Assistant / Associate Analyst, Customer Care Automation Experience (Technology Enablement) at Abercrombie & Fitch Co. in Columbus, Ohio

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.
• The Assistant/Associate Analyst, Customer Care Automation Experience (Technology Enablement) plays a key role in bringing new technology-led experiences to life across Customer Care. As part of the Customer Care Automation Experience team, this role helps translate new and evolving AI, automation and system capabilities into clear, actionable resources that prepare Customer Care teams for what's changing and how to work differently. This individual partners closely with Customer Care automation and AI optimization partners and cross-functional Process, Training, Communications and Quality partners to support the successful rollout and adoption of technology-led changes. They will develop training and enablement materials, communications, job aids and other readiness resources that help associates and leaders confidently navigate new capabilities and support successful adoption of new technology experiences.
• This role is based at our Global Home Office in Columbus, OH.

Responsibilities

• Technology Enablement: Translate new AI, automation and system capabilities into clear, frontline-ready enablement that helps associates and leaders understand what is changing, why it matters and how to successfully work within new experiences
• Training & Resource Development: Develop engaging technology-specific training materials, job aids, quick-reference guides, FAQs, demos, release resources and other tools that make complex capabilities easy to understand and apply
• Launch Readiness & Enablement Planning: Maintain visibility to upcoming technology changes, document training and communication needs, and develop readiness activities and supporting materials throughout the release lifecycle
• Communications: Develop clear, audience-appropriate communications supporting technology releases, enhancements, pilots and changes, translating technical information into practical implications for Customer Care teams
• Knowledge Management: Maintain technology enablement documentation, knowledge repositories and self-service resources, ensuring easy access to current information and guidance
• Training & Facilitation: Support and facilitate technology-specific learning sessions, demonstrations, office hours and other readiness activities for associates, leaders and operational partners
• Cross-Functional Partnership: Work alongside Process, Training, Communications and Quality partners to align technology enablement with broader Customer Care standards and coordinate shared enablement activities when technology changes impact multiple teams
• Continuous Enablement: Maintain and evolve technology-specific materials as AI, automation and systems continue to change, ensuring resources remain accurate and relevant beyond initial launch
• Feedback & Improvement: Gather associate and leader feedback following releases to identify knowledge gaps, areas of confusion and opportunities for additional reinforcement, and share insights with automation and AI optimization partners to inform future improvements
• AI-Powered Enablement: Leverage AI and emerging tools to accelerate the creation, maintenance and delivery of enablement resources, continuously exploring new ways to make technology learning faster, more engaging and scalable

Requirements

• Bachelors degree required
• 1+ years of experience
• Experience supporting technology enablement, training, communications, customer experience, operations or a related discipline
• Experience developing training materials, communications, job aids, documentation, digital learning content, presentations, knowledge resources, multimedia training materials or other enablement resources
• Experience in Customer Care, retail/e-commerce, contact center technology, CRM platforms or AI-enabled customer experiences is a plus
• Communicates clearly and directly to enable action and speed
• Organizes and plans to achieve productivity and efficiency
• Quickly assimilates and uses new information
• Builds and maintains strong, productive relationships, collaborates on solutions to achieve team and business goals, and seeks out input from others and shows an openness to different perspectives
• Seeks out new learning and exposure and stays current with functional, industry and cultural trends globally
• Seeks out feedback and continually self improves; hindsights and draws learnings from mistakes and successes
• Creates solutions with the future in mind, embraces needed change, and deals comfortably with ambiguity

Skills

Required

• AI
• Automation
• CRM platforms
• AI-enabled customer experiences
• Contact center technology

Benefits

• 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!