Job Description 

 The Abercrombie Digital and Technology End User Services team is a high energy, user experience-oriented team providing technical support to each of Abercrombie’s core global business functions. Services provided are available 24x7x365 and responds to service requests from our corporate, distribution, and retail business units.

The Supervisor, End User Services provides guidance to their designated team by consistently demonstrating A&F’s core culture and values. The Supervisor ensures effective day-to-day operation of the service desk through constant supervision of assigned work and performance management.  The Supervisor will also collaborate with individuals across many internal professional roles, as well as third-party vendors. You will also provide end-to-end service experience which requires maintaining the current state; measuring delivery expectations and satisfactions; and driving maturity.

This job is located at our Global Home Office in Columbus, Ohio. You will report onsite up to 3 days a week.

What Will You Be Doing? 

• Responsible for the daily performance of End User Services roles and services, including but not limited to Service Desk operations and EUS Specialists, supporting corporate, distribution center, and retail users.
• Fulfills the Incident Manager role, ensuring that incidents are handled effectively and efficiently. Acts as a point of escalation while on-duty.
• Manages operational and tactical performance analysis and reporting.
• Engages in the recruitment, training, and development of respective roles within the team.
• Works directly with other roles leading EUS service improvement initiatives.
• Participate in on-call rotation as needed.

What Do You Need To Bring? 

•  Bachelor’s Degree or related experience

• Minimum 6 years of experience working in call center environments preferred

• Minimum 3 years of experience leading technical, customer support, or retail teams required

• Must have strong verbal and written communication skills to interact with all levels of associates, senior management, and vendors

• Strong time management skills

• Excellent customer service and leadership skills

• Solid technical background with an ability to give instructions to a non-technical audience

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• Ability to think and react in a high-energy, fast paced environment 

Our Company 

Abercrombie & Fitch Co. (A&F Co.) is a global retailer of five iconic, omnichannel lifestyle brands catering to the kid through millennial customer: Abercrombie & Fitch, abercrombie kids, Hollister, Gilly Hicks and Social Tourist. At A&F Co., we’re here for our associates, customers and communities on the journey to being and becoming who they are – and because no journey is the same, we strive to create an inclusive culture, where everyone is free to share ideas.  

Our Values 

We lead with purpose and always put our people first, which is evidenced by our Great Place to Work™ Certification, as well as being a 2021 recipient of Fortune’s Best Workplaces in Retail, and named a Best Place to Work for LGBTQ+ Equality by the Human Rights Campaign for 16 consecutive years. We’re proud to offer equitable compensation and benefits, [including flexibility and competitive Paid Time Off], as well as education and engagement events, including various Associate Resource Groups, volunteer opportunities and additional time off to give back to our global communities.  

What You'll Get

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 is committed to providing simple, 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  
• Paid Time Off and Work From Anywhere Flexibility    
• Paid Volunteer Day per Year, allowing you to give back to your community 
• Merchandise Discount 
• Medical, Dental and Vision Insurance Available 
• Life and Disability Insurance 
• Associate Assistance Program 
• Paid Parental and Adoption Leave 
• Access to Carrot to support your unique parenthood journey 
• Access to Headspace dedicated to creating healthier, happier lives from the inside out 
• 401(K) Savings Plan with Company Match 
• Opportunities for Career Advancement, we believe in promoting from within 
• A Global Team of People Who'll Celebrate you for Being YOU 

ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER