Enterprise WFM Director
Alignment Health
full-time
Posted on:
Location Type: Remote
Location: Remote • California, New York, Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $130,332 - $195,498 per year
Job Level
Lead
About the role
- Develop and own the enterprise Workforce Management strategy, including forecasting, capacity planning, productivity measurement, and staffing model development across call centers and enterprise operations
- Partner with operational leaders to understand workflows, quantify work effort, document process drivers, and establish standardized staffing models, productivity targets and reporting
- Build scalable, staffing and capacity models leveraging data that integrate membership forecasts and behavior patterns, volume forecasts, productivity assumptions, SLAs, and financial constraints across business units
- Serve as the primary WFM liaison to FP&A, aligning staffing models and forecasts with annual budgets, financial outlooks, and long-range labor strategies
- Collaborate with Optimization and Process Improvement teams to identify operational inefficiencies, provide the analytical structure to measure impact, and quantify value creation from initiatives
- Lead the WFM team responsible for real-time performance, intraday operations, forecasting, modeling, staffing policies, and enterprise labor planning
- Develop forecasting frameworks that incorporate historical trends, operational workflows, regulatory requirements, and business initiatives to support short- and long-term planning
- Establish governance for workforce metrics, productivity standards, assumptions, and methodologies across the enterprise to ensure consistency and transparency
- Develop dashboards, KPIs, and executive-level reporting that visualize staffing performance, productivity trends, capacity risks, and overall workforce health
- On an ad-hoc basis, partner with HR/Talent Acquisition to align hiring strategies with workforce requirements, identifying gaps and supporting prioritization of staffing needs
- Drive automation and advanced data techniques to modernize forecasting, scheduling, and productivity monitoring capabilities
- Evaluate and implement workforce management tools and technologies that enhance forecasting accuracy, scheduling efficiency, and enterprise planning capabilities
Requirements
- 8+ years of experience in Workforce Management, capacity planning, or operations analytics
- 5+ years in a leadership role overseeing WFM or similar analytical functions
- Experience designing and implementing enterprise staffing models, productivity frameworks, and forecasting methodologies
- Demonstrated experience partnering with Finance/FP&A to align workforce planning with budgetary and financial performance goals
- Experience collaborating with optimization or process improvement teams to drive measurable operational efficiencies
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
workforce managementcapacity planningproductivity measurementstaffing model developmentforecasting methodologiesdata analysisdashboard developmentKPI developmentautomation techniquesfinancial forecasting
Soft skills
leadershipcollaborationanalytical thinkingcommunicationprocess improvementstrategic planningproblem-solvingorganizational skillsstakeholder managementadaptability