Director, Staffing Transformation & Operations
New
I
Included HealthHealthcare
United StatesFull-TimeDirector
Salary186,360 - 229,779 USD per year
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Job Details
- Experience
- 10+ years
- Required Skills
- Data AnalysisCross-functional Team Leadership
Requirements
- 10+ years of experience in staffing strategy, operating model design, or transformation.
- At least 2 years of experience in a people management role.
- Proven experience leading cross-functional operating model or service transformation in a high-volume, multi-channel environment.
- Experience leading technology-enabled transformation, including AI, automation, or tooling modernization.
- Experience partnering with senior leaders across operations, finance, and technology.
- Bachelor’s degree required; degree in Business, Operations Research, Statistics, or Industrial Engineering preferred.
- Strong analytical skills with comfort managing complex operational and financial datasets.
- Ability to influence in cross-functional, shared-authority environments.
- Interest in healthcare transformation and Included Health's mission.
- Willingness to travel up to 10-20% for meetings and vendor engagements.
Responsibilities
- Own the multi-year Member Care staffing strategy across channels, roles, and staffing types.
- Lead the workforce management function, including capacity planning, scheduling, skilling, and real-time management.
- Define and oversee vendor/BPO strategy, including performance standards, KPIs, and risk mitigation.
- Own and centralize the Member Care AI enablement roadmap to improve productivity and service delivery.
- Collaborate with Finance, Analytics, and Product to optimize staffing models, routing strategies, and unit costs.
- Lead, coach, and develop a high-performing team of individual contributors and managers.
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