Lead the Workforce Management team in the Client Relations Center, implementing best-in-class resource planning services to support Richemont’s luxury houses.
Compensation
Salary will be negotiated based on relevant skills and experience.
Responsibilities
Own all WFM-related processes and tools, including forecasting, scheduling, reporting and analysis
Develop and implement capacity plans using Erlang to ensure optimal staffing levels and service delivery
Lead and develop a team of WFM Specialists, providing mentoring, feedback, and professional development opportunities
Develop and implement metrics, reports and dashboards to measure WFM-specific KPIs and drive performance improvements
Collaborate with cross-functional teams to develop and implement best practices in workforce management and scheduling
Lead strategic procurement transformation initiatives across global supply chain networks, ensuring alignment with enterprise-wide cost optimization and sustainability goals.
Compensation
The approximate annual base compensation range for this position is: 100,000 to 125,000 USD
Responsibilities
Lead strategic procurement transformation initiatives across global supply chain networks
Drive advisory engagements with senior client stakeholders, delivering insights on procurement maturity, digital enablement, and supplier collaboration models
Develop and implement category management strategies for high-impact spend areas, leveraging advanced analytics and market intelligence
Mentor and guide cross-functional teams, fostering capability development in strategic sourcing, contract negotiation, and supplier performance management
Represent the procurement advisory function in executive forums, contributing to thought leadership, innovation road, and client relationship growth
Lead and execute operational excellence initiatives across a global organization, driving process improvements, quality, productivity, and cost savings.
Responsibilities
Deploy best practices across all business units and regions
Identify opportunities for standardization, automation, and profitability
Communicate and support strategies for behavior change
Champion culture change and operational efficiencies
Develop and manage monthly KPI reports
Requirements
Minimum BA or BS (or international equivalent)
Nice to have: Multi-site global experience
Nice to have: Operating in different time zones & cultures
Directs the enterprise customer service strategy to deliver predictable outcomes across Service Level Agreements, quality, and cost-to-serve.
Responsibilities
Directs the multi‑year customer service strategy and operating model to achieve Service Level Agreements, Customer Satisfaction/Net Promoter Score, First Contact Resolution, Average Handle Time, utilization, and quality targets.
Oversees nationwide or global omnichannel operations and platforms to standardize processes, reduce variability, and scale best practices.
Drives policy, procedure, and control governance to ensure audit‑ready compliance with regulatory, contractual, and privacy requirements.
Oversees financial management including budgets, forecasts, vendor spend, and cost‑to‑serve optimization with clear Return on Investment accountability.
Directs transformation initiatives spanning self‑service, automation, AI/analytics, and knowledge management to remove demand and improve experience.
Requirements
Bachelor's degree in business administration, operations management, information systems, or a related field required.
Master's degree in business administration, operations management, information systems, or a related field preferred.
Performs field work and supervises staff professionals
Completes more difficult and technical areas
Analyzes engagement progress and meets regularly with Managers, Senior Managers, Heavy Senior Managers, Principals, and Partners regarding budget and engagement issues
Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.
Accountant/AuditorXLA · Arlington, US