Sr Manager, Customer Care

Company Description

Eataly is the world’s largest artisanal Italian food and beverage marketplace! Eataly is not a chain; each Eataly is different, with its own character and own theme – but all with the same aim... for our guests to:

• EAT authentic Italian food at our restaurants, cafés and to-go counters
• SHOP a selection of high-quality Italian, local and homemade products
• LEARN through our classes and our team’s product knowledge
  
  
  

Job Description

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

Additional Information

Benefits and Perks

• Medical, Dental, Vision Insurance
• Paid Time Off
• Paid Parental Leave
• 401K with match or RRSP
• Bonus program
• Free family meal daily
• Discounts at Eataly
• Classes on products and Italian cuisine
• Referral bonus program
• and more!
  
  
  

Eataly is an equal employment opportunity employer. It is the Company’s policy to not unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, religion, national origin, age, disability or any other characteristic made unlawful to consider by applicable federal, state, or local laws. Eataly also prohibits harassment of applicants and employees based on any of these protected categories. It is also Eataly’s policy to comply with all applicable federal, state and local laws regarding consideration of unemployment status, salary history, credit/bankruptcy history and criminal background/conviction history in making hiring decisions. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.