Melissa Gooch
About Melissa Gooch
Melissa Gooch serves as the Director of Ecommerce Operations for Zale Brands at Signet Jewelers, where she has worked since 2018. She has extensive experience in customer care and ecommerce management, having held various leadership roles within Signet and Sterling Jewelers over the past two decades.
Work at Signet Jewelers
Melissa Gooch currently serves as the Director of Ecommerce Operations for Zale Brands at Signet Jewelers, a position she has held since 2018 in Coppell, TX. In this role, she acts as the Omni-Channel Subject Matter Expert and Ecommerce Point of Contact for Store Operations. Her responsibilities include collaborating with Ecommerce business leaders to prioritize requests and partnering with IT to manage bi-monthly releases to the Ecommerce production environment. Prior to her current role, she held various positions at Signet Jewelers, including Senior Director of Work Stream Leadership and Senior Director of Recovery.
Previous Experience at Sterling Jewelers
Before joining Signet Jewelers, Melissa Gooch worked at Sterling Jewelers for several years. She served as the Director of 90 Day Recoveries from 2003 to 2007 and then as the Director of 30 Day Recoveries from 2007 to 2014. During her tenure, she focused on recovery strategies and customer care optimization. Her experience at Sterling Jewelers provided her with a strong foundation in customer service and operational management.
Customer Experience and Analytics Expertise
Melissa Gooch utilizes Medallia and Decibel Insights to gather customer feedback and UX analytics. This data-driven approach allows her to make enhancement recommendations that improve the Net Promoter Score (NPS) across five brands. She collaborates with Customer Support Leadership to identify and address pain points in the online purchase and post-purchase journey, ensuring a seamless customer experience.
Leadership in Ecommerce Operations
In her role as Director of Ecommerce Operations, Melissa Gooch leads the Vendor Operations Team, managing vendor relationships, lead times, inventory reconciliation, and fulfillment expediting. She acts as the Ecommerce business delegate for Corporate PMO, supporting initiatives such as the implementation of Narvar, Apple Pay, and Akamai Media Manager. Her leadership in these areas contributes to the overall efficiency and effectiveness of ecommerce operations.
Education and Professional Development
While specific educational details are not provided, Melissa Gooch's extensive career in ecommerce and customer service indicates a strong background in these fields. Her progression through various leadership roles at Signet and Sterling Jewelers demonstrates a commitment to professional development and expertise in ecommerce operations.