Job Summary

The Senior Director, Workforce Optimization, builds and governs the analytical and coaching infrastructure that determines whether Enrollment Operations is actually performing well - and what happens when it isn't. This role unifies productivity, capacity, and quality data into a single, standardized performance framework applied consistently across all Enrollment Operations functions; owns staffing and caseload modeling grounded in validated labor data rather than assumption; leads structured root cause analysis on recurring operational breakdowns; and absorbs the Operational Excellence function to drive process and efficiency improvement. This is a newly created role, established to close a structural gap: as the organization flattens its supervisory layers, no function has previously existed whose sole job is continuous performance monitoring, standardized coaching, and staffing-model validation across the full organization.

Key Responsibilities

Performance Management & Quality Governance

• Design and govern a unified performance and quality framework that combines productivity, capacity, and quality metrics into a single, standardized scorecard applied consistently across Core, NY Registration, and Authorization & Eligibility - replacing inconsistent, supervisor-by-supervisor grading standards.
• Partner with existing quality/compliance audit functions to consume, analyze, and act on quality audit findings. This role does not conduct quality audits directly; it is accountable for ensuring audit findings translate into coaching plans, staffing decisions, and process corrections.
• Partner with HR to design and standardize a coaching and performance-improvement-plan (PIP) framework for use by all supervisors and managers, ensuring consistent application across Core and NY Registration rather than team-by-team variation.
• Establish and govern a standard reporting cadence and consistent KPI definitions used across all Enrollment Operations functions.

Workforce Planning, Capacity Management & Analytics

• Build, validate, and maintain tier-adjusted staffing and caseload models grounded in actual labor data, including designing and overseeing time studies to confirm real case-handling time against modeled assumptions.
• Own capacity monitoring and early-warning trend analysis across all enrollment programs - case volume growth, backlog aging, intake-versus-closure imbalance - surfacing capacity risk before it becomes a service failure.
• Present capacity, performance, and quality trends to VP and executive leadership on a recurring cadence, with clear, data-driven recommendations.

Operational Excellence & Continuous Improvement

• Own the Operational Excellence (OpEx) function, including process efficiency initiatives, workflow redesign, and continuous improvement projects across Enrollment Operations.
• Lead structured root cause analysis (5 Whys and comparable methodologies) on recurring performance, quality, or process breakdowns, and drive corrective action plans through to resolution and verification.
• Direct the prioritization of tooling that supports real-time policy and procedure access for frontline staff, in partnership with Operations Technology & Delivery.

Cross-Functional Leadership & Stakeholder Management

• Partner cross-functionally with the Sr. Managers of Core and NY Registration and the Sr. Director of Authorization & Eligibility to ensure performance standards and staffing models reflect actual operating conditions in each function.

People Leadership

• Manage, coach, and develop direct reports, including oversight of the Operational Excellence team.

Requirements:

• Advanced proficiency in root cause analysis methodologies (5 Whys, fishbone/Ishikawa, or equivalent structured problem-solving frameworks).
• Strong quantitative and analytical skills, including capacity/staffing modeling, statistical trend analysis, and data validation.
• Advanced data analysis skills (Excel required; experience with Power BI or equivalent BI/reporting tools strongly preferred).
• Demonstrated ability to design and govern standardized performance frameworks across multiple business units or functions.
• Strong facilitation and influence skills; proven ability to drive adoption of standards and change without direct line authority over the teams being measured.
• Excellent written and verbal communication skills, including experience presenting data-driven findings to senior and executive audiences.
• Change management and continuous improvement expertise (Lean, Six Sigma, or equivalent methodology preferred).

Qualifications:

Education: Bachelor's degree in Business, Operations Management, Industrial Engineering, or a related field preferred. MBA or equivalent advanced degree preferred. Substantial professional experience may be considered in lieu of a formal degree.

Experience:

• 8+ years of progressive experience in operations, performance management, workforce management, or continuous improvement roles.
• 3+ years in a people-leadership role, managing analysts or operational excellence staff.
• Demonstrated experience building staffing/capacity models grounded in validated labor data (time studies or equivalent), not vendor or industry benchmarks alone.
• Experience partnering with - not owning - a quality/compliance audit function, translating audit findings into operational action, strongly preferred.
• Experience in healthcare, Medicaid, home care, or a comparable regulated services environment strongly preferred.

Certifications: Lean Six Sigma certification (Green Belt or higher) preferred.

Working Conditions

Remote with occasional business travel

Supervisory Responsibility (if applicable):

2 to start (Manager, Operational Excellence; Performance Systems Lead); eventually supervise a total organization of approximately 6.

Compensation & Benefits:

• 401k Retirement Plan
• Medical, Dental and Vision insurance on first day of employment
• Generous Paid Time Off
• Employee Assistance Program and more

Compensation range: $162,500 - $185,000 annually

This role is eligible for a base salary within the posted range. Actual compensation will be determined based on a variety of factors, including skills, experience, and geographic location. Compensation may vary for positions based in high cost-of-labor markets.

The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities, or skills of personnel so classified.