Customer Care Manager

VF Corporation

5d • Remote

About The Position

At VF, we strive to foster a culture of belonging based on respect, connection, openness, and authenticity. So, before we get to the job details, take a minute to learn a little more about us – our values and our culture - visit VF Careers or www.vfc.com. What will you do? A day in the life of a Customer Care Manager at VF looks a little like this: The Customer Care Manager leads the end-to-end consumer experience across the eCommerce lifecycle, from order placement through delivery and returns, while driving operational excellence, team development, and continuous improvement. This role owns the full consumer journey, ensuring seamless execution of orders and returns, proactively identifying friction points, and translating consumer insights and data into actionable improvement roadmaps and project proposals. Let’s break down that day-in-the-life a bit more. Lead, coach, and develop Customer Care Supervisors and frontline teams to ensure consistent, high-quality service delivery that strengthens consumer trust and brand loyalty. Handle complex and escalated consumer issues as needed. Own the end-to-end eCommerce consumer experience including the order base and contacts by ensuring consumer orders and returns flow seamlessly across all systems and touchpoints (website, customer service, warehouse, carriers, and end consumer). Monitor performance against consumer commitments and SLAs, proactively identifying and addressing breakdowns before they impact the consumer experience. Proactively identify and drive experience improvement initiatives through continuous improvement evaluation of the full consumer journey from order placement to post-return resolution—to identify friction points, inefficiencies, and experience gaps. Partners with cross-functional teams to drive execution and adoption. Propose, develop and deliver accurate regular reporting packages that highlight key operational metrics, efficiencies, trends, and SLA performance. Use data and consumer insights to make forward-looking recommendations that improve service levels, reduce friction, and elevate the overall ecommerce experience. Collaborate closely with internal partners (ex: ecommerce, IT, warehouse, logistics, marketing, finance, and digital product teams) to ensure systems, processes, and policies support strategic business objectives, sales goals, and evolving consumer expectations. Act as the customer service voice in cross-functional initiatives. Support the brand and AMER eCommerce customer service strategies and develop a forward-looking roadmap for assigned brand(s) with a strong growth mindset. Leverage consumer insights, operational data, and emerging best practices to challenge the status quo, identify experience gaps, and deliver innovative, scalable solutions that elevate service levels and the end-to-end consumer experience. Support eCommerce growth by enabling and driving upsell and cross-sell opportunities through chat, email, and phone interactions, while maintaining a consumer-first approach. Coach and empower Supervisors to effectively manage daily operations, performance, engagement, and change initiatives. Ensure leaders are equipped to translate strategy into execution and to lead teams through continuous improvement. Promote internal talent growth through structured development planning, talent reviews, and succession planning. Ensure career pathing, training, and leadership development plans are in place to build a strong and sustainable talent pipeline. Own financial accountability for in the moment decisions within the customer service organization, including resource optimization and expenses. Ensure staffing models, tools, and initiatives are aligned to financial and service excellence targets.

Requirements

• Experience in customer service, ecommerce operations, or consumer experience management with demonstrated understanding of the end-to-end ecommerce lifecycle.
• People leadership experience, including direct responsibility for hiring, coaching, performance management, and development of supervisors and/or managers within a customer service or operations environment.
• Strong track record of proactively identifying consumer experience gaps, developing business cases or project proposals.
• Strong analytical and technical aptitude with the ability to assess complex issues, identify root causes, and implement effective solutions.
• Flexible work schedule may be required at times, to accommodate demand associated with peak season, extended hours, weekends and some holidays.
• Location requirement: While this position is fully remote, candidates must reside in Wisconsin.

Nice To Haves

• Bilingual capabilities
• Ecommerce, retail, or consumer-facing brand experience strongly preferred.

Responsibilities

• Lead, coach, and develop Customer Care Supervisors and frontline teams to ensure consistent, high-quality service delivery that strengthens consumer trust and brand loyalty.
• Handle complex and escalated consumer issues as needed.
• Own the end-to-end eCommerce consumer experience including the order base and contacts by ensuring consumer orders and returns flow seamlessly across all systems and touchpoints (website, customer service, warehouse, carriers, and end consumer).
• Monitor performance against consumer commitments and SLAs, proactively identifying and addressing breakdowns before they impact the consumer experience.
• Proactively identify and drive experience improvement initiatives through continuous improvement evaluation of the full consumer journey from order placement to post-return resolution—to identify friction points, inefficiencies, and experience gaps.
• Partners with cross-functional teams to drive execution and adoption.
• Propose, develop and deliver accurate regular reporting packages that highlight key operational metrics, efficiencies, trends, and SLA performance.
• Use data and consumer insights to make forward-looking recommendations that improve service levels, reduce friction, and elevate the overall ecommerce experience.
• Collaborate closely with internal partners (ex: ecommerce, IT, warehouse, logistics, marketing, finance, and digital product teams) to ensure systems, processes, and policies support strategic business objectives, sales goals, and evolving consumer expectations.
• Act as the customer service voice in cross-functional initiatives.
• Support the brand and AMER eCommerce customer service strategies and develop a forward-looking roadmap for assigned brand(s) with a strong growth mindset.
• Leverage consumer insights, operational data, and emerging best practices to challenge the status quo, identify experience gaps, and deliver innovative, scalable solutions that elevate service levels and the end-to-end consumer experience.
• Support eCommerce growth by enabling and driving upsell and cross-sell opportunities through chat, email, and phone interactions, while maintaining a consumer-first approach.
• Coach and empower Supervisors to effectively manage daily operations, performance, engagement, and change initiatives.
• Ensure leaders are equipped to translate strategy into execution and to lead teams through continuous improvement.
• Promote internal talent growth through structured development planning, talent reviews, and succession planning.
• Ensure career pathing, training, and leadership development plans are in place to build a strong and sustainable talent pipeline.
• Own financial accountability for in the moment decisions within the customer service organization, including resource optimization and expenses.
• Ensure staffing models, tools, and initiatives are aligned to financial and service excellence targets.

Benefits

• This position is eligible for additional compensation awards that may include an annual incentive plan, sales incentive, or commission potential. Specific details of the additional compensation eligibility for this position will be provided during the recruiting and interview process.
• You can review a general overview of each benefit program offered, including this year's medical plan rates on www.MyVFbenefits.com and by clicking Looking to Join VF? Detailed information on your benefits will be provided during the hiring process.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees