Director, Customer Service

What You'll Do

• Identify and assess Workforce Management needs, including forecasting, scheduling, and budgeting.
• Provide support to partners and recommend practical, creative solutions that balance customer lifetime value and cost containment.
• Provide subject matter guidance on a variety of Customer Care matters, such as the implantation of AI tools for customer care representatives, and pilots that improve partnerships with our Neiman Marcus and Bergdorf Goodman stores.
• Monitor developments in the luxury retail and customer care industry, and provide proactive, strategic advice to relevant partners.
• Support and collaborate with international call center partners to meet common NMG goals.
• Support the digital transformation in Customer Care, including the implementation of a new warehouse management system.
• Advise managers on associate coaching matters to enhance the culture and associate experience.

What You Bring

• 8-10 years of relevant experience in Customer Service/Call Centers with 5+ years of progressively senior leadership roles and supervisory experience
• Luxury retail experience, including with international partners, or large corporate environments preferred
• Technical knowledge of customer care Goals, and data analytics reporting
• Resolve differences of opinion amongst partners, while navigating relationships and difficult decisions.
• Familiar with and comfortable making complex risk-reward assessments
• Create creative customer care solutions
• Team player with a focus on process improvement
• Experience and judgment are necessary to operate with autonomy in advising leaders at all levels from first-line supervisors to managers.

Inclusive Benefits

• Medical, Dental, and Vision Benefits, including wellness and healthy lifestyle support, for associates, spouses, domestic partners, and children
• Flexible Spending Account for eligible medical and dependent (daycare) expenses
• Disability Benefits, including Short-Term Disability providing income replacement for up to 26 weeks
• 16 weeks of Paid Parental Leave, 2 weeks of Paid Family Leave, and Adoption Support of $10,000
• Paid Time Off, including 6 paid holidays, flexible time off for vacations and personal time, 3 volunteer days, and 7 sick days
• Financial Solutions, including Credit Union membership, pay advances with PayActiv, tuition reimbursement, and scholarship opportunities
• NMG Associate's Core Discount of 30% with multiple in-store opportunities for an additional 30% off across select brands
• NMG Matching Gift Program up to $2,000 to eligible non-profits, Hardship Assistance Grants up to $7,500 for Associates, and a volunteer opportunity hub through NMG's All Heart Program
• Personal and Professional Development Opportunities with 16,000+ online learning opportunities, including NMG's Fashion Your Future, LinkedIn Learning, MasterClass, BetterUp, Connected Leaders Academy, 9 Associate Community Networks, and additional personalized learning experiences
• NMG Discount Marketplace featuring 1,000s of products and services with over $5,000 in saving

About Us

As one of the largest multi-brand luxury retailers in the U.S., with 3,000+ of the world's most desirable brand partners, we're delivering exceptional products and thoughtful services enabled by our investments in data and technology. Through the expertise of our team members, we deliver and scale a personalized luxury experience across our three channels of in-store, eCommerce, and remote selling. Our NMG|Way culture, powered by our people, combines individual talents into a collective strength to make life extraordinary. Our brands include Neiman Marcus and Bergdorf Goodman.

We are committed to equal employment opportunity regardless of race, color, religion, sex, pregnancy, sexual orientation, gender identity and expression, marital status, age, national origin, disability, genetic information, veteran status, or any other status protected by federal, state, or local law.

As a woman-co-founded, majority women-led organization outpacing the U.S. population in racial and ethnic diversity and led by one of corporate America's few openly gay CEOs, Neiman Marcus Group is proud to celebrate associates from different backgrounds, experiences, and 

communities. We've made it a priority to cultivate a culture where everyone Belongs and where showing up as your full and authentic self is encouraged.

We are committed to providing reasonable accommodations during our Talent Attraction process. If you have a disability and need assistance or accommodation, please email us at ApplicantSupport@NeimanMarcus.com.