Senior Director of Workforce Optimization

Job Summary

To enhance operational performance, the full-time remote Senior Director of Workforce Optimization will build and govern a unified performance framework, manage staffing and caseload modeling, and lead continuous improvement initiatives across Enrollment Operations.

Key Responsibilities

• Design and govern a standardized performance and quality framework for Enrollment Operations, ensuring consistent application across functions
• Build and validate staffing and caseload models based on actual labor data, monitoring capacity and performance trends for executive reporting
• Lead the Operational Excellence function, driving process efficiency and corrective actions through structured root cause analysis

Required Qualifications

• Advanced proficiency in root cause analysis methodologies such as 5 Whys and fishbone diagrams
• Strong quantitative and analytical skills, including experience with capacity/staffing modeling and statistical trend analysis
• Demonstrated ability to design and govern standardized performance frameworks across multiple business units
• 8+ years of progressive experience in operations, performance management, or continuous improvement roles
• Lean Six Sigma certification (Green Belt or higher) preferred