Senior Manager, Operations Performance Ecosystem

Responsibilities

• Own Scorecard deliverables & operations, including the strategy of how Scorecard metrics influence colleague behaviors.
• Deliver initiatives that build Scorecard operations, forecasting, scheduling and streamlined performance reporting.
• Build, implement, and manage capacity plans to ensure optimal staffing levels and efficient response times; collaborate with AI2 and operational teams to build/use forecasting models to pre-plan capacity to meet demand.
• Lead operations goalsetting in partnership with production units, from inputs to socialization and facilitating interaction with Workforce Management Scheduling & Intraday Workforce Management teams.
• Lead all business analysis and performance insights that provide productivity insights, coaching opportunities, and actions to improve performance.
• Provide production executive support on Operations performance, creating clarity and providing insights and analys...