Manager, Analytics and Optimization - Client Care

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.

Core Reporting & Analytics Excellence

• 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

• Translate performance data into clear, actionable insights for Client Care leadership

Advanced Analytics & Insight Development

• Evolve reporting from descriptive to diagnostic and forward-looking insights

• Conduct deep-dive analyses to identify root causes, trends, and opportunities

• Support forecasting, capacity planning, and scenario modeling

AI & Optimization Enablement

• Proactively identify and propose AI and optimization use cases (e.g., sentiment analysis, contact reason classification, demand forecasting, QA support, agent assist, summarization, knowledge retrieval)

• Support evaluation and business case development for AI and automation opportunities

• 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

Technology Roadmap Partnership

• Support execution of the Client Care analytics and insights technology roadmap

• Serve as the business lead for analytics platforms (Salesforce data, Power BI, sentiment and speech analytics tools)

• Gather business requirements, document use cases, and partner closely with Tech on build, testing, delivery, and adoption

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

• Strong hands-on experience with Salesforce, Power BI, Excel, and performance reporting

• Partially Remote: minimum of three days in-person at Piscataway or New York office