Senior Director Customer Success (Creative Design)

People are the heart of our company, and our doors are open to everyone. As a customer, as an employee - we are committed to creating an inspiring culture that is welcoming, safe, and inclusive for all. Our strength in work and life comes from the combination of our experiences, backgrounds, and talents. It's what we do as people that makes Lands' End a great place to shop and a great place to work.

The Senior Director will be responsible for the overall leadership and operations of the Lands' End Direct to Consumer and Lands' End Outfitters contact centers, with a passion for the delivery of our customer experience.  You will provide strong people and business leadership, sound strategic and tactical execution, and a focus on employee engagement and elevating the customer experience.  Drive balanced success in the areas of customer service, technology, efficiency, and revenue.

• Oversee the day-to-day operations of multiple contact centers and remote home agents.
• Effectively and proactively manage to financial budget, service level achievement, staffing levels, etc., as well as analyzing and acting upon any variances from plan.
• Manage training, coaching tools and resources to support a productive and positive customer experience.
• Collaborate with peers in other areas and lines of business to share best practices, identify opportunities for improvement, and work together to better serve the customer and engage the workforce
• Ensure all departments are efficiently staffed to meet the service goals.
• Provide strategic direction to ensure optimal contact center operation and alignment to corporate business goals.
• Proactive leadership on new procedures and policies for improved efficiency, improved customer service and keeping a great place to work.
• Foster relationships with all other functional areas to ensure success of the operation.  Incorporate cultural and customer needs into all aspects of operational support.

 Skills

• Oversees broad organizational functions or multiple divisions.
• Sets strategic vision and direction for critical initiatives.
• Partners with executive leadership on company-wide strategies.
• Champions organizational culture, talent development, and operational excellence.
• Technical knowledge of contact center tools, order entry and support systems.
• Excellent communication skills (written, verbal, presentation). Able to effectively interact with employees, senior executives, customers and vendors.
• Strong financial understanding to manage budget and service standards.
• Ability to prioritize and manage multiple projects and responsibilities simultaneously.
• Resolve issues quickly by getting to root cause and implementing corrective actions
• Adaptable and flexible in changing business environments.  Help lead others through change.
• Creative and innovative.
• Proven ability to use discretion when working with confidential materials.
• Understanding of Lands' End as a company and the philosophies by which the company does business.
• Excellent PC skills and use of Microsoft Office products.
• Proven leadership experience managing large contact center operations.
• Proven ability to be strategic in thinking and leadership direction.

 Leadership Responsibilities

• Lead and manage a team of employees.
• Provide guidance, support, and mentorship to team members.
• Foster a collaborative and positive work environment.
• Set performance expectations and goals for team members.
• Conduct regular performance evaluations and provide constructive feedback.
• Identify and address performance issues through coaching and disciplinary actions when necessary.
• Participate and recruitment and onboarding of new team members, as needed.
• Identify training needs within the team and coordinate relevant development programs, encourage continuous learning and skill development among team members.
• Serve as liaison between upper management and team, conveying organizational goals and expectations.
• Address conflicts or issues within the team promptly and effectively.
• Manage team resources, including workload distribution and project assignments.
• Ensure optimal utilization of team member's skills and expertise.
• Collaborate with upper management to establish team goals aligned with organizational objectives.
• Contribute to the development and implementation of department strategies.

 Education & Experience Requirements

• Bachelor's degree in a relevant field or equivalent experience
• Advanced degree (e.g., MBA) preferred
• 15+ years of experience with a strong leadership background.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c) Customer Service & Contact Center Operations