Director, Labor Strategy and 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.

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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.

• 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.
• 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.
• 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…