Sr. Director Resource Planning and Operations Analytics

Overview As Senior Director, you will lead the enterprise resource planning function, overseeing Workforce Management and Operations Analytics. You’ll set long- and short-term forecasting, capacity and staffing strategies, and enterprise analytics to support service quality, productivity, and financial commitments. You will guide Directors and leaders across units to translate demand and operational data into clear decisions that drive business results. The role combines strategic direction with hands-on governance of forecasting, analytics, and performance reporting, shaping the organization’s resource strategy at scale. Compensation / Benefitsmedical, vision, dental benefits401(k)tuition reimbursementlife insurancepaid time offpaid holidays and leaves of absence ResponsibilitiesSet multi-year strategy and annual operating plan for resource planning and analytics aligned to enterprise objectivesLead and develop Directors and managers in WFM and Operations Analytics; foster accountability and continuous improvementDefine forecasting strategy across short-, mid-, and long-range horizons with transparent methodologiesDirect workforce planning, staffing models, scheduling standards, and capacity management to match demand and budgetOversee intraday resource optimization across various channels and work types as demand and conditions changeEnsure WFM practices meet service levels, quality targets, and client commitmentsGuide scheduling, routing, queue management, and contingency practices for resource efficiency and business continuityLead enterprise analytics, BI, reporting, and performance measurement for a unified view of health, risk, and resultsSponsor dashboards and narratives translating data into actionable recommendations with financial impactEstablish governance for data definitions, metrics, inputs, methodologies, and quality controlsAdvance predictive analytics, scenario modeling, optimization, and self-service reporting for scalable planningLead cross-functional initiatives to improve productivity, utilization, processes, and cost managementPartner with Finance on budgets, headcount, productivity targets, and business case analysisProvide resource planning support for new business, implementations, and technology deploymentsEnsure effective escalation and analytical support during system or demand eventsCultivate partnerships with Technology and data teams to prioritize data platforms and toolsBenchmark against industry standards and translate trends into improvementsOwn budget, vendor priorities, and portfolio delivery to ensure value and alignment to strategy Key requirements12+ years in leadership roles related to workforce management, resource planning, analytics, or BI8+ years of people leadership across multiple teams or disciplinesExpert knowledge of WFM principles including forecasting, capacity planning, staffing models, scheduling, intraday management, and optimizationAdvanced analytics and data storytelling; experience with predictive modeling and scenario analysisStrong governance capabilities for data quality, reporting standards, and KPI definitionsFinancial acumen in labor cost management, budgeting, and business-case developmentExperience with WFM and analytics tools and languages such as SQL, Tableau/Power BI, SAS, Python, R; familiarity with IEX or similar platformsExcellent executive communication and presentation skills; ability to translate complex data into decisionsAbility to lead through ambiguity and balance short-term needs with long-term strategyCollaborative, influential, and focused on developing high-performing teamsWillingness to work remotely with reliable broadband accessexecutive communicationleadership and people developmentdata storytellingIEX or comparable WFM platformsSQLTableau