Job DescriptionSenior Director, Customer CareOverview 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.
Key ResponsibilitiesCustomer Care Operations
- 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 Leadership & Performance
- 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
Customer Experience & Insights
- 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
Technology & Systems
- 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
Service & Repairs
- 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
Cross-Functional Partnership
- Collaborate with Retail, eCommerce, and Operations teams to align on service standards and execution
- Ensure SOPs are clearly defined and consistently followed
Financial & Operational Management
- Manage departmental budget, including staffing and vendor support
- Monitor productivity and cost-to-serve metrics, identifying opportunities for efficiency
Qualifications- 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
- Experience in luxury, retail, or high-touch service environments preferred
- Strong people leadership skills with the ability to develop managers and teams
- Effective cross-functional collaborator with strong communication skills
Location: Lyndhurst, NJ
Estimate Salary Range: $170-$190k
Base pay is one component of David Yurman's total compensation package, which may also include the following for eligible employees: access to healthcare benefits, 401(k) plan, bonus, employee discounts, Summer Fridays (corporate roles), generous paid time off, sick time, and more.
