Customer Care Automation Enablement Analyst

Abercrombie & Fitch Co.; Columbus (OH); On-site; USD 52,000 - 65,000; Full time

Job summary

Abercrombie & Fitch Co. is seeking an Assistant/Associate Analyst, Customer Care Automation Experience (Technology Enablement) based in Columbus, OH.

The role focuses on translating AI and automation capabilities into frontline enablement, developing training materials, and coordinating readiness activities for Customer Care teams. You will partner with automation, AI optimization and cross-functional teams to ensure successful adoption of new technology experiences while maintaining clear

Qualifications

• Bachelor's degree required.
• 1+ years of experience.
• Experience supporting technology enablement, training, communications, customer experience, operations or a related discipline.
• Experience developing training materials, communications, job aids, documentation, digital learning content, presentations, knowledge resources, multimedia training materials or other enablement resources.
• Experience in Customer Care, retail/e-commerce, contact center technology, CRM platforms or AI-enabled customer experiences is a plus.
• Communicates clearly and directly to enable action and speed.
• Organizes and plans to achieve productivity and efficiency.
• Quickly assimilates and uses new information.
• Builds and maintains strong, productive relationships, collaborates on solutions to achieve team and business goals, and seeks input from others.

Responsibilities

• Translate new AI, automation and system capabilities into clear, frontline-ready enablement.
• Develop engaging technology-specific training materials and quick-reference guides.
• Maintain visibility to upcoming technology changes and prepare readiness activities.
• Develop clear communications supporting technology releases and changes.
• Maintain technology enablement documentation and knowledge repositories.
• Support and facilitate technology-specific learning sessions and office hours.
• Coordinate with Process, Training, Communications and Quality partners for alignment.
• Keep materials up to date as AI and systems evolve.
• Gather feedback post-release to identify knowledge gaps and improvements.
• Leverage AI tools to accelerate creation and delivery of enablement resources.

Skills

Tech enablement

Training materials

Communications

Customer experience

Operations

CRM platforms

AI-enabled experiences

Relationship building

Continuous learning

Education

Bachelors degree

Job description

Abercrombie & Fitch Co. is seeking an Assistant/Associate Analyst, Customer Care Automation Experience (Technology Enablement) based in Columbus, OH.

The role focuses on translating AI and automation capabilities into frontline enablement, developing training materials, and coordinating readiness activities for Customer Care teams. You will partner with automation, AI optimization and cross-functional teams to ensure successful adoption of new technology experiences while maintaining clear