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Director, Staffing Transformation & Operations

1 month, 3 weeks ago
United States
Full-time
Executive
Operations Manager
Operations
Cybersecurity Statistics
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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 29

Description

  • Own the multi-year staffing strategy across channels, roles, and staffing types in alignment with growth plans, product roadmap, and client commitments.
  • Translate demand forecasts into capacity, staffing, skilling, and scheduling requirements for internal and outsourced teams.
  • Lead workforce management, including long-term capacity planning, short-term staffing plans, schedule design, real-time management, and performance feedback loops.
  • Evolve the staffing model through segment-based role design, cross-skilling, and routing strategy to improve service delivery, efficiency, and employee experience.
  • Own vendor strategy and manage BPO relationships, including risk mitigation, contingency planning, and performance management.
  • Define and maintain vendor KPIs such as service levels, quality, MSAT, AHT, escalation rates, adherence, error rates, and unit cost.
  • Coordinate training, knowledge, quality, product, IT, legal, procurement, cyber security, and finance partners to support vendor enablement, contracting, pricing, and compliance.
  • Own and prioritize the AI enablement roadmap, identifying automation and workflow improvements that increase productivity and member experience.
  • Partner with analytics and finance to connect demand, capacity, service outcomes, and financial performance for better decision-making.
  • Lead, coach, and develop the staffing and vendor management team while representing the function in executive and external forums.

Requirements

  • 10+ years of experience in staffing strategy, operating model design, transformation, or related operational strategy work.
  • At least 2 years of people management experience.
  • Consulting background in strategy, operations, or transformation strongly preferred.
  • Experience leading cross-functional operating model or service transformation initiatives in a high-volume, multi-channel environment.
  • Experience partnering with senior leaders across operations, finance, product, technology, and external partners.
  • Experience leading technology-enabled transformation, including AI, automation, workflow redesign, or tooling modernization.
  • Experience in healthcare, health benefits, or another highly regulated service environment strongly preferred.
  • Strong strategic and systems thinking with the ability to connect forecasts, staffing levers, service design, technology investments, and business outcomes.
  • Strong analytical and commercial judgment with comfort working in complex operational and financial datasets.
  • A Bachelor’s degree is required; a degree in Business, Operations Research, Statistics, Industrial Engineering, Healthcare Administration, or a similar field is 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, dynamic environment with competing priorities and tight timelines.
  • Interest in Included Health’s mission to raise the standard of healthcare for everyone.
  • Willingness to travel up to 10-20% as needed.

Benefits

  • Base salary range of $186,360 - $229,779 per year.
  • Remote-first culture.
  • 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 to support home office collaboration.

Interested in this position?

Apply directly on the company website

Apply Now

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