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Sr. Manager, Coach Customer Care

JACKSONVILLE, Florida, United States
Closing date
28 Feb 2024

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Job Details

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 growing global house of brands committed to stretching what's possible. TheTapestry family of brands 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.

Sr. Manager, Coach Customer Care

Jacksonville, Florida

Primary Purpose: The Sr. Manager for Coach Customer Care will be responsible for leading a multi-channel, multi-site retail contact center located in Jacksonville, FL. This position is responsible for the implementation and execution of brand-enhancing customer service initiatives, while developing and leading a team of service professionals to achieve departmental goals. Tactical emphasis is on customer care, sales, quality management, recruiting, coaching, and training.

The Sr. Manager's success is measured by our ability to effectively execute and balance an elevated experience for our customers (and associates) with strong sales and financial performance. The leader in this role actively contributes to strategic operational initiatives as well as daily business decisions. This position will report into the Sr. Director, Coach Customer Care.

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

  • Design processes that model The Coach Experience sales and service protocols, increase efficiency, and support accelerated growth.
  • Lead and develop a high performing and motivated team of leadership 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.
  • Provide strategic leadership to our onsite and outsourced teams, broadening and elevating their abilities.
  • Develop and execute reward and recognition programs designed to increase employee morale while driving performance success.
  • Create succession plans for key roles within the Contact Center, ensuring a bench of future leaders.
  • Drive customer service, sales, and quality metrics to achieve departmental goals.
  • Manage third-party vendors to deliver on key performance indicators that are in alignment with Coach's operational objectives.
  • Partner with Training & Quality Assurance Leadership to execute on-going initiatives to support improved performance and associate development.
  • Partner with Sr. Director to prepare AOP (budget); ensure established financial objectives are achieved.
  • Analyze key business drivers; leverage data to make recommendations and changes necessary to balance cost and service objectives.
  • Serve as Customer Care Business Lead on cross functional project teams to execute strategic initiatives.
  • Provide subject matter expertise on tools and technology needed to evolve the customer experience in line with Coach's omni-channel strategy.
  • Perform other duties and projects as assigned.

The accomplished individual will possess...

  • Bachelor's degree in a related field or equivalent experience.
  • 5+ years' senior leadership experience in a high-volume, inbound, multi-channel customer contact center, preferably within a luxury retail brand.
  • Proven experience in developing and building high performing teams; ensuring talent and bench strength is available to support company growth.
  • Strong working knowledge of contact center operations, technologies, systems, and processes.
  • Demonstrated abilities in understanding an organization's goals/objectives and transforming into broad actionable strategies that drive team behaviors and quality execution.
  • Exceptional oral and written communications skills and the ability to effectively present ideas and information through different mediums.
  • Proven capability to thrive and multi-task in a very fast-paced environment.
  • Resourceful, organized, and high level of attention to detail.
  • Highly adaptable to changes in priorities and business conditions while still driving towards results.
  • Demonstrates curiosity and a growth mindset.
  • Ability to form strong cross-functional relationships and influence others to drive to a common goal.
  • Skilled in making data-driven decisions to create actionable insights, refine strategies, and enhance operational efficiency.

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-RE1 #HYBRID

Americans with Disabilities Act (ADA)

Tapestry, Inc. will provide applicants and employees with reasonable accommodation for disabilities or religious beliefs. If you require reasonable accommodation to complete the application process, please contact Tapestry People Services at 1-855-566-9264 or

Visit Coach at

Work Setup

BASE PAY RANGE $85,000.00 TO $100,000.00 Annuallyplus a significant bonus
Click Here - U.S Corporate Compensation & Benefit


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