Manager, Analytics and Optimization - Client Care

Manager, Analytics and Optimization - Client Care

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 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.

What impact you can create at CHANEL:

Core Reporting & Analytics Excellence (Foundational)

• 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.

Advanced Analytics & Insight Development

• 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.

AI & Optimization Enablement

• 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.

Technology Roadmap Partnership

• 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.

Self-Service Reporting & Enablement

• 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.

Operational & Cross-Functional Partnership

• 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.

You are energized by:

• Building strong reporting and analytics foundations that teams can rely on.
• Turning data into clear, practical insights that improve operations.
• Improving efficiency through better processes, tools, and selective automation.
• Partnering across functions to solve complex operational problems.
• Introducing new capabilities thoughtfully and responsibly.

What you will bring to the team:

• 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

Position Logistics:

• 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.
• Partially Remote: Role requires a minimum of three days in-person office presence at the designated location/office.
• Location requirements: Piscataway or 9 West Locations
• If you are NY office based, you are required to be present in the Piscataway location once a week.

Compensation:

• The anticipated base salary range for this position is $89,000 through $120,000. Base salary is one component of the total compensation for this position. Other forms of variable pay [may/will] be offered for this position. Other components [may/will] include bonus potential, benefits, and/or perks.

Benefits and Perks:

• 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

Additional Information:

Chanel is a private company whose values are grounded in creating the conditions for people to perform at their best and feel fulfilled and confident in their work. We offer a unique work environment where individuals are encouraged to better understand the brand, the business, and motivations, so that together we can unlock the possibilities of growth. This is reflected in:

Diversity and Inclusion:

• At CHANEL, we are intentional in promoting Diversity & Inclusion. We foster respect, empathy and dignity for all. We believe strongly that the diversity of our people across the full spectrum of human differences is essential to our organisation and the connections we have with each other and our clients.
• We offer Employee Resource Groups in the US that are voluntary, open to all, employee-led groups formed around a shared identity or lived experience, whose aim is to foster a diverse, inclusive, and equitable community aligned with the values and missions of the communities they support.

Chanel Community:

• CHANEL Community empowers our employees to channel their passions, talents and sense of purpose to contribute to and learn from our communities.
• Employees are encouraged to take time off annually to volunteer through CHANEL Community. CHANEL also matches employee donations to select charitable organizations.

Sustainability:

• CHANEL Mission 1.5° is our climate action plan. It is focused on transforming the business in line with the ambitions of the Paris Agreement on climate change to limit the average global mean temperature increase to 1.5 degrees Celsius above preindustrial levels.
• Employees are encouraged to contribute to our US Sustainability efforts at the corporate level and within the divisions, through organized taskforces and initiatives.

Arts and Culture:

• We are committed to extending our legacy of cultural engagement. Global support includes the CHANEL Culture Fund, which supports a select group of leading art culture institutions across the globe, and the CHANEL Next Prize for the next generation of creative talent. US support currently includes Annual sponsorship of the MoMA film program, Tribeca Film Festival programs and Through Her Lens, Support of the Academy Gold Fellowship for Women and Sponsorship of the BAAND Together Dance Festival at Lincoln Center.

Fondation Chanel:

• Since 2011, Fondation CHANEL's mission is for women and girls to be free to shape their own destiny. Through multi-year partnerships with financial and technical support, Fondation CHANEL is committed to improving the safety and autonomy of women and adolescent girls around the world, impacting over a million women and girls in its first 10 years.
• For more information, please navigate to the Fondation Chanel website here

Career and Leadership Development:

• We have dedicated in-house teams focused on supporting the onboarding of employees, developing leadership skills via custom programs like Imagine Chanel People, Heart of Leadership and group and individual coaching, and blended online and live classes offered on our Bloom platform and by skilled trainers, such as Shape Your Career, to develop career building skills.
• Chanel, Inc. benefits and perks are dependent on eligibility and subject to modification by Chanel at any time.