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Senior Manager, Omni Operations


new york, NY, US

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.


Senior Manager, Omni Operations / Systems / New York, NY


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 Senior Manager of Omni Operations / Systems will lead the implementation of all systems initiatives across the North American Retail organization, ensuring we are always leading with an Omni mindset. This position will manage the implementation, production, organization and timely distribution of systems enhancements and related materials supporting key brand initiatives.  This individual will work in a highly collaborative role with a very broad group of corporate business partners and the Field Leadership team.


The successful individual will leverage their proficiency in Omni Operations to…

  • Responsible for the ongoing management and continuous development of in-store systems across the NA organization with a primary focus on POS / mobile POS and OMS.
  • Develop and define requirements for the systems changes / enhancements necessary to support the business.  Ensure any process variations for different channels / countries are considered.
  • Seek out opportunities to implement systems solutions across stores and online, in cases where this may not be possible, deliver a standardized customer experience across channels.
  • Work with IT, Field Leadership and cross functional business partners to develop / finalize business requirements – ensuring all elements are as user friendly and efficient as possible.  Partner with IT and appropriate vendors to finalize and sign-off on requirements. 
  • Lead the testing, documentation and communication of all updated and new system enhancements / implementations.
  • Own the pilot and rollout process / timeline for new technology and updated processes while partnering with appropriate business partners to ensure alignment. 
  • Partner with the network team on the management and continuous evaluation of the store network platform to ensure this infrastructure can successfully support the needs of the business.
  • Responsible for the program management of after sales services, including Repairs and (Re)Loved. 
  • Responsible for the initial launch & ongoing program management of Coachtopia.
  • Drive store fill process to consistently achieve fulfillment rates over 90%.  Enable this through the implementation of efficient processes, timely / actionable reporting and follow-up & consistent / continuous evaluation of safety stock levels, store order caps & routing logic.
  • Partner with End to End Fulfillment team on strategy, process improvements, and issue resolution to meet delivery SLAs and improve customer satisfaction.
  • Partner with the Omni Customer Experience team on the development and implementation of Omni tools and services.
  • Develop and maintain an expert level knowledge for all in-store applications and systems.
  • Stay current with changes to the business that could necessitate process, application or report updates.  Define and prioritize any new needs in order to manage it within the current priority list and within the available resources.
  • Explore and seek input for new technology solutions to further improve field operations.
  • Maintain and execute elements of our department’s business continuity plan in relation to the management of system outages. 
  • Oversee the development and timely distribution of POS and systems-related training materials and other materials supporting key field initiatives. 
  • Partner on any systems / POS set-up requirements to facilitate in-store and pop-up events in partnership with the Marketing, PR and Customer Experience teams.
  • Collaborate with local and international business units to share information and best practices.  As appropriate, collaborate and share best practices across brands.
  • Monitor email periodically after hours to react to any urgent or time sensitive issues.


The accomplished individual will possess…

  • Strong written and verbal communication and presentation skills.
  • Highly organized and proactive with the ability to prioritize and manage multiple tasks with strong attention to detail and accuracy.
  • Experience working across many functional areas of a company.  Can successfully relate to and communicate with individuals at all levels of the organization and can collaborate with various backgrounds and styles.
  • Ability to gain consensus and work in a challenging, fast paced and highly collaborative environment.
  • Ability to implement strategies, monitor progress and make necessary adjustments to achieve objectives.
  • Ability to proactively troubleshoot and problem solve.
  • Displays authenticity, flexibility and agility to adapt to a changing business and corporate environment.
  • Creativity, practicality and ability to deal with complex business matters.
  • Superior follow through, organization and customer service oriented.


An outstanding professional will have…

  • Bachelor’s degree with a minimum of 6-8 years of relevant work experience including at least 3-4 years of operations or systems experience with a retail focus.
  • Superior computer skills & overall systems savvy, with advanced working knowledge of Word, Excel, POS and Mobile POS systems.  
  • Experience in managing and developing a team.
  • Curiosity and a passion to learn and to make an impact.





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. Visit Coach at


BASE PAY RANGE 92,000 TO 115,000
Click Here - U.S. Benefits Summary

Req ID:  107259

Nearest Major Market: Manhattan
Nearest Secondary Market: New York City

Job Segment: Operations Manager, Marketing Manager, Outside Sales, Operations, Marketing, Sales

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