Customer Care Experience Manager

Abercrombie & Fitch•Columbus, OH

About The Position

Store Operations & Customer Care is the global support center for store associates and customers for Abercrombie & Fitch, Abercrombie Kids, Hollister, and Gilly Hicks brands. The team oversees the strategy, development and implementation of operations for our owned and operated retail stores and customer care services, while also supporting wholesale and franchise partnerships. They foster a culture of efficiency, accountability, and innovation through collaboration to enhance customer experiences, improve associate effectiveness, and maximize revenue. The team provides strategic direction for critical business processes and systems including labor optimization, inventory operations, omnichannel fulfillment, performance analytics, associate technology, multi-channel communications, digital experiences, and customer service. They maintain financial accountability for related operational and capital expenses, driving operational excellence and continuous process improvement. The Manager, Customer Care Experience Support leads a multi-disciplinary team across Experience Support, Service Support, Communications, and Training. This role is responsible for enabling consistent, scalable, and high-quality Customer Care service through quality assurance, knowledge management, communications, readiness, and support programs. By identifying operational gaps, driving process improvements, and ensuring associates and partners have the tools, knowledge, and support needed to succeed, this leader plays a critical role in improving customer and associate experiences across our global Customer Care program.

Requirements

5+ years of progressively responsible retail experience; customer care, brick & mortar retail operations, or retail management experience a plus
Customer-first mindset with frontline experience servicing customers in retail stores or contact centers
Experience leading quality assurance, communications, knowledge management, training, readiness, or operational support functions
Experience driving change management, operational readiness, and process improvement initiatives
Aligns team and cross-functional work with big picture strategies and goals
Plans and prioritizes resources needed to achieve results
Encourages creativity, risk-taking, and a test and learn approach
Identifies new and untapped opportunities and rallies others to action
Creates strategic focus through clear communication of priorities
Leverages financial acumen and critical thinking to distort resources and investments
Establishes success metrics and tracks progress
Strong proficiency in generative AI tools and use cases, including significant experience using Microsoft Copilot and OpenAI Chat GPT
Bachelor’s degree required

Responsibilities

Lead and develop teams across Experience Support, Service Support, Communications, and Training, fostering operational excellence, continuous improvement, and strong associate support capabilities
Partner with Customer Care Operations leaders, Automation Experience, and BPO partners to identify operational gaps, support performance improvement efforts, and ensure consistent execution of service standards
Monitor customer, associate, and AI-assisted interaction trends to identify process, knowledge, communication, and training opportunities that improve operational performance and customer experience
Partner with Customer Care Operations leaders to define, document, and continuously improve Customer Care processes, ensuring alignment across training, communications, quality assurance, and service support programs
Monitor quality, readiness, communication effectiveness, knowledge utilization, and service support metrics to identify trends and recommend continuous improvement opportunities
Coordinate operational readiness activities across Experience Support, Customer Care Operations, and Automation Experience, including peak season preparedness, major initiatives, and technology implementations
Lead quality assurance programs, calibration practices, and process adherence initiatives across Customer Care
Oversee the governance and evolution of Customer Care knowledge, communications, and learning programs, ensuring content, training, and support resources remain accurate, accessible, and aligned with frontline needs
Lead Service Support and escalation processes for customer, associate, and partner issues, ensuring timely, policy-aligned, and brand-appropriate resolution while identifying opportunities for process improvement
Lead business continuity planning and participate in on-call rotations to ensure operational resilience and rapid response to service disruptions
Establish feedback loops that capture associate, partner, and customer trends and translate insights into improvements across knowledge, communications, training, and support processes
Cultivate a high-engagement culture by developing future leaders, recognizing top performance, and implementing incentive strategies that reinforce excellence and drive results