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 center through innovative solutions and exceptional service. We are seeking a dynamic Customer Support Integration Manager to join our team and lead initiatives that improve the customer journey within our contact center, including the introduction of Agentic AI into the customer service landscape and customer service agent experience.

Customer Service Improvement: 

• Evaluate and understand the NA and EUR customer journeys within the contact center to identify areas for improvement.  
• Work closely with Tech to develop AI solutions to enhance customer experience by integrating voice/chat bots and assistant tools to improve customer service agent efficiency by automating routine tasks, providing real-time support, and delivering personalized customer interactions. 
• Collaborate with contact center teams to identify operational challenges and implement solutions. 
• Collaborate with Brand teams to understand their vision for the customer journey and communicate those expectations to the wider URBN operation (Customer Service teams, Fulfillment Centers, Finance teams, etc.). 
• Support outside of typical working hours in relation to projects that demand the level of management and resources. 
• Establish and maintain relationships with internal and external partners. 
• Provide guidance and support to end users to help develop training programs to ensure adoption of new initiatives.

Project Management: 

• Lead and manage multiple projects aimed at improving customer service and operational efficiency within the contact center. 
• Conduct end-to-end project management, including project reviews and learnings assessments. 
• 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 and lead action-based meetings and steering groups, ensuring minutes and actions are produced and distributed to relevant parties. 
• Coordinate internal resources and third parties/vendors to ensure availability and suitable resource allocation. 
• Manage the relationship with the program and all stakeholders. 
• Coordinate the updating of budget costs and liaise with the relevant internal team to ensure costs are controlled. 
• Track and analyze key performance indicators (KPIs) to ensure project goals are met and identify areas for improvement. 

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

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.

Additional Skills: 

• Knowledge of AI and interest in exploring future AI capabilities. 
• Strong project management skills with the ability to manage multiple projects simultaneously. 
• Excellent communication, interpersonal, and organizational skills. 
• Proven ability to lead and motivate teams and self-motivate. 
• 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. 
• Capacity to manage and prioritize tasks in a fast-paced environment. 
• Ability to analyze customer data to identify trends and insights for improving service. 
• Experience with Work Force Management, CMS, and SalesForce (a plus). 
• Excellent follow-up skills, able to meet aggressive deadlines and commitments. 
• Strong customer focus, both internally and externally. 

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.