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Director Workforce Planning Jobs in Delaware (NOW HIRING)

Industrial Resource Group

Plant Manager

Harrington, DE

$120K - $140K/yr

Drive workforce planning, succession strategies, and talent acquisition initiatives to build a ... Direct cross-functional collaboration to achieve plant-wide objectives. Safety & Risk Management ...

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Director Workforce Planning information

What does a director of workforce planning do?

A Director of Workforce Planning is responsible for developing and implementing strategies to ensure an organization has the right number of employees with the appropriate skills to meet current and future business needs. This role involves analyzing workforce data, forecasting staffing requirements, and collaborating with executives and HR teams to align talent management with organizational goals. Directors of Workforce Planning also oversee workforce analytics, succession planning, and may help guide recruitment and training initiatives. Their work helps optimize organizational performance and supports long-term business growth.

How does a director of workforce planning typically collaborate with other departments to ensure organizational goals are met?

A Director of Workforce Planning works closely with HR, finance, and business unit leaders to align talent strategies with organizational objectives. This role often involves analyzing workforce data, forecasting staffing needs, and facilitating discussions to address skill gaps or succession planning. Regular collaboration ensures that hiring, training, and resource allocation support both current and future business priorities. Effective communication and strategic partnership with other department heads are key to anticipating needs and driving company-wide success.

What are the key skills and qualifications needed to thrive as a director of workforce planning, and why are they important?

To thrive as a Director of Workforce Planning, you need expertise in workforce analytics, strategic planning, and talent management, typically supported by a bachelor's or master's degree in human resources, business, or a related field. Proficiency with HRIS platforms, data visualization tools like Tableau or Power BI, and workforce planning software is highly valued. Strong leadership, communication, and change management skills help drive cross-functional collaboration and organizational alignment. These capabilities are critical for developing effective workforce strategies that align talent with business goals and optimize organizational performance.

What is the difference between Director Workforce Planning vs Workforce Analyst?

AspectDirector Workforce PlanningWorkforce Analyst
CredentialsBachelor's degree, often advanced degrees in HR, Business, or related fields; experience in strategic planningBachelor's degree in HR, Business, or related fields; analytical skills; sometimes certifications like SHRM-CP
Work EnvironmentStrategic, leadership-focused, cross-departmental collaborationData analysis, reporting, supporting HR and planning teams
Employer & Industry UsageCommon in large organizations, HR departments, and consulting firmsUsed across industries for workforce data analysis and planning support

The Director Workforce Planning oversees strategic staffing initiatives, workforce forecasting, and long-term planning, often leading teams and making high-level decisions. In contrast, a Workforce Analyst focuses on analyzing workforce data, generating reports, and supporting planning processes. While both roles require analytical skills and HR knowledge, the director role emphasizes leadership and strategy, whereas the analyst role is more data-focused and operational.

What are popular job titles related to Director Workforce Planning jobs in Delaware?

For Director Workforce Planning jobs in Delaware, the most frequently searched job titles are:

What job categories do people searching Director Workforce Planning jobs in Delaware look for?

The top searched job categories for Director Workforce Planning jobs in Delaware are:

What cities in Delaware are hiring for Director Workforce Planning jobs?

Cities in Delaware with the most Director Workforce Planning job openings:

Director Workforce Planning jobs near you

Director, Customer Engagement & Agent Platforms

Best Egg

Wilmington, DE • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 27 days ago

Job description

Best Egg, now part of Barclays, is a market-leading, tech-enabled financial platform helping people build financial confidence through innovative lending solutions and financial health tools. As a Barclays company, we combine the agility and customer focus of a fintech with the global reach, stability, and purpose of a leading financial institution-working together to create a better financial future for our customers and communities.


At Best Egg, you'll find a culture grounded in our core values-putting people first, creating clarity, delivering with excellence -enhanced by Barclays' commitment to integrity, inclusion, and long-term impact. Together, we empower our colleagues to challenge, innovate, and take ownership while making a meaningful difference in people's financial lives.


With the strength of Barclays behind us, we offer expanded opportunities for growth, development, and career mobility across a global organization-while continuing to build the products and experiences that make Best Egg unique.


We're looking for collaborative, curious problem-solvers who are excited to make an impact and grow with us.


We're proud to be an equal opportunity employer committed to building a diverse and inclusive team.


About the Role

We are seeking a Director, Customer Engagement & Agent Platforms to lead the ownership, management, and optimization of the systems that enable customer engagement and agent execution across operations.

This role sits within Operations and is responsible for ensuring that customer engagement and agent platforms effectively support business strategy, operational workflows, and performance outcomes across originations, servicing, and collections.

The role focuses on platform ownership, configuration, and continuous improvement, not software engineering or direct frontline management.

Platform Ownership & Management
  • Own the performance and effectiveness of customer engagement and agent platforms (SMS, email, voice/IVR, CRM, workflow systems)
  • Ensure platforms are aligned to business strategy, operational workflows, and performance goals
  • Operate as the primary owner of platform outcomes within operations, with end-to-end accountability for performance and continuous improvement
  • Identify opportunities to enhance platform capabilities and improve operational outcomes
  • Identify and implement opportunities to leverage AI and automation within customer engagement and agent platforms to improve efficiency and customer experience
Platform Configuration, Intake & Change Management
  • Establish and manage structured intake, prioritization, backlog and change management processes for platform enhancements
  • Ensure platform changes are executed in a controlled, scalable, and well-documented manner
  • Drive implementation and adoption of AI-enabled features (e.g., chat automation, intelligent routing, agent assist) within platform configurations
Vendor & Platform Management
  • Manage relationships with platform vendors and partners (e.g., Zendesk, messaging platforms, telephony providers)
  • Ensure vendor performance aligns with operational needs and priorities
  • Evaluate and implement enhancements or new capabilities as appropriate
  • Serve as the operations and / or lead for vendor lifecycle management, including platform evaluations, migrations, contract renewals, and ongoing vendor performance management
Cross-Functional Partnership
  • Partner closely with Operations Strategy, Analytics, and business leaders to align platform capabilities with business priorities
  • Coordinate with Product and Engineering teams as needed for system enhancements and integrations
  • Act as a bridge between business needs and platform execution
Workforce & Execution Oversight
  • Provide strategic oversight of workforce management and dialer operations to ensure alignment with platform strategy and business demand
  • Partner with Agent Systems & Operations leadership to coordinate capacity, execution, and system behavior
  • Ensure alignment between workforce planning, platform configuration, and customer engagement strategy
  • Support development of scalable execution models, including BPO-supported intraday operations
What Success Looks Like
  • Platforms are clearly owned, well-managed, and aligned to business priorities
  • Platform changes are executed through structured, consistent intake and change management processes
  • Customer engagement and agent workflows are continuously optimized
  • Workforce execution is aligned with platform strategy and demand
  • Vendor partners are accountable and aligned with operational goals
  • AI and automation capabilities are effectively leveraged within platforms to improve efficiency, customer experience, and scalability
  • The team operates with clear priorities, ownership, and strong execution discipline
Qualifications
  • 8-12+ years of experience in operations, platform management, or related roles
  • Experience owning and managing engagement, CRM, or contact center platforms / vendors (e.g., Zendesk, messaging platforms, telephony/IVR systems)
  • Demonstrated experience establishing structured processes (intake, prioritization, change management)
  • Strong understanding of operational workflows and customer/agent experience
  • Experience managing platform configuration and workflow optimization
  • Demonstrated experience identifying and implementing AI capabilities and tools
  • Experience driving cross-functional initiatives in complex environments
Preferred Qualifications
  • Experience in financial services, fintech, or contact center environments
  • Experience partnering with Product, Engineering, or Technology teams
  • Familiarity with AI-enabled customer engagement tools (e.g., chatbots, agent assist, intelligent routing)
$150,000 - $165,000 a year
Employee Benefits
Best Egg offers many additional benefits for our employees, including (but not limited to):
       Pre-tax and post-tax retirement savings plans with a competitive company matching
program
       Generous paid time-off plans including vacation, personal/sick time, paid short--
term and long-term disability leaves, paid parental leave, and paid company
holidays
       Multiple health care plans to choose from, including dental and vision options
       Flexible Spending Plans for Health Care, Dependent Care, and Health
Reimbursement Accounts
       Company-paid benefits such as life insurance, wellness platforms, employee
assistance programs, and Health Advocate programs
       Other great discounted benefits include identity theft protection, pet insurance,
fitness center reimbursements, and many more!
 
 
In compliance with the CCPA, Best Egg is fully committed to handling the personal information and data of employees and job applications responsibly with respect and due care. Review our CCPA Employee Policy  here 
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