Retail Systems Operation Assistant Manager/Manager

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At Tapestry, being true to yourself is core to who we are. When each of us brings our individuality to our collective ambition, our creativity is unleashed. This global house of brands - Coach, Kate Spade New York, Stuart Weitzman - was built by unconventional entrepreneurs and unexpected solutions, so when we say we believe in dreams, we mean we believe in making them happen. We're always on a journey to becoming our best, but you can count on this: Here, your voice is valued, your ambitions are supported, and your work is recognized.

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Title: Assistant Manager/Manager, Retail Systems Operation

Report to: Senior Manager, Retail Systems Operation (Osaka)

Location: Tokyo

Primary Purpose:

Retail system operation support will be responsible for Tapestry Retail store system support (Coach, KateSpade, Stuart Weitzman) in Asia which is counted 750+ and located multiple countries widely. The person will have responsibility to provide regional IT systems Level 2 support across Asia

The successful individual will leverage their proficiency to support...

• Daily Operation 　 20%
  • Support and maintain all Asia Retail IT systems under Tapestry group, include but not limited to POS/Time & Attendance/Inventory Management system, CRM/Clienteling and T&A solutions in store across Asia

• • Arrange, attend and facilitate calls during non-office hours for P1 issues or issues requiring other global or offshore teams support
  • Resolve all open issue case within SLA with proper communication with business/user and relative teams, collaborating with local, regional and global partners.
  • Reduce the outage possibility & risk and improve availability of IT systems for avoid any operation impact
  • Manage support team resource and secure resources for priority task
  • Supervise the progress of routine task/ daily issue cases which team following up

• Routine business support 10%
  • Support month end across Asia
  • Support stock take across Asia countries upon request
  • Response for Front end program deployment to store device level, include PC/iPad/iPod
  • Response for windows security patch deployment to store device level. (PC/POS)

• Ticket Management 10%
  • Ability to manage tickets and identify appropriate parties for follow up and oversee issue resolutions to root cause closure.

• Business Management 30%
  • Manage the communication to provide prompt response, identify the actual impact and provide follow up action items
  • Coordinates regular training for improve the resolution rate of help desk
  • Ensure compliance to all user objectives and manage communication with various user groups to identify/resolve all issues.
  • Deliver regular news/tips and communication to relative teams to synchronize information sharing
  • Establishes good relationships with business and relative Departments across Asia

• Service Improvement Analysis - Enhancement of Service 3 0%
• Review the frequent escalated case, analysis root cause and propose solution to reduce escalation and increase resolution rate at 1st/2nd level support
  • Review user call / ticket trend regularly and analyze for reduce escalation and improve capability of help desk support as maxim

• Analyze the operation case and system incidents/inquiries regular basis to keep maintaining high performance standard
  • Come up with follow up action(s)/timeline to realize analysis result
  • Lead to drive to reduce frequent incidents
  • Workaround explore to improve business contingency during system failure
  • Built and enforce action plan based on user regular feedback/Quarterly survey
• Build the team with SME mindset to operate and grow
  • Build strong partnership with vendors very closely to offer the best in class support and customer shopping experiences in the entire Asia
  • Develop and maintain both technical/user documentation regularly, includes but not limited to configuration guide, technical manual. And upload latest user manual on communication web page as appropriate

The accomplished individual will possess...

• Bachelor or above of computer science or related discipline
• Minimum 2 years of experience of system support for store users
• In-depth knowledge of Retail applications
• Strong communication skills in both Japanese and English are MUST.
• Experience in partnering with business users and other IT team members to design and implement system & process
• Adaptable and flexible person with a service oriented manner and proactive mind
• Person who has a strong sense of responsibilities and ownership
• Rich experience in incident management, knowledge of ITIL concept
• Experience in vendor management and service delivery management
• Eager to learn, passionate, responsible and being a team player are the critical personal traits that are needed
• Have experience of manage overseas/offshore direct staffs
• Drive cases even it is uncertain situation and find/develop the right way for company/business and team proactively

An outstanding professional will have...

• Knowledge of store opening process
• Additional language capabilities: Chinese, Korean
• Testing skill and Project management skill

Our Competencies for All Employees

• Courage : Doesn't hold back anything that needs to be said; provides current, direct, complete, and "actionable" positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
• Creativity : Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Dealing with Ambiguity : Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
• Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
• Interpersonal Savvy : Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
• Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Our Competencies for All People Managers

• Strategic Agility : Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
• Developing Direct Reports and Others : Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
• Building Effective Teams : Blends people into teams when needed; creates strong morale
  and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Tapestry, Inc. is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. Visit Tapestry, Inc. at http://www.tapestry.com/