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Sr. Manager, Product Management - Customer Service Experience

Tapestry

New York, 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: Sr. Manager, Product Management – Customer Service Experience

 

Primary Purpose: Reporting to the Director, Global Digital Omni-Channel Experiences, the Sr. Manager, Product Management – Customer Service Experience will champion and drive the vision and strategy for Customer Service applications and omni-channel solutions across all Tapestry brands.

 

The successful individual will leverage their proficiency to...

  • Define the product strategy for the omni-channel customer service experience, define and execute against a clear product roadmap to increase critical metrics and improve customer sentiment.  Translate highest priority opportunities into compelling business cases that define business value and ROI.
  • Drive all customer service initiatives including customer care service software, eCommerce site self-service features, telephony systems, product repairs, live chat,and more to improve the customer’s pre and post purchase experiences
  • Identify, assess, and prioritize initiatives that solve customer pain points and improve our Net Promoter Score by reviewing voice of the customer feedback.
  • Make product decisions that are rooted in data- leveraging analytics, A/B testing and an understanding of customer needs/trends, to assess current Tapestry experiences.
  • Partner effectively with cross functional business leaders—including Retail, Customer Service and Digital teams across markets, Customer Experience, Marketing, Creative, IT, Operations, and third party vendors—to effectively roll out and globally scale highest impact initiatives
  • Move with agility to define, design and release iteratively great products that delight our customers, leveraging AB testing and continuous customer feedback collection
  • Leverage an entrepreneurial and resourceful mindset and strong collaboration skills to test, pilot, and iterate on high impact initiatives
  • Monitor and maximize ongoing impact and performance of initiatives against expectations with a focus on optimizing both product and processes to continually improve ROI
  • Continually scan competitive landscape and technology advancements to identify best practices, emerging trends, and innovation opportunities
  • Create and maintain product roadmaps, feature backlogs and product documentation such PRDs, user stories, use cases, user flows, logic flows, and functional specifications

 

The accomplished individual will possess skills to…

  • A Bachelor’s Degree with 6+ years of product experience that include contact center solutions with Salesforce applications experience preferred
  • Possess strong leadership, communication and presentation skills.
  • Excellent written and verbal communication skills—a compelling, impactful storyteller
  • Analytical problem solving and decision making skills.
  • Ability to quickly understand, simplify, internalize and communicate complex or technical concepts.
  • Experience working in scrum/agile management methodologies a plus
  • Experience with user research, AB testing, and other techniques to validate and inspire ideas.
  • Resourceful, ability to understand that constraints breed creativity, and you thrive in an environment that includes limited resources.
  • Collaborative and a passion for digital products - not just the way they work but how they feel to the end user.
  • Have a point of view and be an active listener.
  • Strong understanding of digital platforms and technologies; experience with SFSC and SFCC platform preferred
  • Deep understanding of customer journeys with proven ability to transform customer needs into actionable product roadmaps and requirements
  • Ability to inspire and partner with diverse individuals at all levels of the organization in a global, highly cross-functional and matrixed environment
  • Self-directed, resourceful, and adept working in ambiguous environments
  • Global 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. #LI-JV1 Visit Tapestry, Inc. at http://www.tapestry.com/

Req ID:  87103


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