Director of Business Performance & Workforce Management, Client Services

Strategic Analytics & Performance Leadership: Ensure the business achieves key performance indicators (KPIs), handle rates, service levels, and sales targets while closely monitoring expenses. Develop and implement a comprehensive operations analytics framework to provide data-driven insights into key performance indicators such as efficiency, utilization, cost-effectiveness, and quality of operations. Establish clear KPIs and create interactive dashboards that serve as a single, reliable source of truth for monitoring and reporting on operational performance related to service levels, sales, and cost-effectiveness. Utilize advanced analytics techniques to identify emerging trends, predict future outcomes, and provide strategic recommendations to support informed decision-making across the organization. Workforce Planning & Optimization: Lead strategic workforce planning to ensure optimal staffing levels that align with service demands and support business growth initiatives. Implement and refine advanced models, tools, and processes for accurate labor forecasting, efficient scheduling, and continuous productivity optimization to meet service targets. Collaborate closely with operations leadership, finance, and the digital team to thoroughly evaluate the advantages and disadvantages of various service delivery models, ensuring alignment with overall business objectives. Commercial Strategy & Growth: Utilize data and operational expertise to drive business growth, profitability, and competitive advantage. Understand and influence the organization's broader commercial outcomes, identifying revenue-generating opportunities. Collaborative Stakeholder Engagement: Proactively engage with senior business stakeholders, including Client Development, Client Services, Finance, Commercial Operations, and Omni-channel leaders, to provide actionable recommendations and insights. Leverage data analytics collaboratively to align and optimize investment strategies.

The ideal candidate will demonstrate exceptional leadership and interpersonal skills, with proven experience leading cross-functional teams and managing complex initiatives, and the ability to build and motivate high-performing teams. This role requires a strong, influential presence to guide the team through changes and contribute to shaping the future direction of Client Services. A strategic thinker, this individual should possess demonstrated ability to develop and execute strategic plans, manage competing priorities, and drive results in a fast-paced environment. They should be proactive, innovative, and adaptable to changing business needs. Furthermore, the role requires strong expertise in analytics, encompassing appropriate metric identification, effective metric visualization, and the ability to interpret data to derive actionable insights, coupled with advanced analytical, problem-solving, and decision-making abilities. Strong stakeholder management, communication, and influencing skills are essential to present complex ideas and concepts clearly and compellingly. Customer centricity and a passion for operational excellence are also key. Other preferred qualifications include: Education: A bachelor's degree in a quantitative field such as STEM (Science, Technology, Engineering, Mathematics), Data Analytics, Operations Management, Business Administration, or a closely related discipline or equivalent experience. Experience: Prior experience in an industry with very short implementation cycles, such as e-commerce or online product services. Demonstrated expertise in long-term workforce planning, capacity modeling, and cost optimization techniques, including advanced scheduling and intraday resource management. Salesforce experience is also highly preferred. Technical Proficiency: Proficiency in workforce management tools such as Verint, NICE, Aspect, Calabrio, Power BI, or similar platforms is essential. Environment: Exposure to a contact/call center or luxury retail environment preferred but not required.