Director, Global Servicing, USGDC

Position

The Global Servicing Director oversees all aspects of Global Servicing operations in the US Global Distribution Center delivering service excellence for all Tiffany & Co clients (internal and external). This role provides direction to a team consisting of managers, administrators, and craftspeople aimed at meeting profitability and expense, quality, and on time delivery goals. The director also contributes to strategic planning for local departments in the Distribution Center and the Global Servicing division. This person is a dynamic leader, inspiring the team's growth and commitment to the Tiffany brand.

This position is an in-office role based in Whippany, New Jersey.  

Quality and Service Excellence

• Ensure standards and goals are aligned with company strategies. Develop and maintain tools to monitor results.
• Identify trends and seek opportunities for improvements across the business, while holding the management team accountable to the same standards.
• Provide direction to the team ensuring service levels and performance goals are met or exceeded.
• Partner with key stakeholders to ensure strategic direction is aligned and obstacles are removed to meet and exceed short- and long-term goals. Be a driver in identifying and expanding service offerings and increasing profitability.
• Provide support to adapt and perfect service delivery to clients, ensuring unique client needs are met. 

Talent Management

• Demonstrate leadership by setting clear expectations and holding your team accountable to these expectations. Ensure that the team has the resources to meet these expectations.
• Commitment to hiring top talent creating a robust talent pipeline.
• Develop current talent by closing skill gaps and maximizing staff potential through coaching, training, and project assignments.
• Collaborate with your leadership team to coach and develop staff.
• Ensure employees are cross-trained, department wide to create a flexible workforce.
• Ensure employee engagement at all levels.

Fiscal Responsibility & Business Acumen 

• Create financial and staffing plans for your department taking into consideration historical trends to plan appropriately.
• Forecast demand and capacity and manage staff levels, accounting for seasonal and work mix fluctuations. 
• Develop and execute capital improvement plans on time and on budget.
• Understand your overall business and deliver strategies for your department; partner with the finance and distribution teams as appropriate.
• Ensure compliance in all aspects of your business.
• Complete cost/benefit analyses of your business as needed.
• Develop business continuity and contingency plans to ensure service delivery is not interrupted.

Qualifications

• Bachelor's degree
• 7 - 10 years of management experience 
• Ability to develop and lead a high performing team with demonstrated talent management skills.
• Ability to challenge the status quo and identify improvements and lead management team to do the same.
• Ability to develop, analyze, and present business strategies to audiences of all levels using strong communication skills. 
• Through professional presence and behaviors, ability to inspire trust and integrity in employees at all levels.
• Dynamic team player with ability to motivate staff and network locally, regionally, and globally to build productive relationships
• Superior communication and interpersonal skills
• Proficiency with Microsoft Office, Word, Excel, Outlook, Power Point, Teams, etc. Proficiency in order management and analytical applications preferred (JDEdwards, Power BI, SAP, etc.). 
• Experience in an operations, craft, or luxury environment preferred
• Occasional business travel required, occasional weekend work required.
• Advanced degree preferred