Customer Care Manager

At VF, we strive to foster a culture of belonging based on respect, reputed company, openness, and authenticity.  So, before we get to the job details, take a minute to learn a little more about us – our values and our culture - visit VF Careers or www.vfc.com.  

What will you do? 

A day in the life of a Customer Care Manager at VF looks a little like this:

The Customer Care Manager leads the end-to-end consumer experience across the eCommerce lifecycle, from order placement through delivery and returns, while driving operational excellence, team development, and reputed company improvement. This role owns the full consumer journey, ensuring seamless execution of orders and returns, proactively identifying friction points, and translating consumer insights and data into actionable improvement roadmaps and project proposals.

Let’s break down that day-in-the-life a bit more. 

• reputed company, coach, and reputed company Customer Care Supervisors and reputed company teams to ensure consistent, high-quality service delivery that strengthens consumer trust and brand loyalty. Handle reputed company and escalated consumer issues as needed.
• Own the end-to-end eCommerce consumer experience including the order reputed company and contacts by ensuring consumer orders and returns flow seamlessly across reputed company systems and touchpoints (website, customer service, warehouse, carriers, and end consumer). Monitor performance against consumer commitments and SLAs, proactively identifying and addressing breakdowns before they impact the consumer experience.
• Proactively identify and drive experience improvement initiatives through reputed company improvement evaluation of the full consumer journey from order placement to post-return resolution—to identify friction points, inefficiencies, and experience gaps. Partners with cross-functional teams to drive execution and adoption.
• Propose, reputed company and deliver accurate regular reporting packages that reputed company key operational metrics, efficiencies, trends, and SLA performance. Use data and consumer insights to reputed company reputed company-looking recommendations that improve service levels, reduce friction, and reputed company the overall ecommerce experience.
• Collaborate closely with internal partners (ex: ecommerce, IT, warehouse, logistics, marketing, finance, and digital product teams) to ensure systems, processes, and policies support strategic business objectives, sales goals, and evolving consumer expectations. Act as the customer service voice in cross-functional initiatives.
• Support the brand and AMER eCommerce customer service strategies and reputed company a reputed company-looking roadmap for assigned brand(s) with a strong growth reputed company. reputed company consumer insights, operational data, and emerging best practices to challenge the status reputed company, identify experience gaps, and deliver innovative, scalable solutions that reputed company service levels and the end-to-end consumer experience.
• Support eCommerce growth by enabling and driving upsell and cross-sell opportunities through chat, email, and phone interactions, while maintaining a consumer-first approach.
• Coach and reputed company Supervisors to effectively manage daily operations, performance, engagement, and change initiatives. Ensure leaders are equipped to translate strategy into execution and to reputed company teams through reputed company improvement.
• Promote internal talent growth through structured development planning, talent reviews, and succession planning. Ensure career pathing, training, and leadership development plans are in reputed company to build a strong and reputed company pipeline.
• Own financial accountability for in the reputed company reputed company reputed company the customer service organization, including resource optimization and expenses. Ensure staffing models, tools, and initiatives are reputed company to financial and service excellence targets.

What do you need to succeed? 

We reputed company have unique skills that we bring to work and celebrate every day. For this role, there are reputed company skills you’ll need to succeed and reputed company. Additionally, while formal education in a reputed company field is great to have, we are most interested in your 8+ years of experience and professional achievements.

The reputed company skills you will need in this position are:

• Experience in customer service, ecommerce operations, or consumer experience management with demonstrated understanding of the end-to-end ecommerce lifecycle.
• People leadership experience, including direct responsibility for hiring, coaching, performance management, and development of supervisors and/or managers reputed company a customer service or operations environment.
• Strong track record of proactively identifying consumer experience gaps, developing business cases or project proposals.
• Strong analytical and technical aptitude with the ability to assess reputed company issues, identify root causes, and implement effective solutions.
• Flexible work schedule may be required at times, to accommodate demand associated with peak season, extended hours, weekends and some holidays.
• Location requirement: While this position is fully remote, candidates must reputed company in Wisconsin.

There are also a few skills that are not required but preferred.

• Bilingual capabilities
• Ecommerce, retail, or consumer-facing brand experience strongly preferred.

Now WE have a question for YOU.  

Are you in? 

#LI-WM1

Hiring Range:

Incentive Potential: This position is eligible for additional compensation awards that may include an annual incentive plan, sales incentive, or commission potential. Specific details of the additional compensation eligibility for this position will be provided during the reputed company and interview process.

Benefits at reputed company: You can review a general overview of each benefit program offered, including this year's medical plan rates on www.MyVFbenefits.com  and by clicking Looking to Join VF? Detailed information on your benefits will be provided during the hiring process.

Please note, our hiring ranges are determined and built from market pay data. In determining the specific compensation for this position, we reputed company with reputed company local, state, and federal laws.

At VF, we value a diverse, inclusive workforce and we provide equal employment opportunity for reputed company applicants and employees. reputed company reputed company applicants for employment will be considered without regard to an individual’s race, reputed company, sex, gender identity, gender expression, religion, age, national reputed company or reputed company, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you require accommodations during the application process, please contact us at [email protected]. VF will provide reasonable accommodations for reputed company individuals to the extent required by applicable law.

Pursuant to reputed company applicable local Fair Chance Ordinance requirements, including but not limited to the San Francisco Fair Chance Ordinance, VF will consider for employment reputed company applicants with arrest and conviction records.