Analyst, Customer Care Operations

Job Description

Company Description

Job Description

Store Operations & Customer Care is the global support center for store associates and customers for Abercrombie & Fitch, Abercrombie Kids, Hollister, and Gilly Hicks brands. The team oversees the strategy, development and implementation of operations for our owned and operated retail stores and customer care services, while also supporting wholesale and franchise partnerships. They foster a culture of efficiency, accountability, and innovation through collaboration to enhance customer experiences, improve associate effectiveness, and maximize revenue. The team provides strategic direction for critical business processes and systems including labor optimization, inventory operations, omnichannel fulfillment, performance analytics, associate technology, multi-channel communications, digital experiences, and customer service. They maintain financial accountability for related operational and capital expenses, driving operational excellence and continuous process improvement.

As a Customer Care Operations Analyst, you will lead a high-performing Workforce Management team, driving operational excellence through strategic forecasting, real-time performance management, and budget ownership. You will play a critical role in aligning staffing strategies with business goals and ensuring cost efficiency while maintaining exceptional customer service standards. This role requires strong analytical acumen, cross-functional collaboration, and a forward-thinking mindset to integrate AI and automation trends into workforce planning. You will also partner closely with Finance, Automation Experience, and Customer Care leadership to continuously optimize performance, improve forecasting accuracy, and support scalable growth.

This job is located at our Global Home Office in Columbus, Ohio.

What Will You Be Doing?

Lead, mentor, and develop a team of direct reports within the WFM function, with a focus on real-time analysis and forecasting/planning

Support the creation and maintenance of accurate short-term and long-term forecasts for primarily outsourced contact center volumes using historical data, trends, promotions, and other business drivers

Own tracking and analysis processes for headcount forecasting, site capacity, and performance outcomes across all partners and geographies

Partner with Automation Experience to incorporate self-service adoption and digital resolution rates into forecasting and staffing models

Continually seek and evaluate new tools, technologies, data points, and processes to improve forecasting accuracy and align with industry best practices

Execute real-time adherence and queue management strategies to optimize performance across channels

Regularly monitor productivity and staffing efficiency, evaluating hours of operations, concurrency models, and channel mix to improve performance and lower cost per resolution

Build and actively monitor geo-diversified staffing plans to ensure channel coverage across multiple locations, leveraging cross-skilling to flex coverage and mitigate disruptions

Support the creation and upkeep of workforce planning documentation, assumptions, and operational playbooks to ensure consistency, continuity, and effective knowledge transfer across the team and BPO partners

Own and maintain CRM reporting to ensure BPO partners have consistent visibility into key operational performance metrics

Manage the Customer Care budget and financial plan, identifying opportunities to optimize cost while maintaining or exceeding customer satisfaction goals

Partner cross-functionally to adjust staffing and budget plans in response to AI, technology, or process changes

Lead recurring business reviews with Finance partners and other business leaders

Participate in an on-call rotation to ensure timely staffing response to service disruptions or outages

Conduct ad hoc analysis and monitoring as needed

What Do You Need To Bring?

2-3 years’ experience leading a team of direct reports

Experience managing budgets, financial plans, and implementing cost-savings strategies

Aligns team and cross-functional work with big picture strategies and goals

Deep analytical thinking and problem-solving capabilities

Plans and prioritizes resources needed to achieve results

High level of attention to detail

Highly motivated/self-starter with a sense of ownership, willingness to learn, high degree of curiosity and desire to succeed

Must perform well in high pressure situations, balance competing priorities, and demonstrate the ability to work without direct supervision

Our Company

Abercrombie & Fitch Co. is a global, digitally led omnichannel specialty retailer of apparel and accessories catering to kids through millennials with assortments curated for their specific lifestyle needs.

The company operates a family of brands, including Abercrombie & Fitch, YPB, abercrombie kids, Hollister and Gilly Hicks, each sharing a commitment to offer products of enduring quality and exceptional comfort that support global customers on their journey to being and becoming who they are. Abercrombie & Fitch Co. operates over 750 stores under these brands across North America, Europe, Asia and the Middle East, as well as the e-commerce sites abercrombie.com, abercrombiekids.com, and hollisterco.com.

At Abercrombie & Fitch Co., we lead with purpose and always put our people first. We’re proud to offer equitable compensation and benefits, including flexibility and competitive Paid Time Off, as well as education and engagement events, including various Associate Resource Groups, volunteer opportunities and additional time off to give back to our global communities.

Benefits & Perks

As an Abercrombie & Fitch Co. (A&F Co.) associate, you’ll be eligible to participate in a variety of benefit programs designed to fit you and your lifestyle. A&F Co. is committed to providing competitive and comprehensive benefits that align with our company’s culture and values, but most importantly – with you! We also provide competitive incentives to reward the commitment our associates have for moving our global business forward:

Incentive bonus program

401(K) savings plan with company match

Annual companywide review process

Flexible spending accounts

Medical, dental and vision insurance

Life and disability insurance

Associate assistance program

Paid parental and adoption leave

Access to fertility and adoption benefits through Carrot

Access to mental health and wellness app, Headspace

Paid Caregiver Leave

Mobile Stipend

Paid time off and one paid volunteer day per year, allowing you to give back to your community

Work from anywhere (Mondays and Fridays are “work from anywhere” days for most roles and six work from anywhere weeks per year)

Seven associate wellness half days per year

Merchandise discount on all of our brands

Opportunities for career advancement, we believe in promoting from within

Access to multiple Associate Resource Groups

Global team of people who will celebrate you for being YOU! Additional Information

ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER

Full-time