Senior Director, Workforce Optimization

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

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. (learn more at www.pplfirst.com).

Job Summary

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.

Key Responsibilities

Performance Management & Quality Governance

• 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.

Workforce Planning, Capacity Management & Analytics

• 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.

Operational Excellence & Continuous Improvement

• 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.

Cross-Functional Leadership & Stakeholder Management

• Partner cross-functionally with the Sr. Managers of Core and NY Registration and the Sr. Director of Au