We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making—and our story is still unfolding.

We’re here for it. We think you should be too. We’re looking for a driven professional with an inclusive mindset to join our team as a Senior Director, Customer Care.

The Senior Director, Customer Care is directly responsible for the Customer Care organization, Workforce Management and our Outsourcing partners, and has dotted line oversight of the Customer Care training and development team. This role is responsible for creating a best in class organization that delivers brand-differentiating customer experiences, enables company sales growth, and drives profitability. This role creates and drives innovative business strategies using customer data, insights and KPIs. This role utilizes customer feedback and care contact drivers to collaborate cross functionally with store, supply chain, digital and merchandising leadership to continuously improve and optimize processes.

This position is based out of our corporate office in Northbrook, IL.

A day in the life as a Senior Director, Customer Care…

• Deliver strategies and solutions to exceed company sales, profitability and department goals
• Continuously improve business processes and the customer experience through all Customer Care business channels, including voice, email, SMS and chat
• Drive team accountability in achieving company sales goals and customer service performance metrics
• Fully manage the P&L for Customer Care, driving profitability while ensuring that customer quality and service goals are met; leverage forecasting to support staffing and hiring plans based on expected volume
• Optimize our BPO relationships to drive brand engagement and strong quality and productivity results that meet or exceed our shared standards
• Collaborate with cross functional leaders to consistently improve the customer experience and reduce friction
• Support company initiatives and projects by communicating expectations and impact on sales and customer service
• Manage all aspects of performance, development, and engagement of Contact Center associates to encourage professional growth in a remote work environment
• Promote a team culture that values and rewards collaboration, customer focus, resilience and accountability

What you’ll bring to the table…

• In-depth understanding of contact center operational strategies, and experience conducting needs assessments, and capacity and budgetary planning including direct P&L management
• Ability to effectively operate at the strategic and tactical levels to drive process and organizational improvement
• Exceptional project management and time management skills; ability to effectively prioritize and manage multiple priorities simultaneously, with keen focus on efficient productivity and delivering results
• Excellent oral and written communication, presentation and facilitation skills, and ability to communicate effectively at all levels within the organization
• Exceptional leadership skills, with a track record of building teams, driving individual development, and attracting and retaining talent

We’d love to hear from you if you have…

• 10+ years of experience in customer service or contact center environments (direct to consumer or ecommerce organization preferred)
• 7+ years of experience in Contact Center leadership, or equivalent
• Master’s degree preferred
• Experience with department branding of a mid to large size customer service group
• Strong process and systems knowledge in the contact center space
• Experience successfully managing BPO teams