Included Health

Security Operations

• Lead the response to DLP and data security incidents, including investigation, containment, remediation, and root cause analysis for suspected data exfiltration or improper data handling.
• Own the deployment, configuration, and continuous tuning of DLP controls across endpoints, network egress, SaaS applications, and cloud storage to protect PHI, PII, PCI, and other sensitive data.
• Develop and maintain DLP policies, rules, and classifications that balance security, usability, and regulatory/client requirements.
• Build and refine automated response playbooks and workflows that enrich, triage, and respond to DLP alerts, reducing manual effort and mean time to respond.
• Perform proactive hunting for anomalous data movement, including unusual destinations, channels, or volumes, using DLP telemetry, EDR, SIEM, and identity signals.
• Partner with Security Engineering, IT, Legal, Privacy, Compliance, and business stakeholders to design and enforce secure data-handling patterns and exception processes.
• Contribute to broader incident response activities where data exposure or regulatory impact is a concern, including evidence handling and stakeholder communication.
• Define and track key DLP metrics (coverage, detection quality, MTTD/MTTR, false positive rate) and communicate progress to security leadership and cross-functional partners.

Senior Security Operations Engineer

Solutions Engineer

• Partner with Client Launch Managers to implement Included Health services for large and strategic clients.
• Collaborate with internal Engineering teams on customization requests and technical optimizations.
• Serve as a technical liaison between clients and internal stakeholders, ensuring clear communication and execution.
• Troubleshoot and resolve technical issues, identifying root causes and delivering effective solutions.
• Participate in customer calls and technical discussions with clients and their vendors.
• Contribute to ongoing process and systems improvements within the Solutions Engineering team.
• Share best practices and learnings to support team growth and project success.

Lead Solutions Engineer

Recruitment

• 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).

Director, Staffing Operations – Vendor Management

Manager

• Lead the team responsible for the end-to-end readiness of a ~1,500-person clinical workforce.
• Manage a cross-functional team serving as the primary influencer with business stakeholders.
• Cultivate strategic alliances across the organization to integrate training as a business partner.
• Focus on Governance, Capacity Planning, and Scalability.
• Achieve "Speed to Proficiency" through data-driven decisions and high-leverage technology.

Senior Security Operations Engineer

Lead Solutions Engineer

Director, Staffing Operations – Vendor Management

Manager, Clinical Training – Onboarding