AVP, Workforce Strategy & Operational Excellence

The Assistant Vice President (AVP), Workforce Solutions provides strategic leadership and oversight for Workforce Management, Task Manager Operations, and Reporting Solutions across Enterprise Operations. This role is responsible for optimizing workforce effectiveness, operational efficiency, and service delivery through forecasting, capacity planning, workflow management, resource optimization, and business intelligence , while leading multiple operational disciplines in support of enterprise priorities.

The role leads a team of workforce management, reporting, and workflow professionals while driving continuous improvement , operational excellence , leadership development, and cross-functional partnership across the organization.

- Provide strategic leadership across Workforce Management, Task Manager Operations, and Reporting Solutions to ensure efficient resource utilization , operational effectiveness, and achievement of business objectives .

- Lead multiple operational disciplines through clear vision-setting, prioritization, performance management, and disciplined execution against enterprise goals.

- Develop workforce strategies including forecasting, capacity planning, scheduling, and real-time performance management to support service, productivity, and financial goals.

- Oversee workflow management processes and tools, driving process improvements, automation opportunities, and operational efficiencies.

- Establish and maintain reporting, analytics, and performance measurement frameworks that provide actionable insights for business leaders.

- Partner with Operations, Contact Center, Technology, Enterprise Business Solutions, HR, Finance, Legal, Risk, Compliance, and other internal functions to align workforce strategies with organizational priorities.

- Build, develop, and empower a high-performing leadership team by coaching managers, strengthening succession readiness, and fostering accountability, collaboration, innovation, and operational excellence.

- Drive continuous improvement initiatives that enhance customer experience, employee engagement, productivity, service quality, and cost efficiency.

- Manage operational risks, ensure compliance with policies and standards, and support strategic transformation initiatives across Enterprise Operations.

- Bachelor's degree in business administration , Management, Finance, Operations, Analytics, or related field .

- 8+ years of progressive leadership experience in workforce management, operations, contact center operations, business intelligence, workforce planning, or related functions , including proven experience leading multiple disciplines within an operations team .

- 5+ years of people leadership experience leading managers and professional teams.

- Experience with workforce management systems, forecasting methodologies, scheduling, and capacity planning.

- Strong analytical and data-driven decision-making capabilities.

- Experience leading process improvement and operational transformation initiatives.

- Experience within financial services, insurance, or customer service operations.

- Experience with Genesys, workforce management platforms, reporting and visualization tools, and workflow management solutions.

- Experience leading enterprise-scale workforce optimization programs.