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Manager, Customer Care Systems

📁
Information Technology
💼
Corporate

NEIMAN MARCUS GROUP

 

 

Neiman Marcus Group (NMG) has been the premier destination for luxury fashion and goods, superior service, and an elevated retail experience for more than a century. Today, 9,000 associates contribute to the success of NMG’s brands: Neiman Marcus, Bergdorf Goodman, Last Call, and Horchow. There are 38 full-line Neiman Marcus stores in cosmopolitan markets across the United States and a sophisticated digital platform that attracts shoppers worldwide. Bergdorf Goodman operates two stores in landmark locations on Fifth Avenue in New York City and BergdorfGoodman.com, catering to loyal luxury customers globally. NMG also owns five Last Call stores and Horchow.com, an e-commerce site that offers premium furniture and home decor.

 

As an organization, NMG is on a transformational journey to become the preeminent luxury customer platform. NMG continues to deliver the best integrated customer experience and has evolved the business to succeed in the ever-changing retail landscape. NMG is a relationship business. What differentiates the organization from other luxury retailers are its unique assets: a strong store footprint, the most knowledgeable associates, an engaging online experience, solid brand partnerships, innovative digital and in-store experiences, the most loyal luxury customer base, and a strong balance sheet.

 

Our customers will always be at the center of everything NMG does. The company continues to reinvest in new technologies that enhance the customer experience. NMG meets customers where they are. NMG’s goal is to offer customers a seamless experience across its stores, online, and remote digital selling.

 

NMG’s priority is to develop a highly engaged and high-performing team where everyone belongs. The business attracts and retains best-in-class talent through unique offerings provided to associates in addition to standard employer benefits. These include an innovative way of working, associate discounts on merchandise, tuition reimbursement, associate hardship fund, and paid time off to volunteer, to name a few. 

 

As part of NMG’s Environmental, Social, Governance (ESG) work, the organization is focused on driving its core value of being “All Heart.” NMG is also assessing its current environmental and social impact while developing a three-year plan to lead the luxury industry in its commitment and transparency to environmental and social sustainability. NMG strives to become an employer of choice, driven by a culture of Belonging. A dedicated team focuses on this journey, directly impacting how NMG conducts business throughout the workforce, workplace, and marketplace dimensions.

 

NMG has incredibly passionate and committed corporate and store associates. NMG offers associates an environment where everyone feels welcomed, nurtured, and empowered. Our associates are the heart of NMG. As an organization, NMG leads with love – love for customers, love for associates, and love for brand partners.

 

Corpoarte office located in Dallas Texas.  Position is eligible to be remote. 

This position provides functional application support, configuration and new process realization within our Supply Chain and Manhattan Active Omni system.  This position will collect business requirements and analysis through meetings with users, peers, external partners and company management to determine the best solutions to meet the needs of the business.  Further, this position will create reports, queries, business cases and presentations at the appropriate level of detail to provide decision/business support.    

 

The ideal candidate will have 8 years of progressive work experience as a Software Engineer or consultant with multiple Supply Chain order management and call center implementation cycles. This role regularly interfaces with business users and leadership.   Previous Project Management, Process Improvement Project and Call Center/Supply Chain business experience is a definite plus.   

 

Essential Functions/Job Responsibilities

  • Leads and coaches team to work effectively to deliver projects or services in a strong customer-service and team-oriented environment
  • Accountable for the Customer Care portfolio, technology and project delivery and communication
  • Provides mentoring and developmental activities to their team
  • Evaluates associate performance within the team, effectively manages right talent for projects, identifies resource gaps, addresses performance issues and hire top talent
  • Develops short and long term goals aligning with company and departments strategic direction
  • Works closely with partners to ensure service level objectives are met and problems are resolved with minimal impact
  • Participating requirements gathering and analysis to understand the domain of the software problem and/or functionality, the interfaces between hardware and software, and the overall software characteristics
  • Managing design, development, software testing, deployment, maintenance, and evolution activities ensuring quality delivery, responding to scope changes, and coding software enhancements
  • Provides technical direction and oversight for the team
  • Applying knowledge of technology solution best practices, including coding standards, code reviews, source control management, build processes, testing, and operations to ensure quality solution delivery
  • Evaluates technologies and has a strong grasp of modern information technology systems and the technology in their area of responsibility

 

Minimum Qualifications & Experience:

 

  • Bachelors degree required
  • Advance proficiency with Microsoft Excel
  • Minimum of two years of Order Management Customer Engagement, preferably Manhattan OMS/MAO, technical application configuration/implementation experience.
  • Minimum of two years of Supply Chain and Call Center experience.
  • Functional experience with master data, inventory management, order fulfillment, call center & customer communications and analytics
  • Twilio Voice and Chat exposure preferred.
  • Calabrio WFM and AQM exposure preferred.
  • 3 + years with requirements gathering, process design, configuration, functional design, testing, conversion, and deployment experience
  • Intermediate proficiency with MS Word, Outlook & Power Point
  • Experience working with Project Management tools (MS Project, Jira, Atlassian)
  • Excellent oral and written communication skills
  • Process oriented with high attention to detail
  • Strong process and analytical skill set.
  • Team player with a positive attitude.

 

  • 3+ years’ experience performing requirements gathering, process design, configuration, functional design, testing, conversion, and deployment experience with Order Management, preferably Manhattan OMS/MAO.
  • 3 + years’ experience implementing Supply Chain and Call Center applications 
  • 5+ years’ experience in a large, complex, multi-unit department store, fashion or apparel/footwear retailer
  • Working knowledge of JSON.
  • Working knowledge of SQL via SQL.
  • Multiple Supply Chain experiences (Implementation, Upgrades)
  • Working knowledge of Agile and Waterfall project development methodologies.

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Los Angeles and San Francisco Applicants: Neiman Marcus will consider for employment qualified applicants with criminal history as required by applicable law.
If you have a disability under the Americans with Disabilities Act or similar law, and you need assistance in accessing our Career Center or wish to discuss potential accommodations related to applying for employment at our Company, please contact ApplicantSupport@NeimanMarcus.com.
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