Senior Director, Customer Care

David Yurman Enterprises•Lyndhurst, NJ

10d•Onsite

About The Position

David Yurman is seeking a Senior Director of Customer Care to lead and scale a high-performing, luxury service organization across all customer touchpoints. Reporting to the VP of OMNI Operations, this role is responsible for day-to-day operations, performance management, and continuous improvement of a multi-channel Customer Care function, including inbound/outbound contact center operations and after-sales service (repairs). This leader will drive a productive, metrics-based, and accountable organization that delivers exceptional service while supporting revenue growth, customer retention, and brand loyalty. The role requires strong operational expertise, team leadership, and hands-on experience with enabling technologies including Salesforce Service Cloud.

Requirements

8–12+ years of experience in customer care/contact center leadership
Proven experience running a metrics-driven, mid to high-volume call center environment with clear performance accountability
Hands-on experience with Salesforce Service Cloud; familiarity with Salesforce Order Management or similar order management/service platforms, as well as Contact Center ACD systems
Experience managing omnichannel support (voice, chat, email, outbound)
Strong understanding of contact center KPIs, workforce management, and quality programs
Ability to translate data into operational improvements
Strong people leadership skills with the ability to develop managers and teams
Effective cross-functional collaborator with strong communication skills

Nice To Haves

Experience in luxury, retail, or high-touch service environments preferred

Responsibilities

Lead daily operations across all Customer Care contact channels (phone, email, chat, outbound outreach and planned launch of SMS)
Oversee internal teams: Core Customer Service, Sales and Clienteling, Care and Service (Repairs), Training and Quality, Operations
Execute against defined service strategy with clear accountability for KPIs (SLA, AHT, FCR and conversion)
Identify and implement process improvements to reduce customer friction, increase efficiency, consistency, and service quality
Ensure seamless support for customers of eCommerce, Retail and Wholesale. Support DY eCommerce team, Retail Stores and Wholesale Sales Support Team
Lead, coach, and develop Customer Care managers and frontline teams
Establish performance management routines, including KPI tracking, quality assurance, adherence to schedule, and coaching frameworks
Partner with HR on hiring, onboarding, retention strategies and performance management.
Drive a culture of accountability, responsiveness, and continuous improvement
Elevate the customer experience by identifying pain points and implementing practical solutions
Leverage customer feedback and operational data to inform improvements
Ensure service delivery aligns with luxury brand expectations
Partner with Digital/IT teams to optimize Customer Care systems, including Salesforce Service Cloud, Order Management, Marketing Cloud, and Experience Cloud, Commerce Cloud for OOBO and CSC.
Drive adoption and effective use of tools to improve agent productivity and reporting accuracy
Champion the Customer Experience with cross functional tech teams, supporting system enhancements and process standardization
Oversee customer-facing aspects of repair/service processes, ensuring clear communication and timely resolution
Continue to establish standards to scale this program. Champion the customer and preserve brand loyalty.
Partner with Operations/Supply Chain to improve turnaround times and transparency
Collaborate with Retail, eCommerce, and Operations teams to align on service standards and execution
Ensure SOPs are clearly defined and consistently followed
Manage departmental budget, including staffing and vendor support
Monitor productivity and cost-to-serve metrics, identifying opportunities for efficiency