Seasonal Workforce & Quality Customer Care

About Us

David Yurman is a celebrated American jewelry company founded in New York by David Yurman, a sculptor, and his wife, Sybil, a painter and ceramicist. When the artists began collaborating, their goal was simply to make beautiful objects to wear. Led today by their son Evan, David Yurman creates timeless, yet contemporary collections for women and men defined by inspiration, innovation, consummate craftsmanship and cable – the brand’s artistic signature. David Yurman collections are available at 50 retail stores throughout the United States, Canada, Hong Kong and France and at over 300 locations worldwide, through their exclusive authorized fine jewelry and timepiece network of retailers.

Our Values

At David Yurman, creativity, innovation and impeccable craftsmanship are at the core of everything we do. Fueled by the energy of our hometown, New York City, artistic passion informs each and every jewelry design. The Yurman family’s guiding vision continually defines and redefines what it means to be the preeminent American luxury jewelry brand. We are committed to responsible business and social practices and to the protection and advancement of human rights. We believe in partnering with others who share these values and understand their importance.

Job Description

Responsibilities and Expectations:

Performance Management:

• Monitor and manage workload and performance on team and individual level.
• Phone, email, chat and specialty teams, including Core, Care & Service, Sales, Seasonal Ops team (handling Returns & Exchange inquiries,
  FedEx/UPS tasks, Coddling) and Loyalty card outreach.
• Provide team reporting to management and individual reporting to supervisors on weekly basis. Flag successes and opportunities

Daily:

• Prepare and share ROTA (staffing, queues and workload assignments, lunch schedules) and monitor adherence.
• Actively manage the Email queue, Chat and Phones.
• Manually prioritize and assign emails for priority and service level.
• Manage existing schedule. Recruit overtime or offer voluntary time off to assist with managing day to day staffing levels.
• Regular communication with Supervisors and Managers.

Provide recommendations and suggestions , including but not limited to:

• Less manual management of emails
• improving Customer experience by having best qualified handle inquiry.
• Maintaining SLAs and improving service level.

Quality Assurance program

• Continue QA program launched in 2025.
• Provide formal QA scoring for full-time team and seasonals. Expectations of numbers of contacts scored TBS.
• Highlight potential areas for improvement, providing actionable insight on areas that impact sales and/or client retention.
• Participate in set up of planned Salesforce integrated QA software. Utilize software and document training.
• Provide recommendations to streamline and enhance the process
• Review DialPad AI scoring for opportunities to improve.
• Provide consistent daily monitoring of calls for red flags and quick wins.

Other

• Performs other related duties and assignments as required and assigned by Director or Manager.

Diversity, Equity & Inclusion at David Yurman

As a company founded by artists, David Yurman champions self-expression in everything we do. We are committed to fostering a culture of openness and creative collaboration within our entire community, and we cherish the diversity of our employees’ backgrounds and perspectives. We will always advocate for equity and inclusion for all.

David Yurman is an Equal Employment Opportunity employer and provides equal opportunities to all employees and applicants without regard to an individual’s age, race, creed, color, religion, national origin, sex (including pregnancy, sexual orientation, gender).