Summary
The Director, Operations Excellence will lead transformation across Cartier North America's Sales Operations, Jewelry Customer Service, retail inventory management, and operations analytics. This role will build and develop a team while partnering with cross-functional stakeholders to improve operational performance and client experience.
Responsibilities
- Lead Sales Operations transformation and continuous improvement, including process optimization, governance, and implementation.
- Redesign the end-to-end jewelry repair journey and operating model to improve lead times, visibility, capacity, productivity, and client experience.
- Drive in-store inventory optimization in collaboration with Retail, Marketing, Visual Merchandising, Logistics, and Operations.
- Build dashboards, KPIs, analytics frameworks, and performance reporting to support data-driven decisions.
- Lead and develop operations excellence and data professionals and promote continuous improvement.
Requirements
- Master's degree in Engineering, Supply Chain, Operations, or a related quantitative discipline.
- 10+ years of experience in Process Excellence, Operations, Supply Chain, Customer Service, Retail Operations, or a related environment.
- Demonstrated success leading complex cross-functional transformation initiatives and strong project management capabilities.
- Strong analytical skills, including experience building dashboards and performance reporting; Looker preferred.
- SAP proficiency, excellent communication and influencing skills, and a customer-first mindset.
- Experience in luxury, watches, jewelry, fashion, or premium consumer goods is preferred; familiarity with Celonis, Power Automate, Pega, Anaplan, RPA, or Lean methodologies is valued.
