Senior Director, Customer Care
brobstongroup.com - Jobboard
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. Responsibilities 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. Requirements 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. #J-18808-Ljbffr brobstongroup.com - Jobboard
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