Training & Quality Manager, Customer Care

David Yurman•Lyndhurst, NJ

2d•Onsite

About The Position

The Training & Quality Manager, Customer Care will be responsible for the design, development and implementation of training programs to ensure we deliver a luxury experience to our clients and deliver on our mission to share in life’s exceptional moments. David Yurman’s growth across all our sales channels is bringing an expansion to our contact center, including new and expanded programs, specialties and technology. This position requires a proven track record in training – design, development and implementation and the ability to work independently while leading and developing direct reports and impacting the development of other team members through training and quality programs.

Requirements

Minimum 3 years of experience in Learning & Development.
Experience working in a customer contact center environment.
Understanding of contact center quality assurance scoring, calibrations and coaching.
Experience with instructional design and program design and delivery.
Previous experience delivering training or coaching.
Creative approach to training and a desire to make learning interactive.
Effective interpersonal and presentation skills.
Desire to be a change agent.
Ability to be agile and work in ambiguous environments.
Demonstrates passion and compassion for customers and team members.
A self-starter with strong prioritization, management, and organizational skills.
Enthusiastic team player with a strong sense of ownership and can-do attitude.

Nice To Haves

Bachelor's degree preferred.
Experience with luxury brand, a plus.

Responsibilities

Collaborate with Contact Center managers of Core team, Sales and Clienteling, Operations and Care and Service to identify learning needs throughout the department.
Partner with the Learning & Development team to deliver live, product-focused training experiences tailored to Customer Care.
Design, develop and implement training programs and SOPs, independently and in collaboration with intradepartmental business partners and cross functional departments.
Utilize a variety of delivery formats, including instructor-led, web-based, and blended learning, to support diverse learning styles and maximize engagement.
Review and update current training including new hire onboarding training materials.
Drive Holiday readiness through the development and continuous refinement of the Seasonal training program, ensuring consistent performance, efficiency and brand-aligned client experience during peak periods.
Lead training and communication for new product launches, business campaigns, tech updates, and process changes to ensure smooth adoption and minimal disruption to service levels.
Revamp and continuously maintain knowledgebase and other agent-facing content.
Oversee quality calibration sessions with the leadership team to ensure consistent and fair evaluation standards.
Ensure training programs and the Quality Assurance scorecard are aligned with service and brand standards, reinforcing luxury-level communication and Core Values-aligned behaviors.
Guide and align the Customer Care leadership team to deliver consistent and effective performance feedback and coaching.
Lead, support, guide, and develop the Supervisor of Training, Quality and Comms. and Quality Assurance Coordinator.
Analyze quality and service performance metrics to identify trends and root causes, partnering with Customer Care leadership to implement targeted strategies that drive measurable performance improvements.