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Manager, Site Operations

Tapestry

New York City, NY, US

Explore the possibilities across our global house of brands.

Defined by inclusivity rather than exclusivity, Tapestry embraces the exploration of individuality and invests in helping you grow personally and professionally. Every individual in our global house has the opportunity to make an impact, learn and be part of our growing and unique story.

At Tapestry, we have the freedom to express ourselves and run with our best ideas across Coach, Kate Spade New York, and Stuart Weitzman. We share a profound belief in both our individual and collective potential, and know that with hard work and dedication, anything is possible.

Job Title: Manager, Site Operations

 

Primary Purpose:

The Manager, Site Operations plays a critical role in driving a frictionless digital customer experience across our brands. Acting as a champion for both the brand and customer, they will partner closely with business and technical teams to close the loop on open defects & functional issues on site. They will leverage available data and practices to identify opportunities that will better mitigate risks and increase efficiencies across all channels.

 

The successful individual will leverage their proficiency in Digital Operations to... 

  • Participate in all aspects of the incident management process, from evaluation to resolution. The Site Operations Manager will be responsible for:
  • Partnering with Support & Analytics teams measure incident impact
  • Collaborating with cross functional teams to help triage technical & UX related defects
  • Leading communication to brand partners, escalating critical issues to management
  • Documenting issues, creating procedures & training brands on how to prevent similar problems in future
  • Actively monitor ticketing systems (JIRA/Service Now) to ensure high impact defects are continuously moving, being resolved within SLA and status communicated back to stakeholders
  • Monitor key site metrics on a recurring basis. S/he will be responsible for digging into emerging trends, identifying root causes and escalating issues to key Product/IT partners for resolution
  • Proactively work with brands to ensure key initiatives are tested/meet business needs before going Live
  • Partner with DigOps and IT teams to regularly maintain runbooks, directories & training documentation
  • Further drive operational efficiency across the organization by recommending & implementing process changes within the digital landscape
  • Attend and participate in cross functional meetings, including daily stand-ups, validation calls and process improvement working groups
  • Assist brands with content & promotional set up when needed

 

The accomplished individual will possess…

  • Driven by operational processes/challenges, with a knack for figuring out how to make things work with a lean team
  • Highly analytical individual with close attention to detail
  • Demonstrates ability to draw insights from data, as well as make decisions based on imperfect data
  • Demonstrates ability to balance competing priorities based on strong, objective business judgement
  • Customer-centric, with a sound understanding of customer experience management
  • Accountable, responsible but panic-free approach when faced with critical and time-sensitive issues
  • Strong follow-up skills and sense of urgency
  • Ability to effectively communicate complex technical concepts to non-technical partners
  • Strong relationship building skills, as position will require collaboration across a multitude of disciplines & organizational hierarchy
  • Consistently demonstrates regular, dependable attendance and punctuality

 

An outstanding professional will have…

  • 3-4 years of demonstrable experience in Agile, Lean or Scrum or similar delivery environment
  • BA / BS in Business, Technology or Systems Management Discipline
  • Experience with an enterprise PMiS required (JIRA, Service Now)
  • Experience creating & sharing data visualizations to provide a clear story
  • Stays abreast of industry best practices
  • Strong written, oral and presentation communication skills
  • Strong interpersonal skills and the ability to build trust and partnerships with key stakeholders
  • Retail / e-commerce experience preferred

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. Visit Tapestry, Inc. at #LI-MS1 http://www.tapestry.com/

Req ID:  88908


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

Job Segment: Operations Manager, Operations