The Sr. Manager - Strategic Workflow Optimization will be a key player in identifying and executing initiatives that result in increased operational efficiencies in support of the Operations Support department's work with Contact Center business units. From conceptualizing and drafting the initial business case to execution using various methods, this Sr. Manager will be collaborating with business unit's stakeholders and subject matter experts to improve and automate contact center workflow. The Sr. Manager will drive collaboration and consensus within the business units and Contact Center teams to ensure that the end product attains high levels of adoption and acceptance. The Sr. Manager must have a quantitative mindset and able to develop metrics demonstrating improved workflow from an end-to-end perspective.