Assistant Manager, Site Innovation & Operations, NA Ecommerce

Primary Purpose

Ensure strong day-to-day site operations and performance, proactively monitoring site health and acting as the first line of defense for issue triage, prioritization and resolution.

The successful individual will leverage their proficiency in eCommerce to...

Oversee Day-to-Day Site Operations

• Monitor site health through diagnostics, proactively identifying and mitigating risks and areas for improvement
• Act as first line of defense for site issues, triaging and delegating to appropriate partners
• Define and manage issue severity levels, ensuring appropriate prioritization and response times
• Track, document, and drive issues through to resolution, ensuring accountability across teams

Report Insights and Drive Improvements

• Report on site diagnostics, NPS, and Medallia insights to inform decisions and improvements
• Lead operational communication within the greater ecom team + relevant cross-functional partners
• Serve as primary liaison between Site Operations, Customer Care, VOC, and Digops teams
• Align partners on priorities, incident response, and continuous improvement initiatives

Communication and Coordination

• Own creation, maintenance and communication of the ecommerce site refresh/launch roadmap
• Communicate roadmap updates, timelines, and dependencies to stakeholders
• Manage setup and execution of validation calls with support and technical teams
• Create floorset documentation and Holiday Readiness decks
• Support site releases, floorsets, and high traffic events to ensure operational readiness and stability

Competencies

• 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.

Coach’s Commitment

• 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.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401 (K)
• Paid Paternity and Maternity leave
• Commuter Benefits
• Disability insurance
• Tuition assistance