Assistant Manager, Site Innovation & Operations, NA Ecommerce

kate spade new york•New York, NY

About The Position

Coach is a global fashion house founded in New York in 1941, part of the Tapestry portfolio. The company is committed to equity, inclusion, and diversity. This role involves overseeing day-to-day site operations on coach.com, ensuring optimal performance and timely resolution of issues. The individual will monitor site health, act as the first line of defense for site issues, define and manage issue severity levels, track and drive issues to resolution, and report on site diagnostics, NPS, and Medallia insights. The position also entails leading operational communication within the ecom team and cross-functional partners, serving as a primary liaison between various teams, aligning partners on priorities and continuous improvement, and ensuring clear communication of site updates. Key responsibilities include owning the creation, maintenance, and communication of the ecommerce site refresh/launch roadmap, managing validation calls, owning floorset documentation and Holiday Readiness decks, and supporting site releases, floorsets, and high traffic events to ensure operational readiness and stability.

Requirements

Proficiency in eCommerce

Responsibilities

Oversee day-to-day site operations on coach.com, ensuring optimal performance and timely resolution of issues
Monitor site health through diagnostics, proactively identifying and mitigating risks and areas for improvement
Act as first line of defense for site issues, triaging and delegating to appropriate partners
Define and manage issue severity levels, ensuring appropriate prioritization and response times
Track, document, and drive issues through to resolution, ensuring accountability across teams
Report on site diagnostics, NPS, and Medallia insights to inform decisions and improvements
Lead operational communication within the greater ecom team + relevant cross functional partners
Serve as primary liaison between Site Operations, Customer Care, VOC, and Digops teams
Align partners on priorities, incident response, and continuous improvement initiatives
Ensure clear, consistent communication of site updates, issues, and resolutions
Own creation, maintenance and communication of the ecommerce site refresh/launch roadmap
Communicate roadmap updates, timelines, and dependencies to stakeholders
Manage setup and execution of validation calls with support and technical teams
Own creation of floorset documentation and Holiday Readiness decks
Support site releases, floorsets, and high traffic events to ensure operational readiness and stability