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OperationsRemote
Director, Staffing Transformation & Operations
Included Health Remote Posted Jul 22
About the role
As our Director, Staffing Transformation & Operations, you will lead a critical transformation in how Member Care scales across staffing strategy, workforce management, vendor strategy, and AI enablement.
What you'll do
- Own the multi‑year Member Care staffing strategy across channels, roles and staffing type, ensuring alignment with company growth plans, product roadmap, and client commitments.
- Translate demand forecasts into clear capacity, staffing, skilling, and scheduling requirements across internal and outsourced teams.
- Lead the workforce management function, including long-term capacity planning, short-term staffing plans, schedule design, skilling, real-time management, and feedback loops between plan and actual performance.
- Evolve the staffing model through segment-based role design, cross-skilling, and routing strategy to improve service delivery, efficiency, and employee experience.
- Define the next phase of the staffing model in an AI-forward environment, including how work should shift away from purely inbound, next-available handling.
- Own Member Care’s current and long term vendor strategy- who we partner with, how and for what defined value
What you'll need
Included Health lists the full requirements on its posting.