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.
About the role:
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.
What impact you can create at CHANEL:
Operational Governance, Performance Management & Strategic Enablement
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.
Technology Roadmap and Business Product Ownership
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.
Workforce Planning and Scalability
Own workforce forecasting, capacity planning, staffing strategy, and scenario modeling.
Translate demand forecasts and service expectations into actionable resourcing plans.
Monitor productivity, staffing,…