Sr Manager, Customer Care
The Senior Manager, Customer Care owns and evolves the digital customer support, reputation management, and antifraud workflows for Eataly North America. The Sr Manager Customer Care oversees the first point of contact for all customer contact through digital communications, working collaboratively with teams at local and corporate level to identify in-store issues, consistent themes, and notable brand impact moments for appropriate escalation and ownership.
KEY RESPONSIBILITIES
•Omnichannel strategy & operations: Design, implement and govern the omnichannel customer support model using Zendesk as the single source of truth for ticketing, routing, SLA enforcement and knowledge management; ensure unified customer history and smooth handoffs between channels (email, phone, chat, social, messaging, in-store).
•Reputation & review management (centralized): Centralize monitoring and response to public reviews via Local Strategy; classify incoming reviews, convert critical reviews into operational tickets, assign follow-ups to store or central teams, and define public reply templates and timing objectives.
•Partner with Marketing/PR on all high level customer services issues that could have notable brand impact to escalate reputational issues and convert positive feedback into content.
•Fraud prevention & payments oversight: Monitor for anti-fraud activity and partner with Eataly global digital team to ensure reduced risk for fraud
•Implement manual review playbooks, measure false positives/negatives and refine rules to balance conversion and security; coordinate with Finance and Legal on dispute resolution and reporting.
•Vendor governance & workforce management: Manage the outsourced 1st-level vendor including WFM and forecasting, capacity planning for seasonal peak demand, SLA enforcement, QA program and continuous coaching.
•Processes, playbooks & training: Create and maintain a comprehensive handbook for 1st-line 3rd party agents covering scripts, escalation flows, refund and voucher handling, classes and events procedures, and language guidance.
•Measurement & continuous improvement: Define and report on key metrics, and identify trends and consistent themes in customer experience
•Tech Roadmap Optimization: collaborate with the IT department to help shape and maintain a 12–24-month systems roadmap for customer care. Ensure the roadmap reflects business priorities aimed at enhancing service levels and boosting efficiency.
REQUIRED EXPERIENCE & SKILLS
•6+ years in Customer Care / CX / Operations roles within retail, hospitality or eCommerce; minimum 3 years managing employees or external vendors.
•Practical experience administering Zendesk (or comparable enterprise ticketing platform).
•Strong analytical skills and comfort with dashboards, KPI design and reporting.
•English fluency required.
PREFERRED / NICE TO HAVE
•Background in hospitality operations (restaurant reservations and guest recovery).
•Experience with review management platforms and integrations.
•Familiarity with workforce management tools and contact center QA programs.
SOFT SKILLS
•Data-driven leader with pragmatic decision making and experience in cross-functional influence.
•Strong vendor management skills with ability to build resilient external partnerships.
•Excellent communicator, coach and change agent; able to simplify complex processes and drive adoption across retail stores and central teams.
Salary Range $110,000-$115,000, based on experience