Customer Care AI Business Analyst

kate spade new york•Jacksonville, FL

9d•$75,000 - $85,000•Onsite

About The Position

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. AI Solution Implementation & Support Support end to end implementation of Customer Care AI solutions, including requirements gathering, configuration, testing, deployment, and post launch monitoring. Assist in the design and execution of AI powered customer service capabilities, including Agent Assist, Copilot, Autopilot, conversational AI, and knowledge driven experiences. Partner with business and technology stakeholders to ensure solutions align with operational objectives and customer experience goals. Participate in release planning, production readiness reviews, and post implementation assessments to ensure successful adoption and performance. Business Analysis & Process Optimization Document current state customer care workflows and identify opportunities where AI capabilities can improve efficiency, containment, accuracy, and agent effectiveness. Analyze business requirements and translate them into structured workflows, prompts, decision trees, and conversational logic. Evaluate customer and agent experiences to identify automation opportunities and recommend process improvements. Develop and maintain process documentation, business requirements, testing documentation, and operational procedures. AI Performance Monitoring & Optimization Monitor AI performance metrics, including containment rate, escalation rate, average handle time impact, response accuracy, customer satisfaction influence, and operational efficiency measures. Analyze customer interaction transcripts, AI generated responses, and conversation flows to identify trends, failure points, and improvement opportunities. Recommend and support implementation of enhancements based on operational data, customer feedback, and business outcomes. Research emerging AI technologies, industry trends, and best practices and translate findings into actionable recommendations. Testing & Quality Assurance Conduct hands on testing of new AI capabilities, enhancements, and releases. Develop test cases and validation scenarios to ensure AI outputs meet business requirements and customer experience standards. Identify defects, performance gaps, and process issues, and partner with appropriate teams to drive resolution. Support user acceptance testing and production validation activities. Assist with AI governance, documentation, and risk management activities to ensure solutions align with enterprise standards and responsible AI practices. Cross Functional Collaboration & Vendor Management Partner with Operations, Product, Technology, Training, and Analytics teams to support AI initiatives and continuous improvement efforts. Participate in vendor meetings, technical reviews, issue resolution discussions, and performance evaluations. Present findings, recommendations, and performance insights to business stakeholders and leadership teams. Assist with prioritization and implementation of enhancements that support business objectives and operational goals. Serve as a subject matter resource for AI related customer care initiatives and support organizational adoption efforts.

Requirements

AI Solution Implementation & Support
Business Analysis & Process Optimization
AI Performance Monitoring & Optimization
Testing & Quality Assurance
Cross Functional Collaboration & Vendor Management
Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Nice To Haves

Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
Developing Direct Reports and Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Responsibilities

Support end to end implementation of Customer Care AI solutions, including requirements gathering, configuration, testing, deployment, and post launch monitoring.
Assist in the design and execution of AI powered customer service capabilities, including Agent Assist, Copilot, Autopilot, conversational AI, and knowledge driven experiences.
Partner with business and technology stakeholders to ensure solutions align with operational objectives and customer experience goals.
Participate in release planning, production readiness reviews, and post implementation assessments to ensure successful adoption and performance.
Document current state customer care workflows and identify opportunities where AI capabilities can improve efficiency, containment, accuracy, and agent effectiveness.
Analyze business requirements and translate them into structured workflows, prompts, decision trees, and conversational logic.
Evaluate customer and agent experiences to identify automation opportunities and recommend process improvements.
Develop and maintain process documentation, business requirements, testing documentation, and operational procedures.
Monitor AI performance metrics, including containment rate, escalation rate, average handle time impact, response accuracy, customer satisfaction influence, and operational efficiency measures.
Analyze customer interaction transcripts, AI generated responses, and conversation flows to identify trends, failure points, and improvement opportunities.
Recommend and support implementation of enhancements based on operational data, customer feedback, and business outcomes.
Research emerging AI technologies, industry trends, and best practices and translate findings into actionable recommendations.
Conduct hands on testing of new AI capabilities, enhancements, and releases.
Develop test cases and validation scenarios to ensure AI outputs meet business requirements and customer experience standards.
Identify defects, performance gaps, and process issues, and partner with appropriate teams to drive resolution.
Support user acceptance testing and production validation activities.
Assist with AI governance, documentation, and risk management activities to ensure solutions align with enterprise standards and responsible AI practices.
Partner with Operations, Product, Technology, Training, and Analytics teams to support AI initiatives and continuous improvement efforts.
Participate in vendor meetings, technical reviews, issue resolution discussions, and performance evaluations.
Present findings, recommendations, and performance insights to business stakeholders and leadership teams.
Assist with prioritization and implementation of enhancements that support business objectives and operational goals.
Serve as a subject matter resource for AI related customer care initiatives and support organizational adoption efforts.