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Director, Staffing Operations & Vendor Management

3 weeks, 6 days ago
United States
Full-time
Executive
Operations Manager
Operations
Statistics
Apply Now
Included Health

Included Health

Included Health is a healthcare company that provides cost-saving solutions for employers and health plans. They offer virtual care and navigation services, connecting millions with board-certified doctors and specialists for comprehensive and convenie...

Insurance
1K-5K
$106M raised
View All Jobs 22

Description

  • Own the multi-year staffing strategy across Member Care channels, roles, and staffing types, aligned to growth plans and client commitments.
  • Translate demand forecasts into capacity and staffing requirements by role, tier, location, and skill group.
  • Lead workforce management and scheduling, including capacity planning, shift and schedule design, skill assignment, and real-time management.
  • Design and continuously refine tiered staffing, skilling, and routing models to improve member experience, efficiency, and employee engagement.
  • Operationalize staffing plans through skilling and scheduling tools and maintain tight feedback loops between plan and actual performance.
  • Establish staffing governance, including decision rights, ownership boundaries, and escalation paths for trade-offs.
  • Drive improvements in staffing efficiency, shrink, adherence, occupancy, and related service metrics.
  • Own the BPO strategy, including outsourced scope, partner selection, portfolio mix, and commercial alignment.
  • Set and manage SLA/KPI performance standards for BPO partners, including daily governance, MBRs, and QBRs.
  • Partner cross-functionally on analytics, finance, product, engineering, training, legal, procurement, and operations to execute staffing and vendor plans.

Requirements

  • 10+ years of experience in workforce management, contact center operations, or staffing strategy.
  • At least 5 years of management experience.
  • Experience leading workforce management and/or vendor operations in a high-volume, multi-channel environment.
  • Proven experience managing BPO or outsourced operations with SLA, KPI, contract, and commercial accountability.
  • Experience in a healthcare, health benefits, or highly regulated service environment preferred.
  • Strong knowledge of capacity planning, scheduling optimization, adherence management, real-time monitoring, and skills-based routing.
  • Advanced analytical and problem-solving skills with comfort working with complex datasets.
  • Strong strategic thinking, systems thinking, collaboration, influence, and communication skills.
  • Bachelor’s degree required; Business, Operations Research, Statistics, Industrial Engineering, Healthcare Administration, or similar preferred.
  • Advanced degree such as an MBA, MHA, or MS in Operations Research or Analytics is a plus.
  • Ability to work in a fast-paced environment with competing priorities and tight timelines.
  • Willingness to travel up to 10–20% as needed.

Benefits

  • Remote-first culture.
  • Base salary target range of $149,450 to $200,000 plus bonus, equity, and benefits.
  • 401(k) savings plan through Fidelity.
  • Comprehensive medical, vision, and dental coverage, including disability insurance.
  • Paid Time Off (PTO) and Discretionary Time Off (DTO).
  • 12 weeks of 100% paid parental leave.
  • Family building and compassionate leave, including fertility coverage and $25,000 for surrogacy/adoption.
  • Work-from-home reimbursement for home office and team collaboration needs.

Interested in this position?

Apply directly on the company website

Apply Now

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