Senior Director, Customer Care

Job Description

Senior Director, Customer Care

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.

• 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

• 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

• 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

• 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

• 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

• Collaborate with Retail, eCommerce, and Operations teams to align on service standards and execution
• Ensure SOPs are clearly defined and consistently followed

• Manage departmental budget, including staffing and vendor support
• Monitor productivity and cost‑to‑serve metrics, identifying opportunities for efficiency

• 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

Lyndhurst, NJ

$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.

As a company founded by artists, David Yurman champions self‑expression in everything we do. We are committed to fostering a culture of openness and creative collaboration within our entire community, and we cherish the diversity of our employees’ backgrounds and perspectives. We will always advocate for equity and inclusion for all.

David Yurman is an Equal Employment Opportunity employer and provides equal opportunities to all employees and applicants without regard to an individual’s age, race, creed, color, religion, national origin, sex (including pregnancy, sexual orientation, gender).