URBN Contact Center Customer Support Manager

This position is located at 220 Bobby Jones Expressway, Augusta, Georgia, 30907 United States

URBN is dedicated to enhancing the customer experience and operational success of our contact centers through innovative solutions and exceptional service. We are seeking a dynamic Customer Support Manager to lead initiatives that enhance the customer journey across North America, the UK, and Europe. This role will champion the integration of Agentic AI into our customer service landscape, improving both customer experience and agent workflows.

The CSM will function as the primary liaison between our brands Anthropologie, Free People, and Urban Outfitters, and customers, internal teams, external vendors, and project stakeholders. Acting as a process improvement and implementation expert, the CSM will ensure delivery excellence, contractual compliance, and long-term satisfaction.

Customer Service & Continuous Improvement:

• Act as the voice of the customer to provide input into product development, quality assurance, and continuous improvement initiatives for NA and EUR.
• Gather and analyze customer feedback and contact center metrics to identify trends and improvement opportunities.  Collaborate with technology teams to implement changes and ensure seamless user integration.
• Collaborate with contact center teams to identify operational challenges and implement solutions.
• Collaborate with Brand teams to understand their vision for the customer journey.
• Provide guidance and support to end users to help further develop AI solutions and training programs to ensure successful adoption of new initiatives.

Project Management & Program Oversight:

• Lead and manage multiple projects aimed at improving customer service and operational efficiency within the contact center. Manage the relationship with all project stakeholders.
• Work closely with Tech to develop AI solutions to enhance customer experience by integrating bots and assistant tools, allowing for customer service agent efficiency by automating routine tasks, providing real-time support, and delivering personalized customer interactions.
• Lead the continuous improvement of our AI solutions by ensuring the bot's knowledge base is consistently updated and accurate. Work with a cross-functional team to refine the bot's responses and ensure seamless integration.
• Update and maintain comprehensive reporting and communicate with the business at all levels; escalate where appropriate to ensure on-time, on-budget solution delivery.
• Coordinate internal resources and third parties/vendors to ensure availability and suitable resource allocation.

Data & Analytics

• Consolidate data from multiple sources into a unified, user-friendly dashboard that serves as a single source of truth for key performance indicators (KPIs), enabling data-driven decision-making across the organization.
• Support Quarterly Business Reviews (QBRs), program reviews, and compliance briefings.
• Track and analyze key performance indicators (KPIs) to ensure project goals are met and identify areas for improvement.
• Leverage performance metrics to support leadership in driving effective performance management and continuous improvement.

Education: Bachelor's degree in Project Management, Business Administration, Information Technology or a related field.

Experience: Minimum of 2 years' work experience in Customer Experience (CX) or Customer Service (CS) or minimum of 3 years of experience in project management, with a focus on customer service and contact center operations.

Skills Required: 

• Knowledge of AI and interest in exploring future AI capabilities.
• Strong project management skills with the ability to manage multiple projects simultaneously. Excellent follow-up skills, able to meet aggressive deadlines and commitments.
• Excellent communication, interpersonal, and organizational skills. Strong customer focus, both internally and externally.
• Analytical skills to assess performance metrics and drive improvements.
• Knowledge of contact center operations, performance metrics, and customer service best practices.
• Enjoys uncovering issues and proactively investigates to propose the best solution.
• Ability to learn quickly and retain information, comprehending how multiple systems interact.
• Experience with WFM, CMS tools, and SalesForce (a plus).
• Ability to support a 24/7 environment with multiple shifts and a significant staffing ramp during peak times. Must be willing to work a flexible schedule (inclusive of on-call) that includes nights, weekends, and holidays. Must be able to travel as needed and be in-office 5 days a week.

URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit www.urbn.com/work-with-us/benefits

URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.