Group Director, Operational Excellence

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.

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 role is accountable for establishing the operating model, governance, capabilities, and technology required to deliver consistently elevated client experience across channels. The Group Director serves as the strategic operational partner to the Client Care Center (CCC) leaders, enabling the success of the Client Care organization through operational governance, workforce planning, performance management, reporting and analytics and vendor management. In close partnership with the Technology team the role will influence and drive the technology strategy and AI automation initiatives for Client Care.  While the CCC organization leads day-to-day service delivery, this role is accountable for the operating framework, insights, and capabilities that drive performance, scalability, continuous improvement, innovation and long-term business outcomes across Client Care. The Group Director as business product owner 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. This is not solely an operational oversight role. It is a strategic leadership position that connects Client Care operations, data, process, and technology to enable sustainable growth and continued innovation.

• Serve as a strategic partner to the Head of Client Care and Client Care leadership team.
• Translate strategy into clear priorities, operating plans, and measurable outcomes.
• Partner with CCC leadership to define performance goals, monitor outcomes, identify risks, and drive 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 operational risks and performance gaps, leading timely corrective actions.
• Provide senior leadership with visibility into performance, trends and risks
• Balance client and advisor experience with operational efficiency and scalability.

• Serve as Client Care lead and influencer for CC technology roadmap and serve as the business product owner for Client Care platforms and capabilities.
• Define the business vision, priorities, requirements, and expected outcomes for technology roadmap.
• Establish a disciplined process for evaluating and prioritizing enhancements, automation opportunities, and new capabilities.
• Translate operational needs into clear use cases and business requirements.
• Partner with Technology and cross-functional stakeholders throughout 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.
• Build scalable workforce capabilities that support Client Care’s continued growth and internalization.

• Provide leadership for Client Care analytics, reporting, and performance measurement.
• Establish consistent KPI definitions, reporting standards, and data governance.
• Advance analytics from recurring reporting toward diagnostic, predictive, and forward-looking insights.
• Ensure insights are translated into clear recommendations and operational actions.
• Oversee scalable dashboards and self-service reporting capabilities.

• Define the strategic direction for the responsible use of AI and automation within Client Care.
• Prioritize opportunities that improve service, quality, efficiency, advisor enablement, and decision-making.
• Establish clear success measures for pilots and implementations, including adoption, scalability, and business value.
• Lead the continuous improvement agenda 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 performance reviews focused on service, quality, productivity, staffing, risk, and improvement.
• Partner with Indirect Procurement, Finance, Legal, and Technology on vendor strategy and requirements.

• Building operating models that deliver exceptional service at scale.
• Connecting client experience, operations, technology, and data.
• Turning strategy into disciplined execution and measurable outcomes.
• Leading complex transformation across business and technical teams.
• Balancing immediate operational priorities with long-term capability building.
• Cross-functional collaboration

• →Bachelor’s degree or equivalent professional experience; advanced degree is a plus.
• →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
• →Experience with Salesforce, Power BI, workforce management platforms, or contact center technologies is a plus

• Location: Piscataway, New Jersey.
• Hybrid working model with three days onsite each week. 
• Travel to boutiques, partner locations, or contact center sites as required.
• Regular engagement with Client Care advisors, operational leaders, vendors, and cross-functional partners.