Position Description:
We're looking for those individuals-the creative thinkers and innovation seekers-who are content with nothing short of changing the world. Discover the endless opportunities within the Medical College of Wisconsin (MCW) and be inspired by the work we can do together to improve health, and make a positive, daily impact in our communities.
Position Summary
The Director of the Workday Solution CenterUser Experience is a pivotal role within the Workday Solution Center, responsible for managing the day-to-day operations of the User Experience team and ensuring a seamless, high-quality support experience for all Workday users. This role leads a team of support analysts anddrives service excellence through standardized processes and service levels. The Lead collaborates cross-functionally with HR, Finance, and IS to align support strategies with organizational goals.
Lead and manage the daily operations of the Workday help desk, ensuring timely and effective resolution of user issues. Supervise and mentor support staff, providing coaching, training, and performance feedback. Monitor case queues, assign tickets, and manage escalations to ensure service level agreements (SLAs) are met. Develop and maintain standardized troubleshooting guides, response templates, and escalation protocols. Oversee the creation and upkeep of the Workday knowledge base and self-service tools in collaboration with functional teams. Track and report on key performance indicators (KPIs) such as resolution time, first contact resolution, and user satisfaction. Serveas the primary liaison between the User Experience team and HR, Finance, and IT stakeholders to ensure alignment on support priorities. Identify trends in support requests and recommend process or system improvements. Participate in testing and validation of Workday updates and new features. Ensure compliance with data privacy and security standards in all support activities. #LI-AV1
Preferred Schedule:
Monday - Friday 8:00-5:00
Position Requirements:
Qualifications Appropriate experience may be substituted for education on an equivalent basis
Bachelor's degree 5+ years of experience in contact and customer service support, with at least 2 years in a supervisory or team lead role Knowledge of Workday HCM, Payroll, or Financials modules preferred. Proven ability to lead teams and manage support operations in a fast-paced environment. Excellent communication, problem-solving, and organizational skills. Experience with case management tools and reporting dashboards. Ability to build relationships and influence across departments. Why MCW?
- Outstanding Healthcare Coverage, including but not limited to Health, Vision, and Dental. Along with Flexible Spending options
- 403B Retirement Package
- Competitive Vacation and Paid Holidays offered
- Tuition Reimbursement
- Paid Parental Leave
- Pet Insurance
- On campus Fitness Facility, offering onsite classes.
- Additional discounted rates on items such as: Select cell phone plans, local fitness facilities, Milwaukee recreation and entertainment etc.
For a full list of positions see: www.mcw.edu/careers For a brief overview of our benefits see: https://www.mcw.edu/departments/human-resources/benefits At MCW all of our endeavors, from our internal operations to our interactions with our partners, are driven by our shared organizational values: Caring - Collaborative - Curiosity - Inclusive - Integrity - Respect. We are committed to fostering an inclusive environment that values diversity in backgrounds, experiences, and perspectives through merit-based processes and in alignment with all applicable laws. We believe that embracing human differences is critical to realize our vision of a healthier world, and we recognize that a healthy and thriving community starts from within. Our values define who we are, what we stand for and how we conduct ourselves at MCW. If you believe in embracing individuality and working together according to these principles to improve health for all, then MCW is the place for you.
MCW as an Equal Opportunity Employer and Commitment to Non-Discrimination
The Medical College of Wisconsin (MCW) is an Equal Opportunity Employer. We are committed to fostering an inclusive community of outstanding faculty, staff, and students, as well as ensuring equal educational opportunity, employment, and access to services, programs, and activities, without regard to an individual's race, color, national origin, religion, age, disability, sex, gender identity/expression, sexual orientation, marital status, pregnancy, predisposing genetic characteristic, or military status. Employees, students, applicants, or other members of the MCW community (including but not limited to vendors, visitors, and guests) may not be subjected to harassment that is prohibited by law or treated adversely or retaliated against based upon a protected characteristic.
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Medical College of Wisconsin
parental leave, paid holidays, tuition reimbursement, 403(b)
Sep 11, 2025