Director Of Business Performance, Client Services

Summary

Lead the performance strategy for Client Service Operations by applying advanced analytics, financial planning, and business insights to optimize service delivery and drive continuous improvement. Partner cross-functionally with Client Development, Finance, Commercial Operations, and Omni-channel teams to inform decision-making and enhance the client experience. Oversee KPI frameworks, forecasting, and budget management to ensure operational efficiency and fiscal compliance.

Responsibilities

• Develop and maintain a comprehensive operations analytics framework, KPIs, dashboards, and reporting tools.
• Provide business insights and forecasting using predictive analytics and performance trends to inform strategic recommendations.
• Monitor operational performance including service levels, handle rates, sales targets, and expense management and recommend improvements.
• Engage senior stakeholders across functions and liaise with corporate headquarters to align on strategy and operating models.
• Partner with retail and digital teams to identify commercial opportunities and share performance insights.
• Oversee call center operating budget, deliver monthly forecasts, and identify capital, operational, and headcount needs or savings.

Requirements

• Bachelor’s degree in a quantitative field such as Data Analytics, Operations, Business Administration, or related discipline.
• 10+ years of experience leading business performance, operations analytics, or strategic planning in high-velocity environments.
• Demonstrated expertise in forecasting, capacity modeling, cost optimization, and performance management.
• Advanced proficiency with business intelligence and reporting tools (e.g., Power BI, Salesforce) and strong analytical fluency.
• Proven leadership, stakeholder management, communication, and influence across cross-functional teams.
• Contact center and/or luxury retail experience preferred.