Customer Care Experience Manager

Job Description:

Store Operations & Customer Care is the global support center for store associates and customers for Abercrombie & Fitch Abercrombie Kids Hollister and Gilly Hicks brands. The team oversees the strategy development and implementation of operations for our owned and operated retail stores and customer care services while also supporting wholesale and franchise partnerships. They foster a culture of efficiency accountability and innovation through collaboration to enhance customer experiences improve associate effectiveness and maximize revenue. The team provides strategic direction for critical business processes and systems including labor optimization inventory operations omnichannel fulfillment performance analytics associate technology multi-channel communications digital experiences and customer maintain financial accountability for related operational and capital expenses driving operational excellence and continuous process improvement.

The Manager Customer Care Experience Support leads a multi-disciplinary team across Experience Support Service Support Communications and Training. This role is responsible for enabling consistent scalable and high-quality Customer Care service through quality assurance knowledge management communications readiness and support programs. By identifying operational gaps driving process improvements and ensuring associates and partners have the tools knowledge and support needed to succeed this leader plays a critical role in improving customer and associate experiences across our global Customer Care program.

This role is based at our Global Home Office in Columbus OH.

What will you be doing

• Lead and develop teams across Experience Support Service Support Communications and Training fostering operational excellence continuous improvement and strong associate support capabilities

• Partner with Customer Care Operations leaders Automation Experience and BPO partners to identify operational gaps support performance improvement efforts and ensure consistent execution of service standards
• Monitor customer associate and AI-assisted interaction trends to identify process knowledge communication and training opportunities that improve operational performance and customer experience
• Partner with Customer Care Operations leaders to define document and continuously improve Customer Care processes ensuring alignment across training communications quality assurance and service support programs
• Monitor quality readiness communication effectiveness knowledge utilization and service support metrics to identify trends and recommend continuous improvement opportunities
• Coordinate operational readiness activities across Experience Support Customer Care Operations and Automation Experience including peak season preparedness major initiatives and technology implementations
• Lead quality assurance programs calibration practices and process adherence initiatives across Customer Care
• Oversee the governance and evolution of Customer Care knowledge communications and learning programs ensuring content training and support resources remain accurate accessible and aligned with frontline needs
• Lead Service Support and escalation processes for customer associate and partner issues ensuring timely policy-aligned and brand-appropriate resolution while identifying opportunities for process improvement
• Lead business continuity planning and participate in on-call rotations to ensure operational resilience and rapid response to service disruptions
• Establish feedback loops that capture associate partner and customer trends and translate insights into improvements across knowledge communications training and support processes
• Cultivate a high-engagement culture by developing future leaders recognizing top performance and implementing incentive strategies that reinforce excellence and drive results
• This role requires travel 1 international trip per year

What do you need to bring

• 5 years of progressively responsible retail experience; customer care brick & mortar retail operations or retail management experience a plus
• Customer-first mindset with frontline experience servicing customers in retail stores or contact centers
• Experience leading quality assurance communications knowledge management training readiness or operational support functions
• Experience driving change management operational readiness and process improvement initiatives
• Aligns team and cross-functional work with big picture strategies and goals
• Plans and prioritizes resources needed to achieve results
• Encourages creativity risk-taking and a test and learn approach
• Identifies new and untapped opportunities and rallies others to action
• Creates strategic focus through clear communication of priorities
• Leverages financial acumen and critical thinking to distort resources and investments
• Establishes success metrics and tracks progress
• Strong proficiency in generative AI tools and use cases including significant experience using Microsoft Copilot and OpenAI Chat GPT
• Bachelors degree required

Benefits & Perks

As an Abercrombie & Fitch Co. (A&F Co.) associate youll be eligible to participate in a variety of benefit programs designed to fit you and your lifestyle. A&F Co. is committed to providing competitive and comprehensive benefits that align with our companys culture and values but most importantly with you! We also provide competitive incentives to reward the commitment our associates have for moving our global business forward:

• Incentive bonus program
• 401(K) savings plan with company match
• Annual companywide review process
• Flexible spending accounts
• Medical dental and vision insurance
• Life and disability insurance
• Associate assistance program
• Paid parental and adoption leave
• Access to fertility and adoption benefits through Carrot
• Access to mental health and wellness app Headspace
• Paid Caregiver Leave
• Mobile Stipend
• Paid time off and one paid volunteer day per year allowing you to give back to your community
• Work from anywhere (Mondays and Fridays are work from anywhere days for most roles and six work from anywhere weeks per year)
• Seven associate wellness half days per year
• Merchandise discount on all of our brands
• Opportunities for career advancement we believe in promoting from within
• Access to multiple Associate Resource Groups
• Global team of people who will celebrate you for being YOU!

Company Description

Abercrombie & Fitch Co. (A&F Co.) is a global digitally led omnichannel specialty retailer of apparel and accessories catering to kids through millennials with assortments curated for their specific lifestyle needs.

The company operates a family of brands including Abercrombie brands and Hollister brands each sharing a commitment to offer products of enduring quality and exceptional comfort that support global customers on their journey to being and becoming who they are. Abercrombie & Fitch Co. operates stores under these brands across North America Europe Asia and the Middle East as well as the e-commerce sites and .

Learn more about A&F Co. by visiting our corporate website here.

ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER.

Required Experience:

Manager