Sr. Analyst, Application Operations

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.

Hudson Yards - Hybrid (T,W,TH onsite)

 

Primary Purpose: We are seeking a Senior Analyst of Application Operations to lead e-commerce operations, maintain system health visibility, and drive operational excellence across cross-functional teams. This role serves as the escalation point for high-priority issues and ensures proactive identification and resolution of customer-facing problems.  

 

Key Responsibilities

Operations

• Serve as escalation point for high-priority incidents and lead bridge calls to ensure issue is moving towards resolution
• Hold cross-functional teams accountable for driving improvements and mitigating critical issues
• Coordinate incident communication, train Brand Teams on escalation best practices, and maintain prioritization classifications
• Organize postmortems, facilitate RCA sessions, and present findings with customer/revenue impact analysis to Leadership
• Lead weekly production incident standups with Brand Teams and maintain monthly metrics with quarterly leadership updates
• Support Senior Manager on broader operational excellence projects and growth initiatives 
• Document and train teams on best practices to drive continuous improvement across operations

System Health & Proactive Monitoring 

• Partner with Support Teams to create proactive alerts and identify customer facing issues before impact
• Own and maintain Daily System Verification (DSV) processes.
• Collaborate with Support, Brands, QA, and Product teams to identify and automate new DSV scenarios. Train Testing teams on new scenarios.  
• Provide monthly system health reports to Digital and IT Teams with transparency into issues and improvement steps. Present these findings to Leadership. 

Cross-Team Communication & Coordination

• Manage communication channels between Operations, Brands, and Support Teams to reduce resolution times
• Ensure open collaboration channels between Brand and Support Teams for issues and urgent requests
• Provide Digital Teams with critical issues transparency and coordinate decision-making during high-priority situations

 

The accomplished individual will possess... 

 

• Bachelor’s degree or equivalent experience in Operations, IT, QA, or related field 

• 3+ years of experience in incident management, operations, or technical support 
• Strong analytical and problem-solving skills with ability to work under pressure 
• Excellent communication skills with experience presenting to Leadership 
• Experience with cross-functional collaboration and stakeholder management  

 

An outstanding professional will have... 

 

• Experience with monitoring tools, alerting systems, and ticketing systems such as Jira and Servicenow 
• Background in e-commerce or digital operations  
• Project management or Quality Assurance experience    
• Leadership and accountability in high-pressure situations 
• Strategic thinking with attention to operational details 
• Strong facilitation and presentation skills 
• Data-driven decision making and continuous improvement mindset

Our Competencies for All Employees

• Courage: Doesn’t