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Contact Center Operations & Training Director

Coach

Jacksonville, FL, US

Coach is a leading design house of modern luxury accessories and lifestyle collections, with a long-standing reputation built on quality craftsmanship. Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach. All over the world, the Coach name is synonymous with effortless New York style.

 

Coach is part of the Tapestry portfolio – a global house of brands powered by optimism, innovation, and inclusivity.

 

Primary Purpose: The Director, Training and Customer Success will oversee Coach’s service strategy in a fast paced, multi-site contact center. This person will lead the training, quality assurance and communications teams, owning end-to-end training curriculum and quality programs to drive an elevated experience across all channels. Additional responsibilities include monitoring customer feedback to prioritize improvements within the business, recommending innovative service solutions to ensure an effortless customer experience and providing performance feedback, coaching and mentoring with the goal to continuously raise team performance.

 

Reporting to the Sr. Director of Customer Care, this leader plays a critical role in shaping the customer experience for the department.

 

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

  • Oversee effectiveness of all Customer Care training curricula and the day-to-day functions of the training and quality assurance departments.
  • Lead and develop a strong, motivated team, building the necessary knowledge, skills, and capabilities to execute our business strategies and maintain the highest level of customer and employee satisfaction.
  • Work with Customer Care leadership team to establish closed loop processes that ensures continuous improvement in training and knowledge management.
  • Develop and lead a clear and timely communication strategy, ensuring associates are up-to-date on all promotions, products and processes.
  • Provide strategic oversight to our 3rd party contact centers; insuring a consistent customer experience across both centers.
  • Evaluate pre- and post-order processes to initiate needed site and process improvements.
  • Synthesize various sources of information, develop compelling insights, and deliver story-driven reports/presentations with strategies and recommendations on which stakeholders can act.
  • Serve as the Customer Experience thought leader and change catalyst to initiate needed culture and process improvements
  • Identify customer insights and key drivers of negative and positive customer experience based on analysis of surveys and other feedback sources.
  • Implement new and standardize existing processes to create alignment across the department.
  • Collaborate and work cross-functionally to improve customer loyalty and retention, and other core KPIs.
  • Maintain team engagement and alignment through weekly 1:1s, progress reports, goal tracking.


The accomplished individual will possess...

  • Bachelor’s degree in a related field or equivalent experience.
  • 7+ years’ leadership experience in an inbound, multi-channel contact center, preferably within a retail brand.
  • 5+ years of training and quality leadership experience.
  • Demonstrated abilities in understanding an organization’s goals and objectives and transforming into broad actionable strategies that drive team behaviors and quality execution.
  • Proven leadership skills with a track record of motivating others and maintaining high team morale.
  • Exceptional communication, presentation and influencing skills.
  • Experience with learning, content management and quality assurance systems.
  • Knowledge of best practices in CSAT measurement, analysis and reporting.
  • Highly adaptable to changes in priorities and business conditions while still driving towards results.
  • Excellent attention to detail

 

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 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.
  • 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.  #LI-RE1  Visit Coach at www.coach.com.

Req ID:  90031


Nearest Major Market: Jacksonville

Job Segment: Operations Manager, Training, Operations