautiful things, crafted to last-for you to be yourself in.

Coach is part of the Tapestry portfolio - a global house of brands committed to stretching what's possible.

A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive. Visit Our People page to learn more about Tapestry's commitment to equity, inclusion, and diversity.

Operations Manager, Coach Customer Care

Primary Purpose: The Customer Care Support Operations Manager will lead a multi-brand, multi-channel back-office team of professionals located at our distribution center in Jacksonville, FL. This position is responsible for ensuring that daily tasks are completed accurately, efficiently and within service expectations. The Customer Care Support Team services internal and external partners as we ensure a seamless transactional journey for our customers. This team works in collaboration with Sales, Marketing, Finance, and Fulfillment Centers to complete a number of pre/post order processes including returns, appeasements, and holds management.

This individual is responsible for managing staffing, scheduling and workflow for the team and managing managers. The Operations Manager will mentor managers and others in developing leadership behaviors and establish a culture of talent development at all levels. The Operations Manager will also act as a liaison between warehouse and store operations, 3rd Party shippers, and cross-functional departments.

This position will report into the Sr. Manager, Coach Customer Care.

The successful individual will leverage their proficiency in strategic leadership and customer service operations to...

  • Lead and develop a strong, motivated team of leaders and service professionals, building the necessary knowledge, skills, and capabilities to execute our business strategies and maintain the highest level of customer and employee satisfaction
  • Compile and communicate metrics that provide clear indicators of department performance, risks, successes, and failures
  • Analyze key business drivers; leverage data to make recommendations and changes necessary to balance cost and service objectives
  • Maximize current tools and technology to support ad hoc initiatives and manage exceptions
  • Develop and execute reward and recognition programs designed to increase employee morale while driving performance success
  • Create succession plans for key roles within Customer Care insuring a bench of future leaders
  • Create and enforce processes and policies that support our competencies, looking for ways to simplify and streamline, incorporating feedback from all levels to continually improve
  • Partner with Sr. Manager to prepare AOP (budget); ensure established financial objectives are achieved
  • Determine work procedures, preparing work schedules, and expediting workflow
  • Provide subject matter expertise on tools and technology needed to evolve the customer experience in line with Coach's omni-channel strategy
  • Work collaboratively with cross-functional partners to meet organizational objectives
  • Perform other duties and projects as assigned

The accomplished individual will possess...

  • Bachelor's degree in a related field or equivalent experience
  • Solid experience managing people who manage others.
  • Thrive in fast-paced environments, be able to manage through ambiguity and complexity, and invent and simplify processes
  • Strong working knowledge of business technologies, systems and processes
  • Drive a culture of accountability, continuous improvement, and personal excellence
  • Ability to form strong cross-functional relationships and influence others to drive to a common goal
  • Demonstrated abilities in understanding an organization's goals and objectives and transforming into broad actionable strategies that drive team behaviors and quality execution
  • Proven experience in building, leading, motivating and retaining high performing teams; ensuring talent and bench strength is available to support company growth
  • Exceptional level of skill in both oral and written communications and the ability to effectively present ideas and information.
  • Ability to dive deep to include root cause analysis and develop action plans in support of process improvements
  • Highly adaptable to changes in priorities and business conditions while still driving towards results

Our Competencies for All Employees

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.

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.
  • Developing Direct Reports and Others:Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
  • Building Effective Teams: Blends people into teams when needed; creates strong moraleand spirit in theirteam; 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.

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. #LI-RE1Visit Coach at

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