Manager, Analytics and Optimization - Client Care

CHANEL • Fort Washington, MD

20h • $89,000 - $107,000 • Hybrid

About The Position

CHANEL is seeking an Analytics and Optimization Manager to strengthen and scale Client Care through rigorous reporting, advanced analytics, and selective use of automation and AI. This role is grounded first and foremost in core analytics, reporting, and operational insight, while also evolving how Client Care leverages technology to work more efficiently and proactively. The role owns Client Care reporting and analytics foundations while progressively identifying where automation and AI can enhance accuracy, speed, and decision-making. AI is an enabler, not the center of gravity.

Requirements

• A strong sense of ownership and accountability for delivering high-quality, reliable analytics and insights
• A proactive, solution-oriented mindset with the ability to identify opportunities and drive improvements independently
• The ability to influence business decisions through data, connecting insights to clear operational actions
• Strong data storytelling skills, with the ability to tailor insights for different audiences and drive alignment
• A collaborative approach, building strong partnerships across Operations, Technology, and cross-functional teams
• Curiosity and a continuous improvement mindset, with a desire to evolve processes, tools, and ways of working
• A thoughtful and pragmatic approach to automation and emerging technologies, prioritizing value and business impact
• Attention to detail and a commitment to data accuracy, consistency, and integrity
• Bachelor’s degree or equivalent experience
• 3–5+ years in analytics, operations, or insights roles.
• Experience in contact center, customer care, or service operations environments.
• Comfort working with large datasets and translating data into operational insights.
• Exposure to or interest in automation and AI, with a pragmatic, business-first mindset.
• Ability to partner effectively with Tech teams without needing to be a technical specialist.
• Strong communication and change-management skills.
• Strong hands-on experience with Salesforce, Power BI, Excel, and performance reporting.

Responsibilities

• Own recurring reporting and analytics for Client Care, including weekly, monthly, and quarterly performance reporting.
• Deliver analysis across contact volume, contact drivers, productivity, service levels, quality, NPS, and forecasting accuracy.
• Define and standardize KPIs, metrics, and data definitions across channels to ensure a single, trusted source of truth.
• Translate performance data into clear, actionable insights for Client Care leadership and operational teams.
• Evolve reporting from descriptive to diagnostic and forward-looking insights over time.
• Conduct deep-dive analyses to identify root causes, trends, and opportunities for operational improvement.
• Support forecasting, capacity planning, and scenario modeling in partnership with Group Director, Operational Excellence.
• Proactively identify and propose AI and optimization use cases relevant to Client Care (e.g., sentiment analysis, contact reason classification, demand forecasting, QA support, agent assist, summarization, knowledge retrieval), aligned to strategic priorities defined by the Group Director, Operational Excellence.
• Support evaluation and business case development for AI and automation opportunities, grounding recommendations in measurable operational impact.
• Partner with CHANEL Tech to support responsible piloting, testing, and implementation of approved AI capabilities.
• Monitor emerging AI and automation trends within contact centers and customer experience, sharing insights and recommendations for consideration within the broader roadmap.
• Evaluate tools and capabilities through a practical, value-driven lens, ensuring alignment with operational needs and long-term sustainability.
• Support execution of the Client Care analytics and insights technology roadmap, aligning day-to-day priorities with business objectives defined by the Group Director, Operational Excellence.
• Serve as the business lead for analytics platforms (e.g., Salesforce data, Power BI, sentiment and speech analytics tools), ensuring solutions meet operational reporting and insight needs.
• Gather business requirements, document use cases, and partner closely with Tech on build, testing, delivery, and adoption.
• Support prioritization of enhancements in alignment with roadmap direction and operational impact.
• Ensure data quality, usability, scalability, and long-term sustainability of analytics solutions.
• Drive adoption through clear documentation, stakeholder education, and change support.
• Build a self-service reporting model that enables Client Care teams to access standard reports and dashboards independently.
• Create clear documentation and reporting libraries so teams know where to find insights without submitting ad-hoc requests.
• Establish intake and prioritization processes for custom analysis, ensuring focus on high-value, strategic work.
• Educate stakeholders on how to interpret reports and use data effectively in decision-making.
• Partner closely with the Group Director, Operational Excellence, to support vendor oversight, performance management, and operational reviews.
• Collaborate with Operations, Quality, Education, Digital, Retail, and Tech teams.
• Maintain strong relationships with third-party vendors to ensure reporting accuracy, transparency, and alignment.

Benefits

• Wellbeing resources include dedicated paid time off for wellbeing: 2-week August Office Closure and a Wellbeing fund
• Family and care giving benefits (inclusive of parental leave, fertility support, MilkStork, and Care.com Membership)
• Generous paid time off policies to include vacation, holiday, sick and volunteer days
• 401K and other incentives
• Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees