Customer Care Experience Leader — Ops, QA & Training

Abercrombie & Fitch Co.; Columbus, Northern (OH, KY); Hybrid; USD 110,000 - 140,000; Full time

Job summary

Abercrombie & Fitch Co. is seeking a Manager, Customer Care Experience Support to lead a multi-disciplinary team across Experience Support, Service Support, Communications, and Training.

You will drive operational excellence, QA practices, and knowledge governance to deliver consistent, scalable customer care for global brands. You will collaborate with Care Operations, Automation, and BPO partners to close gaps, improve performance, and ensure service standards are met, while also leading

Qualifications

• 5+ years retail experience with progression to leadership roles.
• Experience leading quality assurance, communications, knowledge management, training, or readiness.
• Proven track record driving change and process improvements.
• Ability to plan resources and translate priorities into actions.
• Strong communication and strategic thinking with financial awareness.
• Proficiency in generative AI tools and practical use cases.

Responsibilities

• Lead and develop teams across Experience Support, Service Support, Communications, and Training for operational excellence.
• Partner with leaders to identify gaps and ensure consistent service standards.
• Monitor trends to improve processes and customer/associate experiences.
• Document and improve Customer Care processes with cross-functional alignment.
• Oversee quality assurance programs and knowledge/content governance.
• Lead escalation, service support, and continuity planning activities.
• Establish feedback loops to translate insights into improvements.
• Foster a high-engagement culture and develop future leaders.
• Travel involvement: ~1 international trip per year.

Skills

Retail experience

Customer care

Frontline servicing

Quality assurance

Communications

Knowledge management

Training

Change management

Operational readiness

Process improvement

Resource planning

Creativity & risk-taking

Strategic communication

Financial acumen

Generative AI tools

Microsoft Copilot

OpenAI ChatGPT

Education

Bachelor’s degree

Tools

Microsoft Copilot

OpenAI ChatGPT

Job description

Abercrombie & Fitch Co. is seeking a Manager, Customer Care Experience Support to lead a multi-disciplinary team across Experience Support, Service Support, Communications, and Training.

You will drive operational excellence, QA practices, and knowledge governance to deliver consistent, scalable customer care for global brands. You will collaborate with Care Operations, Automation, and BPO partners to close gaps, improve performance, and ensure service standards are met, while also leading