Manager, Customer Care and Vendor Partnerships

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.

Primary Purpose: The Manager of Customer Care and Vendor Partnership will be responsible for managing our 3rd Party Vendors for our Inbound Customer Care operations. The ideal candidate will have experience working with third party vendors, an understanding of call center operations, and the ability to effectively monitor vendor performance to ensure quality and operational efficiency. This role will be critical in maintaining vendor relationships/partnerships and ensuring that vendors meet the company's customer experience and operational goals.

The successful individual will leverage their proficiency in Customer Care and Vendor Partnerships to...

• Vendor Relationship Management
  • Build and maintain collaborative relationships and partnerships with vendors, ensuring clear communication and alignment with business goals and objectives.
  • Regularly engage with vendors to discuss performance, address issues, and identify areas of opportunity.  
  • Regularly partner with internal customers on vendor relationship needs / KPI delivery (Training, Workforce, Quality, Interaction Analytics)
• Performance Monitoring
  • Oversee the performance of vendors, ensuring that associates meet or exceed KPIs and quality standards
  • Develop and implement regular performance reviews and regular reporting on vendor performance to Senior Leadership
  • Ensure that the vendor is meeting contractual KPI requirements and if not meeting ensure that the vendor has the necessary action plan in place to meet performance expectations
• Operational Oversight  
  • Partner with Senior Manager to ensure that vendor is meeting operational expectations, i.e. Staffing, Service Level, Handle time etc.
• Issue Resolution 
  • Address any performance issues or challenges that arise with vendors, working to resolve concerns quickly and effectively.
    • Escalate to Senior Manager as needed to ensure timely issue resolution
  • Collaborate with vendors to develop corrective action plans as needed.
• Data Analysis & Reporting
  • Collect and analyze data related to vendor performance, providing regular reports and recommendations to senior leadership.  
  •  Use data insights to partner with Senior Manager to optimize vendor capacity allocations, management, and performance strategies
• IVR / Bot Contact Automation Review / Audit
  • Regularly inspect our bots to ensure that they are functioning as designed
  • Partner with Senior Manager on any updates that you recommend for our bots to contain contacts within the bot
  • Recommend adjustments to the IVR as needed

An Accomplished Individual will Possess...  

• 5+ years of relevant work experience, a combination of education and experience will be considered
• Passport Required
• Understanding of call center operations, including KPIs, SLAs, and quality assurance metrics.  
• Experience managing vendor relationships
• Communication and interpersonal skills, with the ability to build relationships internally and externally.  
• Analytical and problem-solving skills, with a focus on performance improvement and cost management.  
• Ability to work independently, manage multiple priorities, and meet deadlines.  
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)

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.

#LI-CM1; LI-HYBRID

Work Setup: HYBRID

BASE PAY RANGE $70,000.00 TO $83,000.00 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.