Group Director, Operational Excellence

CHANEL • Fort Washington, MD

4d • $138,700 - $160,000 • Hybrid

About The Position

CHANEL is seeking a Group Director, Operational Excellence to lead the operational performance, scalability, and technology roadmap of the Client Care organization. Reporting to the Head of Client Care, this strategic leadership role establishes the operating model, governance, capabilities, and technology needed to deliver a consistently elevated client experience across channels. The Group Director is a strategic operational partner to Client Care Center (CCC) leaders, providing operational governance, workforce planning, performance management, reporting and analytics, and vendor management. In partnership with Technology, the role influences and drives Client Care technology strategy and AI automation initiatives.

While the CCC organization leads day-to-day service delivery, the Group Director owns the operating framework, insights, and capabilities that enable performance, scalability, continuous improvement, innovation, and long-term business outcomes. As business product owner, the role defines the business vision and priorities for Client Care technology, translates operational needs into product requirements, partners with Technology and cross-functional teams on delivery, and owns adoption and business outcomes. It connects Client Care operations, data, process, and technology to support sustainable growth and continued innovation.

The position is based in Piscataway, New Jersey, under a hybrid working model with three days onsite each week. Travel to boutiques, partner locations, or contact center sites may be required. The role regularly engages with Client Care advisors, operational leaders, vendors, and cross-functional partners. The anticipated base salary range is $138,700 to $160,000; other compensation, benefits, and perks may also apply.

Requirements

• Bachelor’s degree or equivalent professional experience.
• Experience in operational excellence, Client Care, contact center operations, transformation, or business product ownership.
• Demonstrated accountability for operational performance.
• Experience developing technology roadmaps and establishing business product priorities.
• Experience with workforce planning, forecasting, capacity management, performance governance, and vendor management.
• Experience leading analytics, reporting, automation, or AI-enabled capabilities.
• Proven ability to influence across business, technology, and senior leadership teams.
• Exceptional communication, organization, and stakeholder management skills.

Nice To Haves

• An advanced degree.
• Experience with Salesforce, Power BI, workforce management platforms, or contact center technologies.

Responsibilities

• Serve as a strategic partner to the Head of Client Care and Client Care leadership team; translate strategy into priorities, operating plans, and measurable outcomes.
• Partner with CCC leadership to define performance goals, monitor outcomes, identify risks, and lead improvement initiatives.
• Provide strategic operational guidance, workforce planning, analytics, technology enablement, and decision support to leaders responsible for day-to-day service delivery.
• Monitor service, productivity, quality, capacity, efficiency, and client experience; identify performance gaps and operational risks, and lead corrective actions.
• Provide senior leadership with visibility into performance, trends, and risks while balancing client and advisor experience with efficiency and scalability.
• Serve as the Client Care lead and business product owner for Client Care technology platforms and capabilities; define business vision, priorities, requirements, and expected outcomes for the technology roadmap.
• Establish a disciplined process for evaluating and prioritizing enhancements, automation opportunities, and new capabilities; translate operational needs into use cases and business requirements.
• Partner with Technology and cross-functional stakeholders through technology design, delivery, testing, deployment, and adoption.
• Own business readiness, change management, adoption, value realization, and post-implementation performance.
• Maintain a forward-looking view of contact center technology, AI, analytics, automation, and workforce solutions.
• Own workforce forecasting, capacity planning, staffing strategy, and scenario modeling; translate demand forecasts and service expectations into actionable resourcing plans.
• Monitor productivity, staffing, utilization, and capacity performance, and build scalable workforce capabilities to support Client Care growth and internalization.
• Lead Client Care analytics, reporting, and performance measurement; establish KPI definitions, reporting standards, and data governance.
• Advance analytics toward diagnostic, predictive, and forward-looking insights; translate insights into recommendations and operational actions; oversee scalable dashboards and self-service reporting.
• Define the strategic direction for responsible use of AI and automation in Client Care; prioritize opportunities and establish success measures for pilots and implementations, including adoption, scalability, and business value.
• Lead continuous improvement across processes, data, and technology; address recurring operational challenges through structured analysis and sustainable solutions.
• Own the governance and performance management framework for Client Care vendors; establish service expectations, KPIs, reporting requirements, and review cadences.
• Ensure vendor reporting is accurate, transparent, and aligned with Client Care priorities; lead reviews focused on service, quality, productivity, staffing, risk, and improvement.
• Partner with Indirect Procurement, Finance, Legal, and Technology on vendor strategy and requirements.

Benefits

• Dedicated paid time off for wellbeing, including a presently offered two-week August Office Closure and a Wellbeing fund.
• Family and caregiving benefits, including parental leave, fertility support, MilkStork, and Care.com Membership.
• Paid time off policies that include vacation, holiday, sick, and volunteer days.
• 401K and other incentives.
• Healthcare offerings including medical, dental, vision, MDLIVE virtual care, One Medical, Flexible Spending Accounts for Health Care and Dependent Care, Health Savings Account, and Employee Assistance Program.
• Life insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking.
• Employees are encouraged to take time off annually to volunteer through CHANEL Community; CHANEL matches employee donations to select charitable organizations.
• In-house onboarding and leadership development, coaching, and blended online and live career-building classes.

What This Job Offers

• Job Type: Full-time
• Career Level: Director