Director of Business Performance, Client Services

Self Opportunity, Inc.; Irving (TX); On-site; USD 110,000 - 160,000; Full time

Job summary

Self Opportunity, Inc. in Irving, TX, is seeking a Director of Business Performance to provide strategic leadership, analytics, and workforce management support for a high-performing Client Services organization.

You will drive profitability, develop dashboards and KPIs, and collaborate with senior leadership to forecast staffing, optimize scheduling, and improve overall operational performance.

Qualifications

• Bachelor's degree in a related field required.
• 7+ years of experience in business analysis or performance leadership.
• Forecasting, staffing models, and workforce planning experience.
• Strong Excel and PowerPoint proficiency.

Responsibilities

• Lead profitability, productivity, and operational efficiency analyses.
• Develop dashboards and KPIs with Power BI; report on sales, calls, expenses.
• Partner with senior leaders to deliver actionable insights.
• Oversee workforce forecasting, scheduling optimization, and staffing.
• Collaborate with Finance on budgets, forecasts, and reporting.

Skills

Analytical thinking

Strategic leadership

Stakeholder management

Communication

Problem solving

Education

Bachelor's degree in Data Analytics/Finance/Economics/Accounting

Tools

Power BI

Salesforce

Excel

PowerPoint

Job description

A leading, internationally recognized organization is seeking an experienced Director of Business Performance to provide strategic leadership, operational insights, and workforce management support for a high-performing Client Services organization.

This highly visible leadership role will be responsible for driving profitability, operational efficiency, workforce optimization, financial performance, and key business initiatives. The ideal candidate is a strategic, analytical leader who can turn complex data into actionable insights and influence senior stakeholders across the organization.

What You'll Do

• Lead business performance analysis to identify opportunities for improved profitability, productivity, and operational efficiency.
• Develop and oversee reporting, dashboards, and analytics related to KPIs, sales, call volume, productivity, expenses, and financial performance.
• Partner with senior leadership to provide meaningful business insights and recommendations.
• Drive workforce management initiatives including staffing projections, forecasting, scheduling optimization, and resource planning.
• Ensure staffing strategies support peak business periods while maximizing efficiency and maintaining an exceptional customer experience.
• Partner closely with Finance and Accounting on budgets, forecasts, invoices, actuals, and financial reporting.
• Develop standardized reporting and analytical tools that support informed decision-making.
• Lead cross-functional projects focused on operational improvement, cost savings, and business performance.
• Build strong relationships with internal stakeholders and serve as a key voice for the Client Services organization.
• Lead, develop, and support team members while promoting collaboration and continuous improvement.

What We're Looking For

• Bachelor's degree required; degree in Data Analytics, Finance, Economics, Accounting, or a related field preferred.
• 7+ years of experience in business analysis, business performance, workforce management, operations, or a related analytical leadership role.
• Strong experience analyzing, managing, and interpreting complex business and operational data.
• Demonstrated experience with forecasting, staffing models, scheduling optimization, and workforce planning.
• Advanced analytical and problem-solving skills with the ability to identify trends and translate data into actionable recommendations.
• Experience leading cross-functional initiatives and influencing senior-level stakeholders.
• Power BI experience is required; Salesforce experience is preferred.
• Strong proficiency with Microsoft Excel and PowerPoint.
• Experience in a contact center, customer service operation, e-commerce, luxury retail, or other fast-paced service environment is preferred.
• Excellent communication skills with the ability to clearly present complex information to executive and senior leadership audiences.
• Strong attention to detail, organizational skills, and ability to manage multiple priorities.

Why This Opportunity?

This is an opportunity to join a sophisticated organization in a highly strategic leadership role where your analysis and decision-making will directly impact operational performance, workforce strategy, financial results, and the overall client experience.