Senior Director, Customer Care

Summary

The Senior Director, Customer Care will lead and scale a multi-channel customer service organization, overseeing contact center operations, after-sales repairs, and performance management. Reporting to the VP of OMNI Operations, this role drives a metrics-based approach to improve service quality, customer retention and revenue while partnering with cross-functional teams and technology partners such as Salesforce Service Cloud. The leader will manage Customer Care managers and frontline teams and own departmental budgeting and vendor relationships.

• Lead daily operations across all contact channels including phone, email, chat, outbound outreach and planned SMS.
• Oversee teams including Core Customer Service, Sales and Clienteling, Care and Service (Repairs), Training and Quality, and Operations.
• Establish and manage KPIs (SLA, AHT, FCR, conversion) with performance management routines and quality assurance programs.
• Identify and implement process improvements to reduce friction, increase efficiency, and ensure consistent luxury service standards.
• Partner with Digital/IT to optimize systems (Salesforce Service Cloud, Order Management, Marketing Cloud, Experience Cloud) and drive tool adoption.
• Oversee customer-facing repair/service processes and collaborate with Operations/Supply Chain to improve turnaround and transparency.
• Manage departmental budget, staffing, and vendor relationships while monitoring productivity and cost-to-serve.

• 8–12+ years of customer care/contact center leadership experience with mid- to high-volume operations.
• Proven, metrics-driven experience with contact center KPIs, workforce management and quality programs.
• Hands‑on experience with Salesforce Service Cloud and familiarity with order management or similar platforms and ACD systems.
• Experience managing omnichannel support across voice, chat, email and outbound channels.
• Strong people leadership skills with experience developing managers and frontline teams and partnering with HR on hiring and retention.
• Experience in luxury, retail, or high‑touch service environments preferred and ability to translate data into operational improvements.