Customer Care Experience Manager (AI)

Location: Global Home Office in Columbus, Ohio, United States; hybrid flexibility includes work-from-anywhere days for most roles. The role requires approximately one international trip per year.

Company

Abercrombie & Fitch Co. is a global, digitally led omnichannel specialty retailer of apparel and accessories operating multiple fashion brands, stores, and e-commerce sites.

What you will do

• Lead multidisciplinary teams across Experience Support, Service Support, Communications, and Training.
• Partner with Customer Care Operations, Automation Experience, and BPO partners to identify operational gaps and improve service performance.
• Monitor customer, associate, and AI-assisted interaction trends, quality metrics, readiness, communications, knowledge utilization, and service support performance.
• Define and continuously improve Customer Care processes, quality assurance programs, calibration practices, knowledge management, communications, and learning programs.
• Coordinate operational readiness for peak seasons, major initiatives, and technology implementations.
• Manage escalations, business continuity planning, on-call support, feedback loops, leadership development, and incentive strategies.

Requirements

• 5+ years of progressively responsible retail experience; customer care, brick-and-mortar retail operations, or retail management experience is beneficial.
• Frontline customer service experience in retail stores or contact centers and experience leading quality assurance, communications, knowledge management, training, readiness, or operational support functions.
• Experience with change management, operational readiness, process improvement, strategic planning, resource prioritization, metrics, and financial analysis.
• Strong proficiency with generative AI tools and use cases, including significant experience with Microsoft Copilot and OpenAI ChatGPT.
• Bachelor’s degree required.

Culture & Benefits

• Full-time employment with incentive bonuses, paid time off, and a paid volunteer day.
• Medical, dental, vision, life, disability, flexible spending, and mental health benefits.
• 401(k) savings plan with company match and paid parental, adoption, and caregiver leave.
• Work-from-anywhere flexibility on Mondays and Fridays for most roles, plus six work-from-anywhere weeks per year.
• Career advancement opportunities, Associate Resource Groups, wellness programs, merchandise discounts, and a global team environment.