Director, Staffing Transformation – Operations

Included Health

Director of Staffing Transformation & Operations leading staffing strategy and AI enablement for healthcare Member Care services. Collaborating with cross-functional teams to enhance service delivery and operational efficiency.

Posted 7/22/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in staffing strategy, operational transformation, and AI-enabled workforce management, with a strong focus on performance standards and cross-functional collaboration. Proven ability to lead high-performing teams and drive complex operational change in regulated environments.

Highest-signal resume keywords

Staffing StrategyAI-Enabled TransformationCross-Functional LeadershipOperational Change ManagementPerformance Standards Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Staffing Model DesignWorkforce ManagementVendor ManagementAI ImplementationAutomation StrategyData AnalysisKPI DevelopmentOperational StrategyService TransformationForecasting

Soft Skills

Strategic ThinkingAnalytical JudgmentClear CommunicationInfluenceTeam Leadership

Industry Keywords

HealthcareHealth BenefitsRegulated EnvironmentBPO OperationsMulti-Channel Environment

About the role

Key responsibilities & impact

Lead a critical transformation in how Member Care scales across staffing strategy, workforce management, vendor strategy, and AI enablement.
Own the multi‑year staffing strategy for Member Care.
Lead the evolution of our staffing model, the intentional use of outsourced partner capacity, and the way AI, automation, and human-in-the-loop workflows improve productivity and service delivery.
Directly oversee workforce management and scheduling functions and vendor/BPO operations, ensuring we meet or exceed service level, quality, and margin goals while delivering a top-notch member and employee experience.
Help build a stronger, more AI-enabled staffing engine by scaling a segment-based staffing approach, improving visibility into forecasting and workforce assumptions, and driving a prioritized automation roadmap tied to service, productivity, and savings outcomes.
Partner closely with various teams to turn strategic priorities into an operating model that works in production.
Define performance standards and KPIs for vendor partners, oversee BPO relationships, and ensure systems are set up for accurate invoice reconciliation with our vendors.
Lead, coach, and develop a high-performing team that includes ICs and people-managers.

Requirements

What you’ll need

10+ years of experience in staffing strategy, operating model design and/or transformation or a related operational strategy function, including at least 2 years in a people management role.
Consulting background, particularly in strategy, operations, or transformation work, is strongly preferred.
Proven 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 to drive complex operational change.
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.
Exceptional 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 with complex operational and financial datasets and making tradeoff decisions tied to service, savings, and execution risk.
Ability to lead enterprise change through influence and align cross-functional stakeholders in environments where authority is shared.
Strong judgment in identifying, prioritizing, and scaling AI, automation, and workflow redesign opportunities based on operational and business impact.
Clear and confident communication, including experience presenting to senior leaders, executive forums, and external partners.

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options