Sr Manager, Customer Care - Eataly Corporate

Eataly North America•New York, NY

12h

About The Position

The Senior Manager, Customer Care owns and evolves the digital customer support, reputation management, and antifraud workflows for Eataly North America. The Sr Manager Customer Care oversees the first point of contact for all customer contact through digital communications, working collaboratively with teams at local and corporate level to identify in-store issues, consistent themes, and notable brand impact moments for appropriate escalation and ownership.

Requirements

6+ years in Customer Care / CX / Operations roles within retail, hospitality or eCommerce; minimum 3 years managing employees or external vendors.
Practical experience administering Zendesk (or comparable enterprise ticketing platform).
Strong analytical skills and comfort with dashboards, KPI design and reporting.
English fluency required.

Nice To Haves

Background in hospitality operations (restaurant reservations and guest recovery).
Experience with review management platforms and integrations.
Familiarity with workforce management tools and contact center QA programs.

Responsibilities

Design, implement and govern the omnichannel customer support model using Zendesk as the single source of truth for ticketing, routing, SLA enforcement and knowledge management; ensure unified customer history and smooth handoffs between channels (email, phone, chat, social, messaging, in-store).
Centralize monitoring and response to public reviews via Local Strategy; classify incoming reviews, convert critical reviews into operational tickets, assign follow-ups to store or central teams, and define public reply templates and timing objectives.
Partner with Marketing/PR on all high level customer services issues that could have notable brand impact to escalate reputational issues and convert positive feedback into content.
Monitor for anti-fraud activity and partner with Eataly global digital team to ensure reduced risk for fraud
Implement manual review playbooks, measure false positives/negatives and refine rules to balance conversion and security; coordinate with Finance and Legal on dispute resolution and reporting.
Manage the outsourced 1st-level vendor including WFM and forecasting, capacity planning for seasonal peak demand, SLA enforcement, QA program and continuous coaching.
Create and maintain a comprehensive handbook for 1st-line 3rd party agents covering scripts, escalation flows, refund and voucher handling, classes and events procedures, and language guidance.
Define and report on key metrics, and identify trends and consistent themes in customer experience
Collaborate with the IT department to help shape and maintain a 12–24-month systems roadmap for customer care. Ensure the roadmap reflects business priorities aimed at enhancing service levels and boosting efficiency.