Operations Enablement Manager

Classification

Exempt

Reports to

Director of Operations

Summary/Objective The Operations Enablement Manager is responsible for leading Texas811's workforce planning, training, call-taker onboarding, and employee development functions to ensure the organization has the resources, skills, and operational readiness necessary to meet service commitments. This role provides strategic oversight of workforce forecasting, scheduling, intraday management, training programs, onboarding initiatives, and continuous learning efforts. The Operations Enablement Manager partners closely with Operations, Quality Assurance, Human Resources, Technology and Leadership & Development to strengthen workforce readiness, align employee capabilities with business demand, and drive continuous improvement across the Damage Prevention Center (DPC). This position ensures employees, members, customers, and users of Texas811 systems receive consistent, effective support and training while fostering a culture of accountability, continuous learning, and operational excellence.

Direct Reports

Training Specialists (4)

Intra-Day Analyst

Scheduler

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Leadership & Team Development

• Provides leadership, direction, coaching, and development for Training Specialists and Workforce Management team members.
• Establishes clear performance expectations through regular coaching, performance discussions, one-on-one meetings, and development planning.
• Promotes a collaborative, customer-focused, and results-oriented culture.
• Identifies succession planning and professional development opportunities for team members.
• Fosters strong partnerships across Operations, Quality, Human Resources, and Technology teams.

Training & Organizational Development

• Oversees the design, delivery, evaluation, and continuous improvement of onboarding, refresher, compliance, leadership, and skills-based training programs.
• Ensures training content remains accurate, current, and aligned with operational processes, policies, systems, and business objectives.
• Collaborates with operational leaders and utilizes performance data to identify gaps and develop targeted learning solutions.
• Evaluates training effectiveness through performance metrics, quality results, stakeholder feedback, and learner assessments.
• Leads initiatives that support employee engagement, knowledge retention, productivity and growth.
• Oversees administration and maintenance of learning management systems, training materials, and training records.

Workforce Management (WFM) & Operational Readiness

• Provides strategic oversight of workforce planning activities, including forecasting, capacity planning, scheduling, intraday management, and staffing analysis.
• Leads the WFM team in developing staffing plans that balance service level objectives, employee experience, and organizational efficiency.
• Monitors workforce metrics and identifies trends, risks, and opportunities affecting service delivery and operational performance.
• Partners with operational leadership to proactively address staffing challenges and changes in demand.
• Oversees schedule management practices, including PTO planning, shrinkage analysis, staffing assumptions, and resource allocation.
• Ensures WFM processes effectively support business continuity and operational readiness objectives.
• Evaluates workforce management tools, reporting processes, and methodologies to drive continuous improvement and efficiency.

Performance Enablement & Continuous Improvement

• Leverages workforce, operational, and training data to develop reports, identify performance trends, and provide actionable recommendations that improve customer experience, service levels, productivity, and employee performance
• Works collaboratively with Operations and Quality leaders to address performance gaps through workforce strategies, training solutions, process improvements, and employee development initiatives.
• Leads and participates in projects that improve operational effectiveness, service delivery, employee readiness, and organizational performance.
• Supports organizational change management efforts through communication, training, and workforce readiness planning.

Strategic Planning & Business Partnership

• Develops annual goals, business plans, and functional priorities aligned with departmental objectives.
• Serves as a subject matter expert and trusted advisor regarding workforce strategy, staffing models, training initiatives, resource planning, and operational readiness.
• Partners with Human Resources and Leadership & Development regarding recruitment, onboarding, employee development, and workforce planning activities.
• Supports budget planning and responsible stewardship of departmental resources.
• Presents recommendations, performance metrics, and strategic initiatives to leadership as needed.

General Expectations

This position is expected to maintain flexibility to perform additional responsibilities as needed. Ensure availability to address organizational priorities and support team operations. Exhibit professionalism in all interactions and representations of the organization.

Competencies

• Strong leadership, coaching, and employee development skills.
• Strong analytical and problem-solving abilities.
• Knowledge of WFM principles (forecasting, scheduling, staffing, capacity planning, and intraday).
• Knowledge of adult learning principles and training program development.
• Ability to interpret performance data and translate insights into actionable plans.
• Excellent verbal, written, presentation, and interpersonal communication skills.
• Strong organizational and project management skills.
• Ability to build relationships and influence outcomes across multiple departments.
• Ability to effectively lead change and continuous improvement initiatives.
• Proficiency with Microsoft Office applications and reporting tools.

Travel

This position requires the ability to conduct business travel as needed, which may include periodic travel outside the local area and overnight.

Work Environment

This role operates primarily in a professional office environment, with expectations for on-site presence and remote work options as determined by the Chief Operating Officer and the Director of Operations. This role routinely uses standard office equipment such as computers, phones, web cameras and virtual meeting software.

Required Education and Experience

• Bachelor's degree in Business Administration, Organizational Development, Education, Human Resources, Operations Management, or a related field required.
• Minimum five (5) years of progressively responsible leadership experience in a contact center, customer service, operations, workforce management, training, or related environment.
• Minimum three (3) years of people leadership experience.
• Experience leading training, workforce management, or other operational support functions.
• Experience developing reports, analyzing operational metrics, and making data-driven decisions.
• Experience managing multiple priorities and cross-functional initiatives.
• Equivalent combination of education and experience may be considered.

Preferred Qualifications

• Contact center workforce management experience.
• Experience with AWS Connect, WFM software, learning management systems, or similar platforms.
• Experience with Power BI or other reporting and analytics tools.
• Professional certifications related to workforce management, training, organizational development, project management, or leadership.
• Experience supporting operational transformation or continuous improvement initiatives.

Physical Demands/ADA Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to see, talk, or hear. This is largely a sedentary role; and individuals may need to sit or stand for extended periods of time. Individuals must be able to type, operate telephones, computer equipment, and audio headphones. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the workday.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.