Associate Manager, Site Operations

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.
Primary Purpose
The Site Operations Associate Manager on the E-Commerce team will support the digital business to achieve its financial and performance targets. This role will report into the Site Operations Sr. Manager and will be responsible for the overall maintenance of the site and to develop and implement a seamless and engaging customer-focused experience. The ideal candidate is a self-starter, analytical thinker with exceptional attention to detail who can identify opportunities and solutions independently while also executing and working collaboratively across teams such as product, IT, testing, marketing, and third-party vendors.
The successful individual will leverage their proficiency to...

• Participate in weekly and quarterly meetings to recap business performance
  • Analyze site KPIs such as conversion rate, bounce rate and checkout flow to deliver customer behavior insights and provide recommendations to improve performance.
  • Monitor customer data for pre- and post-purchase feedback, deep diving into unusual trends to help solve problems and spot opportunities
  • Report on KPIs for net new functionalities and a/b tests as needed
• Manage site search and implement best practices to drive growth in search conversion
  • Monitor and report on search performance and top keywords
  • Validate and optimize search result pages
  • Recommend experience for null results and setup synonyms and redirects
  • Collaborate with partners to identify and implement the best user experience
• Play a vital role in optimizing the overall site experience to drive conversion growth
  • Support product launches and site refreshes, executing a/b tests, and creating personalized experiences
  • Use customer insights to reduce friction and increase our Net Promoter Score (NPS)
  • Utilize data insights and conduct competitive analyses to make recommendations
  • Manage campaigns to increase product ratings and reviews
• Work closely with digital operation partners and third-party vendors to resolve site bugs
  • Log, track and troubleshoot issues that impact the overall customer experience
  • Prioritize tickets in the backlog to resolve issues in a timely manner
  • Be a key contact for vendors relating to issues/bugs/site opportunities
• Play a crucial role in validating site functionalities and tests before launches
  • Conduct business acceptance testing on site functionalities before sprint releases and communicate blockers
  • Validate a/b tests for control and variants to ensure experiences are appearing correctly
  • Collaborate with Data Governance on tagging implementations as needed
• Participate in bi-quarterly team brainstorm sessions and keep note of industry trends

The accomplished individual will possess...

• 2+ years working in eCommerce ;equivalent combination of education and experience will be considered
• A self-starter, "can do" attitude
• Strong analytical skills with an understanding of ecommerce business KPIs
• Effective communication skills, particularly in synthesizing and presenting data
• Exceptional attention to detail
• A passion for innovation, highly resourceful and creative in solving problems
• Ability to multitask and prioritize effectively to meet deadlines
• Proficiency in Demandware, Google Analytics, Tableau and JIRA is a plus

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.
Americans with Disabilities Act (ADA)
Tapestry, Inc. will provide applicants and employees with reasonable accommodation for disabilities or religious beliefs. If you require reasonable accommodation to complete the application process, please contact Tapestry People Services at 1-855-566-9264 or [email protected] #LI-HYBRID #LI-2655
Visit Coach at www.coach.com.
Work Setup: Hybrid
BASE PAY RANGE $80,000.00 TO $90,000.00 Annually
Click Here - U.S Corporate Compensation & Benefit