Service Director, Strategic Workforce Planning & Forecasting

Edward Jones

2d•Hybrid

About The Position

The Service Director, Strategic Workforce Planning & Forecasting leads enterprise workforce strategies to ensure Enterprise Care has the talent, skills, and capacity needed to meet business needs and deliver strong client outcomes. The role combines workforce strategy, operational excellence, and business transformation, using data, forecasting, and workforce analytics to guide staffing, scheduling, and capacity decisions. The director partners with Operations, Finance, Talent Acquisition, Learning & Development, and Strategy to develop scalable workforce solutions that support organizational agility, service delivery, and long-term business success. This highly visible leadership role influences enterprise-wide decisions and leads transformational initiatives. It oversees workforce planning technologies, analytics, reporting, governance, performance measures, workforce-related investments, and budgets, while building and leading a high-performing team. Candidates living within commuting distance of the Tempe, Arizona, or St. Louis, Missouri, home offices are expected to work in the office four days per week.

Requirements

Bachelor's degree required.
At least 6 years of professional experience in Financial Services, Banking, Insurance, Brokerage, Customer Service, Operations, or a related industry.
At least 5 years of people leadership experience, with responsibility for leading managers and/or teams.
Series 7 and Series 66 licenses, or Series 7 and Series 63/65 licenses.
Experience leading large-scale operational, service delivery, or customer service organizations.
Experience leading cross-functional initiatives involving multiple business partners and stakeholders.
Experience managing multiple concurrent projects, programs, or business initiatives.
Experience using business metrics, analytics, and performance data to drive operational improvements.
Experience with customer service operating models, service metrics, workforce management, training, or support systems.

Nice To Haves

Advanced degree (MBA, Master's, or another relevant graduate degree).
At least 3 years leading customer service-focused departments or service delivery functions.
Experience leading organizations of 30 or more associates.
Experience within Financial Services, including Brokerage, Banking, Wealth Management, or Insurance.
Experience leading large-scale service transformation, process improvement, or operational excellence initiatives.
Experience with digital service capabilities, contact center operations, or client service platforms.

Responsibilities

Lead enterprise workforce planning strategies that align talent capacity, staffing models, and organizational capabilities with business objectives.
Develop forecasting and capacity-planning models to anticipate workload demand, staffing needs, and resource requirements.
Design and execute scheduling and workforce optimization strategies that balance client demand, employee experience, productivity, and financial performance.
Partner with Operations, Finance, Talent Acquisition, Learning & Development, and Strategy leaders to identify workforce risks, capability gaps, and future talent needs.
Provide data-driven insights, scenario analyses, and workforce recommendations to inform executive decisions and strategic investments.
Lead organizational readiness for new services, technologies, operating models, and business initiatives.
Establish governance processes, operating rhythms, and performance measures to drive accountability, alignment, and continuous improvement.
Oversee workforce planning technologies, analytics, and reporting to improve forecasting accuracy, resource utilization, and operational outcomes.
Manage workforce-related investments and budgets to deploy resources effectively and support long-term business growth.
Build and lead a high-performing team and foster innovation, collaboration, and operational excellence.