Coach Customer Care Workforce Management Manager

Jacksonville • USA

Thursday, January 29, 2026

Coach, a leading American luxury fashion brand, is renowned for its exquisite craftsmanship and innovative design in leather goods, apparel, and accessories. As part of the Tapestry, Inc. family, Coach benefits from the resources and global reach of a prominent fashion conglomerate, offering employees a dynamic and supportive environment for professional growth.

1. Oversee workforce management operations to ensure optimal staffing levels for customer care.
2. Develop and implement strategies to enhance customer experience and operational efficiency.
3. Analyze data to forecast call volume and staffing needs.
4. Collaborate with cross-functional teams to align workforce management with business objectives.
5. Lead and mentor a team of workforce analysts.

1. Bachelor's degree in Business Administration or related field.
2. Proven experience in workforce management within a customer care environment.
3. Strong analytical and problem-solving skills.

1. Proficiency in workforce management software.
2. Excellent communication and leadership skills.
3. Ability to analyze complex data sets.

A minimum of 5 years in workforce management, with at least 2 years in a managerial role within a customer care setting.

Bachelor's degree in Business Administration or related field.

Comprehensive benefits package including health insurance, retirement plans, and employee discounts.

Coach fosters a culture of creativity and collaboration, encouraging employees to innovate and excel in their roles. The company values diversity and inclusivity, creating a welcoming environment for all team members.