Senior Director, Customer Care

About Us

David Yurman is a celebrated American jewelry company founded in New York by David Yurman, a sculptor, and his wife, Sybil, a painter and ceramicist. When the artists began collaborating, their goal was simply to make beautiful objects to wear. Led today by their son Evan, David Yurman creates timeless, yet contemporary collections for women and men defined by inspiration, innovation, consummate craftsmanship and cable - the brand's artistic signature.

David Yurman collections are available at retail stores throughout the United States, Canada, Hong Kong and France and at locations worldwide, through their exclusive authorized fine jewelry and timepiece network of retailers.

Our Values

At David Yurman, creativity, innovation and impeccable craftsmanship are at the core of everything we do. Fueled by the energy of our hometown, New York City, artistic passion informs each and every jewelry design. The Yurman family's guiding vision continually defines and redefines what it means to be the preeminent American luxury jewelry brand. We are committed to responsible business and social practices and to the protection and advancement of human rights.

We believe in partnering with others who share these values and understand their importance.

Job Description

Senior Director, Customer Care

Overview 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 Responsibilities

Customer 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…