Director, Omni Operations

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.

Primary Purpose: The Director of Omni Operations / Communication, Inventory Systems & NSO leads the development and implementation of all operations related initiatives across the North American field organization. This role involves developing and implementing strategies that drive operational excellence, improve the customer and employee experience and drive innovation while ensuring alignment with regulatory standards & implementing risk mitigation measures. This individual will work in a highly collaborative role with a broad group of corporate business partners and the Field Leadership team.

The successful individual will leverage their proficiency in Omni Operations to…

• Responsible for developing and maintaining clear, comprehensive, consistent and engaging communication strategies to support the North America Retail / Outlet & Coffee Shop teams. Continually review processes and monitor adoption and efficiency of tools, evolving as needed to meet the needs of the teams and the business.
• Lead the day-to-day management & ongoing development of the Playbook, the platform built to serve as a single pane of glass for all field communication, task / workload planning, documentation, resources & tools for the field teams.
• Collaborate with cross-functional partners (Buying / Allocation, Customer Experience, Visual Merchandising, Marketing, Asset Protection, Retail Finance, HR) to develop and / or update business processes and create communication strategies for all field initiatives / programs.
• Provide support / guidance to business partners for new & developing business needs.
• Responsible for maintaining and continuously updating all store policies and procedures. As the business evolves, systems / processes are updated, ensure policies and procedures are kept up to date. Work with the appropriate business partners and Field Leadership to execute and communicate updates. Maintain an expert knowledge of all policies and procedures.
• Partner on any changes to the business to identify where communication or new / updated process or policy is needed.
• Partner with Legal, InfoSec, Internal Audit, Finance, Treasury & Asset Protection to ensure policy & regulatory compliance / risk mitigation.
• Responsible for the management and continuous development of our inventory systems – MIMS (inventory management), PCS (shipment management / tracking) and Datascan (physical inventory). In partnership with IT , Inventory Control and Transportation, d evelop and define requirements for the changes / enhancements necessary to support the business. Ensure any process variations for different channels / countries are considered.

• Lead the project management for the new store opening, renovation, relocation & closing processes. Ensure activities and timelines are aligned with cross functional corporate partners & Field Leadership. Oversee new store systems set-up. Solicit feedback to define best practices and enable continuous improvement.
• For each new project (new stores, renovations, relocations), partner with Architecture, VM and Field Leadership to review floor plans, with a focus on POS / cash wrap placement, backroom layout & overall storage capacity.

• Lead the planning and execution of the Store Manager Conference and other field-related meetings. Work with a cross functional leadership team to develop the content and agenda. Lead the project timeline to ensure deliverables are met across all teams (internal and vendor partners). Manage the planning and on-site execution with the hotel, production, AV & DMC teams.
• Partner and maintain our business continuity plan and process. Consistently execute elements of this process on an as needed basis. For example, this could be day to day processes around weather events and system outages as well as much larger events.
• Develop and maintain an expert level of knowledge for all in-store processes, applications and systems .
• Leverage data / analytics to identify trends, uncover opportunities and drive continuous improvement initiatives.
• Explore and seek input for new technology solutions to further improve field operations.
• Collaborate with local and international business units to share information and best practices. As appropriate, collaborate and share best practices across brands.
• Support Omni Operations initiatives / projects on an as needed basis.
• Monitor email periodically after hours (nights / weekends) to react to any urgent or time sensitive issues.

The accomplished individual will possess…

• Excellent written and verbal communication and presentation skills.
• Highly organized and proactive with the ability to prioritize and manage multiple tasks with strong attention to detail and accuracy.

• Experience working across many functional areas of a company. Can successfully relate to and communicate with individuals at all levels of the organization and can collaborate with various backgrounds and styles.

• Ability to gain consensus and work in a challenging, fast paced and highly collaborative environment.
• Ability to implement strategies, monitor progress and make necessary adjustments to achieve objectives.
• Ability to proactively troubleshoot and problem solve.
• Strong leadership skills and proven success in motivating and developing a team.
• Displays authenticity, flexibility and agility to adapt to a changing business and corporate environment.
• Creativity, practicality and ability to deal with complex business matters.
• Superior follow through, organization and customer service oriented.
• Team player with a focus on collaboration.

An outstanding professional will have…

• Bachelor’s degree preferred. 10+ years of relevant work experience including 6+ years of operations experience with a retail focus. An equivalent combination of work experience and education will be considered.

• Superior computer skills & overall systems savvy, with advanced working knowledge of Word and Excel. Knowledge of Zipline is preferred.
• Curiosity and a passion to learn and to make an impact.

Our Competencies for All Employees

• 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.

Our Competencies for All People Managers

• 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.

Coach is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant’s or employee’s qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.

Americans with Disabilities Act (ADA)

Tapestry, Inc. will provide applicants and employees with reasonable accommodation for disabilities or religious beliefs. If you require reasonable accommodation to complete the application process, please contact Tapestry People Services at 1-855-566-9264 or [email protected]

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Work Setup: HYBRID

BASE PAY RANGE $160,000.00 TO $180,000.00 Annually
Here are some of the benefits that we offer: Medical insurance, Dental insurance, Vision insurance, 401 (K), Paid Paternity and Maternity leave, Commuter Benefits, Disability insurance and Tuition assistance. Please click here for a complete list of U.S Corporate Compensation & Benefits .

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