Sr. Manager, Customer Satisfaction

We believe that difference sparks brilliance, so we welcome people and ideas from everywhere to join us in stretching what’s possible.

At Tapestry, being true to yourself is core to who we are. When each of us brings our individuality to our collective ambition, our creativity is unleashed. This global house of brands – Coach, Kate Spade New York, Stuart Weitzman – was built by unconventional entrepreneurs and unexpected solutions, so when we say we believe in dreams, we mean we believe in making them happen. We’re always on a journey to becoming our best, but you can count on this: Here, your voice is valued, your ambitions are supported, and your work is recognized.

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.

Position Summary: The Sr. Manager, Customer Success will be responsible for executing brand-enhancing customer service initiatives within a multi-site/multi-channel environment. They will accomplish this by providing strategic leadership for our Tier 2 escalation, Quality Assurance, Voice of the Customer, and Internal Communications teams. In addition, they will ensure the delivery of consistent and expected service outcomes across all sites through direct leadership and vendor oversite. The Sr. Manager, Customer Success will uphold the culture of quality by fostering an environment of positive communication and continuous improvement while ensuring that our organization is successfully equipped to adapt to changes that impact our broader business and customer care. This individual will be responsible to ensure the team meets compliance in the day-to-day program interactions and is passionate about mentoring and guiding our employees towards delivering superior best in class quality service.

This individual will exhibit strong influencing skills that effectively motivate employees They will possess analytical skills to view the bigger picture across the enterprise with solid experience working in call centers, quality assurance and third-party operations.

Customer Care Quality

• Manage ad-hoc and special projects as requested by Senior Leadership.
• Evaluate people, process, and technology improvements to enhance Customer Care’s ability to improve customer satisfaction and maintain compliance.
• Formulate recommendations to improve Customer Care’s contact quality, with focus on maintaining our Brand’s Expressive Luxury Customer Experience improving customer service scores on surveys, while driving improvement in NPS scores.
• Work collaboratively with the Quality teams (Quality Assurance, and Interaction Analytics) to maintain a work environment where all associates embrace the common goal of excellence and ensure congruent quality efforts and knowledge transfer.
• Work with quality organization to identify any needs and training opportunities, while working to maintain a culture of outward mindset and collaboration among teams.
• Collaborate with operational leadership to help educate staff on quality findings, mitigating future quality shortfalls, and enhancing quality assurance measures. Provide timely and effective communication to the Supervisors regarding all issues impacting departments.
• Expertise in Call Center Quality; responsibilities focus on creating a positive and productive working environment while developing and maintaining an organization with a passion for excellence, compliance, and ongoing quality improvement.
• Provide coaching and support in the completion of their daily and monthly tasks and meeting program service levels.
• Engage with Operational Leaders and Call Center QA Analysts to promote a positive, engaging, and productive work environment.
• Oversee the Contact Evaluations and Contact Calibration Program; work with quality analysts and operational leaders across all locations to recommend improvements.

Team Management

• Provide strategic leadership to our Tier 2 Customer Care Professionals
• Reward and recognize the team and organization as outlined in our recognition program for direct reports, including coaching, recognition, rewards, providing direct feedback and written evaluations to enhance personal and professional development.
• Influence and provide guidance to employees outside of their area of expertise, around policies, practices, and procedures.
• Focus on supporting developmental opportunities on an ongoing basis. .
• Assure that all documentation for each process/program is accurate and up to date.
• Work with leadership to conduct reviews and personal development plans as defined in the Performance Management process.
• Provide ongoing performance feedback, coaching and counseling of Team Lead(s) and other Operational Leaders to ensure consistent performance.

Interaction Analytics

• Collaborate with senior management, and third parties to translate business objectives into data analytics strategic/tactical business and systems development plans.
• Assure that daily, weekly and monthly reporting is accurately completed on time.
• Work with the Voice of the Customer Analyst team to create/update appropriate lexicons and manage the interaction analytics dashboards.
• Ingest and translate the needs of senior leadership to support continuous improvement of Customer Care processes and outcomes.
• Review trend analysis and collaborate with Analyst, Training, Operations, and Third Parties to close performance gaps.
• Partner with cross-functional Tapestry partners to develop strategies and initiatives to improve optimal performance in quality metrics.
• Develop models to understand the drivers of performance on key quality measures, inclusive of internal and external benchmarking.

Communications/Knowledge Management

• Create communication strategy including tools, systems, and processes that support internal communications goals.
• Collaborates with various interdepartmental teams to ensure internal communications present a compelling brand that aligns with the corporate/department brand and overall communication strategy.
• Collaborates closely with department leaders to ensure that communication programs, decisions, and announcements align with the corporate communication strategy and that messaging is delivered in an engaging method.
• Collaborates with the Training and Quality departments to ensure that product and process updates are captured in communications and knowledge articles.

The qualified individual will possess the following skills and competencies…

• Ability to be flexible and work consistently in a dynamic and changing environment.
• Ability to effectively present ideas and information across multiple organizational levels.
• Demonstrated employee relations skills, experience leading a team, developing, coaching, providing feedback and written evaluations to enhance professional development and achievement of goals.
• 5+ years of supervisory/management experience preferred
• Advance proficiency in Microsoft Office Suite and other analytical tools.
• Previous experience with interaction analytics platforms such as Nice, Verint, and CallMiner.
• Proven problem-solving skills and the ability to successfully adapt to changes that impact the contract center volumes.
• Highly motivated and committed to excellence with a positive attitude.
• 7 years of contact center experience preferred
• Excellent organizational, prioritization and time-management skills.
• Strong customer service orientation.
• Knowledge of Nice CX One, Five9 system, or equivalent.
• Exceptional oral and written communications.
• Knowledge of quality improvement processes and performance measurements.
• Demonstrated project management skills.

Our Competencies for All Employees

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Our Competencies for All People Managers

• 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 his/her 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.
• 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.

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 http://www.tapestry.com/

BASE PAY RANGE $75,000.00 TO $85,000.00 Annually