About this role
Opportunity Overview
Are you passionate about using data, strategy, and innovation to shape the future of a workforce?
As the Service Director, Strategic Workforce Planning & Forecasting, you will lead the strategies that ensure Enterprise Care has the right talent, skills, and capacity to meet evolving business needs and deliver exceptional client outcomes. This highly visible leadership role sits at the intersection of workforce strategy, operational excellence, and business transformation.
You will leverage data, forecasting, and workforce analytics to drive staffing, scheduling, and capacity decisions that optimize performance, support growth, and enhance the employee experience. Partnering closely with leaders across Operations, Finance, Talent Acquisition, and Learning & Development, you will develop scalable workforce solutions that strengthen organizational agility, improve service delivery, and enable long-term business success.
This is a unique opportunity to influence enterprise-wide decisions, lead transformational initiatives, and build the workforce strategies that power the future of Enterprise Care.
Key Responsibilities
- Lead enterprise workforce planning strategies that align talent capacity, staffing models, and organizational capabilities with business objectives.
- Develop forecasting and capacity planning models that anticipate workload demand, staffing needs, and resource requirements to maintain service excellence and operational efficiency.
- Design and execute scheduling and workforce optimization strategies that balance client demand, employee experience, productivity, and financial performance.
- Partner with leaders across Operations, Finance, Talent Acquisition, Learning & Development, and Strategy to identify workforce risks, capability gaps, and future talent needs.
- Provide data-driven insights, scenario analyses, and workforce recommendations that inform executive decision-making and strategic investments.
- Lead organizational readiness efforts for new services, technologies, operating models, and business initiatives, ensuring teams are prepared to successfully adopt change.
- Establish governance processes, operating rhythms, and performance measures that drive accountability, alignment, and continuous improvement.
- Oversee workforce planning technologies, analytics, and reporting capabilities to improve forecasting accuracy, resource utilization, and operational outcomes.
- Manage workforce-related investments and budgets to ensure resources are deployed effectively and support long-term business growth.
- Build and lead a high-performing team while fostering a culture of innovation, collaboration, and operational excellence.
Position Requirements
Required Qualifications
- Bachelor's degree required.
- 6+ years of professional experience in Financial Services, Banking, Insurance, Brokerage, Customer Service, Operations, or a related industry.
- 5+ years of people leadership experience with responsibility for leading managers and/or teams.
- Series 7 and Series 66, or Series 7 and Series 63/65 licenses required.
- 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.
Preferred Qualifications
- Advanced degree (MBA, Master's, or other relevant graduate degree).
- 3+ years leading customer service-focused departments or service delivery functions.
- Experience leading organizations of 30+ associates.
- Experience within the Financial Services industry, 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.
Candidates that live within a commutable distance from our Tempe, AZ and St. Louis, MO home office locations are expected to work in the office four days per week.
Company Description
Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500¹ company where people come first. With over 8 million clients and 19,000 financial advisors across the U.S. and Canada, we’re proud to be privately-owned, placing the focus on our clients rather than shareholder returns.
Behind everything we do is our purpose: We partner for positive impact to improve the lives of our clients and colleagues, and together, better our communities and society. We are an innovative, flexible, and inclusive organization that attracts, develops, and inspires performance excellence and a sense of belonging.
People are at the center of our partnership. Edward Jones associates are seen, heard, respected, and supported. This is what we believe makes us the best place to start or build your career.
View our Purpose, Inclusion and Citizenship Report.
1Fortune 500, published June 2023, data as of December 2022. Compensation provided for using, not obtaining, the rating.
Awards and Accolades
At Edward Jones, we are building a place where everyone feels like they belong. We're proud of our associates' contributions to the firm and the recognitions we have received.
Check out our U.S. awards and accolades: Insights & Information Blog Postings about Edward Jones
Check out our Canadian awards and accolades: Insights & Information Blog Postings about Edward Jones
EEO Statement
Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.
Salary Information
At Edward Jones, we value and respect our associates and their contributions, and we recognize individual efforts through a rewards program that promotes a long-term career, financial security and well-being. Visit our career site to learn more about our total compensation approach, which in addition to base salary, typically includes benefits, bonuses and profit sharing. The salary range for this role is based on national data and actual pay is based on skills, experience, education, and other relevant factors for a potential new associate: