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Training and Quality Manager, Customer Care


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.

NOTE: This position is an onsite based opportunity in Jacksonville. Please note we are fully enforcing safety and social distancing requirements to ensure compliance with COVID safety guidelines.


The Training and Quality Customer Care Manager is responsible for the training delivery and ongoing performance management of a multi-site, multi-channel Contact Center. This position is responsible for the consistent achievement of Coach’s quality and productivity expectations. Additionally, this role is responsible for leading the communication and quality assurance efforts that support our existing brand-enhancing customer service initiatives.


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


The successful individual will leverage their proficiency to…


  • Develop training strategy to include schedule, content and assessments leveraging existing tools to conduct both in person and remote training activities.
  • Recommend, design and implement learning paths tied back to measurable business objectives.
  • Utilize adult learning principles to build and iterate upon new hire and ongoing training needs.
  • Work with leadership team to establish closed loop processes that ensure continuous improvement in training and knowledge management.
  • Prepare and present executive level project plans and training plans.
  • Develop and implement a proactive internal communications strategy.
  • Update and maintain internal knowledge base and manage weekly newsletter execution.
  • Evaluate contacts to ensure compliance with our Coach Experience sales and service protocols and assess the quality of the customer experience.
  • Manage outsourced provider’s quality performance, ensuring the company’s objectives are consistently met.
  • Coordinate and facilitate call calibration sessions with the department’s leadership team and outsourced provider.
  • Review and analyze customer satisfaction reports and identify training opportunities.
  • Perform additional duties as assigned.


The individual will possess…                                                

  • 3+ years’ experience developing and overseeing contact center training.
  • Proven ability to work and communicate with all levels of the organization including cross-functional teams.
  • Demonstrated presentation and facilitation skills.
  • Strong prioritization and time management skills with ability to delegate effectively.
  • Ability to set strategy and follow through on tactical implementation and execution of initiatives.
  • Excellent organizational skills and attention to detail.
  • Ability to adapt to changing environments and effectively manage change by providing hands on leadership.
  • Skilled with using data and analysis to drive decision making.
  • Proficiency in all Microsoft Office applications is required.
  • Schedule flexibility, including evening, weekend and holiday hours as dictated by business need.



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.


Tapestry, Inc. 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 - YA1 Visit Tapestry, Inc. at

Req ID:  79305

Nearest Major Market: Jacksonville

Job Segment: Training, Outside Sales, Performance Management, Operations, Sales, Human Resources