• Location: Irving, TX
• Type: Direct Hire
Hybrid
• Job #9510

The Director of Business Performance, Client Services is a strategic leader who drives operational excellence across Client Service Operations. This role will develop sophisticated analytics, tools, and models using complex data to identify opportunities for risk management, operational efficiency, cost optimization, and continuous improvement.

A core responsibility is ensuring an exceptional Client experience—both external and internal—remains central to business decisions and strategies.

This role provides critical, holistic insight into the performance and trends of the Client Services organization, enabling informed decision-making and driving measurable impact across the business. The Director will provide leadership with comprehensive visibility into both top- and bottom-line performance through financial planning and analysis, advanced analytics, KPI monitoring, and strategic forecasting.

Responsibilities & Duties

Strategic Analytics & Performance Leadership

• Ensure the business achieves key performance indicators (KPIs), including handle rates, service levels, sales targets, and expense objectives.
• Develop and implement a comprehensive operations analytics framework that provides data-driven insights into efficiency, utilization, cost-effectiveness, quality, and overall operational performance.
• Establish clear KPIs and develop interactive dashboards that serve as a single, reliable source of truth for monitoring and reporting on service levels, sales, productivity, and cost-effectiveness.
• Utilize advanced analytics to identify emerging trends, predict future outcomes, and provide strategic recommendations that support informed business decisions.
• Partner with Workforce Planning to determine optimal staffing levels based on service demand, business growth, and operational requirements.
• Evaluate the advantages and disadvantages of different service delivery models and proposals, ensuring alignment with broader business objectives.
• Identify opportunities to improve productivity, efficiency, quality, and the overall Client experience.

Stakeholder Engagement & Business Partnership

• Proactively engage with senior stakeholders across Client Development, Client Services, Finance, Commercial Operations, Retail, Digital, and Omni-channel teams to provide actionable insights and recommendations.
• Partner with global leadership to communicate local business objectives and help define and evolve the operating model for the Americas.
• Champion the needs of the Client Services organization by providing stakeholders with the insight, transparency, and clarity needed to drive meaningful business impact.
• Establish strong partnerships with Retail and Digital teams and create an effective information-sharing ecosystem that identifies trends, uncovers opportunities, and supports commercial growth.
• Translate complex data and analytics into clear, compelling business recommendations for senior leadership.

Budget & Financial Oversight

• Oversee the Client Services operating budget, including tracking expenditures across allocated line items and ensuring fiscal discipline and compliance.
• Partner closely with Finance to develop monthly forecasts and proactively identify capital, operating, and headcount requirements, as well as potential savings opportunities.
• Analyze run rates, financial reports, and operational trends to support proposed budget adjustments while maintaining appropriate service levels.
• Balance service quality, business performance, and cost efficiency when evaluating operational investments and resource requirements.

Required Qualifications

Education

• Bachelor’s degree in a quantitative discipline such as STEM, Data Analytics, Operations Management, Business Administration, or a related field.

Experience

• 10+ years of experience leading business performance, operations analytics, strategic planning, or related functions in a high-velocity environment with short implementation cycles, such as e-commerce, retail, digital services, or a comparable industry.
• Proven expertise in business forecasting, capacity modeling, workforce planning, and cost optimization.
• Deep understanding of core contact center KPIs and strategies for optimizing productivity, service levels, and agent performance.
• Demonstrated success designing interactive dashboards and reporting visualizations that translate complex data into clear operational insights.
• Advanced experience developing data-driven strategies, including modern analytics frameworks and the application of AI, to connect diverse data sources and drive business impact.
• Experience with Salesforce and Power BI, or comparable CRM and business intelligence platforms, strongly preferred.

Technical Proficiency

• Strong data and analytical fluency.
• Advanced proficiency with business intelligence and commercial insight tools, including Power BI or similar platforms.

Industry Experience

• Experience in a contact center/call center or luxury retail environment is preferred but not required.

Ideal Profile

The ideal candidate will be an accomplished, strategic, and highly analytical leader with exceptional interpersonal and communication skills. They will have a proven track record of leading cross-functional teams, managing complex initiatives, and building strong relationships with senior stakeholders.

This individual will have a strong, influential presence and the ability to lead teams through change while helping shape the future direction of Client Services. They should be a strategic thinker who can develop and execute business plans, manage competing priorities, and consistently drive results in a fast-paced environment.

The successful candidate will be proactive, innovative, adaptable, and comfortable operating in an environment where priorities and business needs can evolve quickly.

Strong expertise in analytics is essential, including the ability to identify meaningful metrics, develop effective visualizations, interpret complex data, and translate findings into actionable business recommendations. Advanced analytical, problem-solving, and decision-making skills are required, along with strong stakeholder management, communication, and influencing capabilities.

A customer-centric mindset and passion for operational excellence are critical to success in this role.