Senior Director, Workforce Optimization

Public Partnerships | PPL•Latham, NY

1d•$162,500 - $185,000•Remote

About The Position

Public Partnerships LLC supports individuals with disabilities or chronic illnesses and aging adults, to remain in their homes and communities and “self” direct their own long-term home care. Our role as the nation’s largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget. We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services. Our culture attracts and rewards people who are results-oriented and strive to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, entrepreneurial environment, and who want to make a difference in helping transform the lives of the consumers we serve. 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.

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).
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.

Nice To Haves

MBA or equivalent advanced degree preferred.
Substantial professional experience may be considered in lieu of a formal degree.
Lean Six Sigma certification (Green Belt or higher) preferred.

Responsibilities

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