Included Health

Director, Staffing Operations – Vendor Management

Included Health

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $149,450 - $200,000 per year

Job Level

Lead

About the role

  • Own the multi‑year Member Care staffing strategy across channels, roles (e.g., Member Care Advocates, specialty teams, support functions) and staffing type (internal and BPO), ensuring alignment with company growth plans, product roadmap, and client commitments.
  • Translate demand forecasts (provided by the Forecasting Team) into clear capacity and staffing requirements by role, tier, BPO/internal and skill group across standard and surge periods.
  • Lead the workforce management and scheduling function for Member Care, including long‑term capacity planning, short‑term staffing plans, shift and schedule design, skill assignment, and real‑time management responsibilities for both internal and outsourced teams.
  • Design and continuously refine a tiered staffing and skilling model (e.g., role tiers, skill groups, routing rules, cross-skilling) that optimizes for member experience, efficiency, and employee engagement.
  • Ensure staffing plans are operationalized via skilling, and scheduling tools and that there is tight feedback between plan and actual performance.
  • Establish and maintain clear staffing governance, including how staffing decisions are made, who owns what (Member Care vs. Finance), and how trade‑offs are escalated and resolved.
  • Drive continuous improvement in staffing efficiency, shrink management, adherence, and productive occupancy, while maintaining or improving key experience metrics (e.g., service levels, AHT, MSAT, escalation rate).

Requirements

  • 10+ years of experience in workforce management, contact center operations, or staffing strategy, including at least 5 years in a management role.
  • Proven experience leading workforce management and/or vendor operations teams (e.g., WFM, scheduling, real‑time management, BPO/vendor management) in a high‑volume, multi‑channel environment.
  • Proven success in managing BPO or outsourced operations. This includes overseeing performance based on SLAs and KPIs. You will also be in charge of contract and commercial accountability.
  • Experience in a healthcare, health benefits, or highly regulated service environment strongly preferred.
  • Track record of using data and analytics to drive staffing, routing, and vendor decisions that improve both experience and financial performance.
Benefits
  • Remote-first culture
  • 401(k) savings plan through Fidelity
  • Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
  • Paid Time Off ("PTO") and Discretionary Time Off (“DTO”)
  • 12 weeks of 100% Paid Parental leave
  • Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies.
  • Work-From-Home reimbursement to support team collaboration home office work
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
workforce managementstaffing strategycapacity planningschedulingreal-time managementBPO managementdata analyticsperformance metricsSLAsKPIs
Soft Skills
leadershipstrategic planningcommunicationproblem-solvingcontinuous improvementcollaborationdecision-makingorganizational skillsemployee engagementfeedback management