Director, Store Labor Strategy, Performance & Workforce Management

Coach is a global fashion house founded in New York in 1941. Inspired by the vision of Creative Director Stuart Vevers and the inclusive and courageous spirit of our hometown, we make beautiful things, crafted to last—for you to be yourself in.

Coach is part of the Tapestry portfolio – a global house of brands committed to stretching what’s possible.

A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive. Visit Our People page to learn more about Tapestry's commitment to equity, inclusion, and diversity.

Primary Purpose:

As the Director of Store Labor Strategy, Performance & Workforce Management, you will be responsible for owning the strategy, standards, systems and execution processes that translate Coach North America’s labor investment into selling capacity, customer experience, and profitable store performance.

Sitting under the Vice President of North America Finance, and partnering closely with Retail Operations, this role combines rigorous analytical insight and operational understanding, as business owner of implementing and maintaining a demand-driven labor model– and ensuring it is planned, deployed, measured and continuously improved across the North America store fleet. You will lead a cross-functional team focused on optimizing labor processes through automation, budgeting, forecasting, and reporting, and will collaborate closely with senior stakeholders to harness data-driven insights that enhance cost efficiency.

The successful individual will leverage their proficiency in the aforementioned areas with the following Key Responsibilities:

1. Store Labor Strategy & Framework

· Own the business framework for how store labor drives sales growth, customer conversion, selling effectiveness, and productivity across the fleet.

· Define and maintain the four labor buckets — base, demand-driven, investment, and exception — establishing clear financial guardrails and decision rights for each.

· Develop ROI frameworks that enable the organization to evaluate labor as a profit investment, not just a cost to control.

· Partner with Finance and Retail Operations to ensure labor planning aligns with sales forecasts, payroll targets, productivity expectations, and business priorities.

· Provide labor, productivity, and operating assumptions that inform store fleet decisions including new stores, remodels, and relocations.

2. Labor Standards & Workforce Management

• Implement and maintain a demand-driven labor model that reflects selling requirements, customer traffic patterns, operational workload, and store complexity across all channels and formats.

• Define labor requirements across all major work roles: selling, service, cashiering, management, replenishment, receiving, visual execution, and omnichannel activity.

• Establish and enforce the distinction between selling and non-selling labor — ensuring clear visibility into true selling capacity, TPSLH, and productivity by role.

• Own all business rules and labor logic within the workforce management platform, including work roles, demand drivers, labor buckets, scheduling rules, forecasting inputs, and exception processes.

• Partner with Retail Operations, Field Leadership, HR, Analytics, and Technology to keep workforce management processes accurate, scalable, and grounded in store reality.

• Regularly recalibrate standards based on store activity, business performance, field feedback, and operational change.

3. Labor Deployment, Performance & Execution Governance

• Conduct day- and hour-level analysis to optimize labor allocation — identifying where labor is under-deployed, over-deployed, or misaligned relative to demand and opportunity.

• Define the operating routines that translate labor standards and demand forecasts into effective store schedules, ensuring alignment across customer demand, associate availability, operational requirements, and financial guardrails.

• Establish governance for labor exceptions, schedule overrides, incremental requests, events, and unplanned needs — creating clear decision rights and accountability at each level of the field.

• Monitor the full labor execution chain: planned hours → scheduled hours → worked hours → actual selling coverage, and diagnose where breakdowns occur.

• Build reporting and feedback loops that give field leaders actionable visibility into labor productivity, selling coverage, conversion performance, and payroll adherence — reporting that drives behavior, not just tracking.

• Design and run structured labor pilots with defined hypotheses, control groups, success metrics, and invalidation criteria; translate results into model updates or scaled deployment decisions.

• Lead continuous improvement of workforce planning, scheduling, payroll forecasting, and labor deployment processes across the fleet.

4. Planning, Incentives & Cross-Functional Alignment

• Partner with Finance, Retail Operations, HR, and Store Leadership to integrate labor requirements and productivity expectations into annual planning, forecasts, and business reviews.

• Co-own store-level bonus targeting by providing labor productivity and operational performance input, ensuring incentive targets reflect store reality and drive the right behaviors.

• Communicate labor strategy, model logic, and performance insights clearly to finance, field, and senior leadership — bridging analytical rigor with store-level human context.

An outstanding professional will have:

• Deep experience building retail labor models from raw inputs — not inheriting them; demonstrated ability to implement and maintain a demand-driven model at scale.

• Fluency in work driver architecture: selling, BOH, task, and census planning.

• Proven track record of earning trust across finance, operations, and field simultaneously.

• Demonstrated ability to run structured pilots and read results with statistical credibility.

• Proficiency with workforce management platforms and their reporting modules; hands-on WFM platform experience at scale.

• Demonstrated experience leveraging AI or advanced analytics tools to enhance analysis, automate workflows, or improve business outcomes.

• Strong analytical capability at the day and hour level; comfort with large datasets and BI tools.

• 10+ years in retail labor planning, workforce management, or related operational and financial roles.

• Proficiency in Excel; experience with demand-driven scheduling platforms.

Coach 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. *LI-KP1 Visit Coach at www.coach.com.

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 their 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.

Coach. 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.

Americans with Disabilities Act (ADA)

Tapestry, Inc. will provide applicants and employees with reasonable accommodation for disabilities or religious beliefs. If you require reasonable accommodation to complete the application process, please contact Tapestry People Services at 1-855-566-9264 or [email protected]

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Base Pay Range

$170,000.00-$185,000.00

Here are some of the benefits that we offer: Medical insurance, Dental insurance, Vision insurance, 401 (K), Paid Paternity and Maternity leave, Commuter Benefits, Disability insurance and Tuition assistance. Please click here for a complete list of U.S Corporate Compensation & Benefits.