Associate Manager, Customer Care

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.

Primary Purpose: The Associate Manager for Coach Customer Care will be responsible for supporting the Ambassador function within the multi-channel retail contact center, located at our distribution center in Jacksonville, FL.  This position is responsible for execution of brand-enhancing customer service initiatives, while developing and leading a team Customer Care Ambassadors to achieve departmental goals. Tactical emphasis is on customer care, escalation management, quality management, recruiting, and coaching.

The Associate 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 specific to the Ambassador team. This leader will be responsible for ensuring the tactical execution of KPIs that ensure a protected client experience and continuing skill development of our Customer Care Ambassador team.

This position will report into the Sr. Manager, Customer Success.

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

• Lead and develop a successful team of Tier II service professionals, building the necessary knowledge, skills, and capabilities to execute our business strategies and maintain the highest level of customer service.
• Foster a culture of excellence, collaboration, communication, growth, and accountability for the Ambassador team
• Provide feedback to all direct reports through quality and coaching sessions utilizing quality scorecards and productivity reports to measure performance.
• Document all performance management activities including coaching sessions, corrective performance actions, and annual reviews
• Design and support escalation and help desk processes that model The Coach Experience sales and service protocols, increase efficiency, and support accelerated growth.
• Develop and execute reward and recognition programs designed to increase Ambassador morale while driving performance success.
• Champion Ambassador specific engagement strategies and work with Senior Manager to identify opportunities.

• Prepare reports and analyzing escalation and other related data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Effectively partner with Training team to share data trends related to associate contacts to improve overall awareness.

• Work closely with Workforce Management team to ensure proper intra-day staffing, time off calendars, and seasonal staffing models.
• Drive customer service, sales, and quality metrics to achieve departmental goals.
• Partner with Training and QA to identify on-going training/quality initiatives to support improved performance and associate development.
• Maximize current tools and technology to support sales and service initiatives.
• Serve as subject matter expert on cross functional project teams to execute strategic initiatives.
• Perform other duties and projects as assigned.

The accomplished individual will possess...

• 1+ years' leadership experience in an inbound, multi-channel customer contact center, a combination of education and experience will be considered

• Working knowledge of contact center operations, technologies, systems and processes.
• Ability to form cross-functional relationships and influence others to drive to a common goal.
• Proven experience in driving performance using KPIs and creating positive engagement through coaching.
• Exceptional level of skill in both oral and written communications and the ability to effectively present ideas and information.
• Strategic perspective on business and operational issues.
• Highly adaptable to changes in priorities and business conditions while still driving towards results.
• Competency in driving results through tactical accountability processes to ensure protected client experience.

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 morale and 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.

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. 

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 employeerelations@tapestry.com                                    

Visit Coach at www.coach.com.

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Work Setup: HYBRID

BASE PAY RANGE $55,000.00 TO $65,000.00 Annually
Here are some of the benefits that we offer: Medical insurance, Dental insurance, Vision insurance, 401 (K), Paid Paternity and Maternity leave, Commuter Benefits, Disability insurance and Tuition assistance. Please click here for a complete list of U.S Corporate Compensation & Benefits.