Customer Care Experience Manager
Job Description:
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.
What will you be doing?
- 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
- This role requires travel, ~1 international trip per year
What do you need to bring?
- 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
Company Description
Abercrombie & Fitch Co. (A&F Co.) is a global, digitally led omnichannel specialty retailer of apparel and accessories catering to kids through millennials with assortments curated for their specific lifestyle needs.
The company operates a family of brands, including Abercrombie brands and Hollister brands, each sharing a commitment to offer products of enduring quality and exceptional comfort that support global customers on their journey to being and becoming who they are. Abercrombie & Fitch Co. operates stores under these brands across North America, Europe, Asia and the Middle East, as well as the e-commerce sites abercrombie.com, abercrombiekids.com and hollisterco.com.
Learn more about A&F Co. by visiting our corporate website here.
ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER.