Her Story
About Jodi
Jodi Maffitt is the Workforce Management Department Leader within the operations division of a financial services contact center, a role she has held for seven years. With more than 25 years of experience in workforce management, Jodi's career began unexpectedly over two decades ago when, as a young single mother, she entered the field and discovered a lasting passion for balancing employee wellbeing with customer needs. Today she guides a team of five analysts, overseeing workload forecasting, scheduling for remote agents, performance reporting, and real-time operational adjustments, and she recently spearheaded the rollout of new technology that gives agents greater ownership over their own schedules through direct access to forecasting data.
Jodi's academic path reflects the same resilience that defines her career. She completed her bachelor's degree in sociology and political science at North Central College shortly after high school while simultaneously raising a young child, and years later returned to the classroom to earn her MBA in organizational behavior from the Lake Forest Graduate School of Management, graduating in 2020. That education, paired with decades of hands-on experience, has proven invaluable as she leads her team through periods of significant change, including the ongoing integration of artificial intelligence into workforce management practices. She holds firm to the belief that adaptability is the key to long-term success, often citing her personal mantra of continuous improvement, and she encourages others to communicate strategically while remaining authentic to who they are.
Beyond her professional accomplishments, Jodi is a dedicated advocate for equity, animal welfare, and physical wellness. She currently trains for marathon competitions, channeling the same discipline and goal-driven focus that fuels her career into her personal fitness journey. Her love for animals has translated into years of volunteer service with Fetching Tails dog rescue and the Almost Home Foundation, where she has fostered and cared for dogs in need since 2014. Balancing a demanding career with meaningful community involvement, Jodi Maffitt stands as a well-rounded leader whose impact extends well beyond the workplace.
Her Interview
Ten minutes with Jodi
01What do you attribute your success to?
I credit my success to having an adaptable mindset. Over many years, I've learned the importance of not becoming stuck or rigid, but instead embracing the reality that change is inevitable. As someone from the Chicago area, I live by the mantra "good, better, best, never let it rest" — the idea that you should never let anything stand still, but continually adapt so that your good becomes better, and your better becomes best.
02What’s the best career advice you’ve ever received?
The best advice I've received is to know your audience and tailor your communication accordingly. I've found it's always wise to lead with a more formal approach initially, and then, as relationships develop, adjust your style based on what motivates each individual and what their goals are.
03What advice would you give to young women entering your industry?
I would encourage young women entering this field to always stay true to themselves and never let anyone convince them they need to change who they are. I'd also advise them to think strategically — to view the corporate world as a game with its own set of rules, and to play it with purpose and foresight, always thinking a move or two ahead.
04What values are most important to you in your work and personal life?
Equity is central to how I lead — I believe that equity starts with everyone. In my professional life, I'm guided by a commitment to balancing customer satisfaction with associate empowerment, and I strive to bring innovation and fairness into every process I touch. Outside of work, my compassion extends to animals in need, which is why I dedicate my time to rescue and welfare efforts in my community.
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