Manager, Customer Care and Vendor Partnerships

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 Manager of Customer Care and Vendor Partnership will be responsible for managing our 3rd Party Vendors for our Inbound Customer Care operations. The ideal candidate will have experience working with third party vendors, an understanding of call center operations, and the ability to effectively monitor vendor performance to ensure quality and operational efficiency. This role will be critical in maintaining vendor relationships/partnerships and ensuring that vendors meet the company's customer experience and operational goals.

 

The successful individual will leverage their proficiency in Customer Care and Vendor Partnerships to...

• Vendor Relationship Management
  • Build and maintain collaborative relationships and partnerships with vendors, ensuring clear communication and alignment with business goals and objectives.
  • Regularly engage with vendors to discuss performance, address issues, and identify areas of opportunity.  
  • Regularly partner with internal customers on vendor relationship needs / KPI delivery (Training, Workforce, Quality, Interaction Analytics)
• Performance Monitoring
  • Oversee the performance of vendors, ensuring that associates meet or exceed KPIs and quality standards
  • Develop and implement regular performance reviews and regular reporting on vendor performance to Senior Leadership
  • Ensure that the vendor is meeting contractual KPI requirements and if not meeting ensure that the vendor has the necessary action plan in place to meet performance expectations
• Operational Oversight  
  • Partner with Senior Manager to ensure that vendor is meeting operational expectations, i.e. Staffing, Service Level, Handle time etc.
• Issue Resolution 
  • Address any performance issues or challenges that arise with vendors, working to resolve concerns quickly and effectively.
    • Escalate to Senior Manager as needed to ensure timely issue resolution
  • Collaborate with vendors to develop corrective action plans as needed.
• Data Analysis & Reporting
  • Collect and analyze data related to vendor performance, providing regular reports and recommendations to senior leadership.  
  •  Use data insights to partner with Senior Manager to optimize vendor capacity allocations, management, and performance strategies
• IVR / Bot Contact Automation Review / Audit
  • Regularly inspect our bots to ensure that they are functioning as designed
  • Partner with Senior Manager on any updates that you recommend for our bots to contain contacts within the bot
  • Recommend adjustments to the IVR as needed

 

An Accomplished Individual will Possess...  

• 5+ years of relevant work experience, a combination of education and experience will be considered
• Passport Required
• Understanding of call center operations, including KPIs, SLAs, and quality assurance metrics.  
• Experience managing vendor relationships
• Communication and interpersonal skills, with the ability to build relationships internally and externally.  
• Analytical and problem-solving skills, with a focus on performance improvement and cost management.  
• Ability to work independently, manage multiple priorities, and meet deadlines.  
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)

 

Our Competencies for All Employees

 

• Courage: Doesn’t hold back anything tha