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