Director, Staffing Transformation & Operations

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. This transformational leader will own the multi-year staffing strategy for Member Care. You will 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. You will directly oversee workforce management and scheduling functions (skilling, staffing, scheduling, and real-time management) and vendor/BPO operations, ensuring we consistently meet or exceed service level, quality, and margin goals while delivering a top-notch member and employee experience.

Responsibilities

Lead the multi-year Member Care staffing strategy across channels, roles, and staffing types; Translate demand forecasts into capacity, staffing, skilling, and scheduling requirements; Lead workforce management functions including capacity planning, staffing plans, schedule design, skilling, and real-time management; Evolve staffing model through segment-based role design, cross-skilling, and routing strategy; Own Member Care vendor strategy and oversee BPO relationships; Define and maintain performance standards and KPIs for vendor partners; Own and centralize the Member Care AI enablement roadmap; Partner across Product, Engineering, IT, and Operations to scale AI and automation opportunities; Own staffing, productivity, vendor, and financial performance metrics; Lead, coach, and develop a high-performing team; Partner cross-functionally with Forecasting, Quality, Training, Finance, Product, Engineering, IT, and vendors

Requirements

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; 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; A Bachelor's degree is required; Ability to work in a fast-paced, dynamic environment with competing priorities and tight timelines; Interest in Included Health's mission to raise the standard of healthcare for everyone; Willingness to travel up to 10-20% as needed for key internal meetings, site visits, and vendor/client engagements

Nice to have

Consulting background, particularly in strategy, operations, or transformation work, is strongly preferred; Experience in healthcare, health benefits, or another highly regulated service environment strongly preferred; Degree in Business, Operations Research, Statistics, Industrial Engineering, Healthcare Administration, or similar field preferred; Advanced degree (e.g., MBA, MHA, MS in Operations Research or Analytics) is a plus

Benefits

Remote-first culture; 401(k) savings plan through Fidelity; Comprehensive medical, vision, and dental coverage including disability insurance; Paid Time Off and Discretionary Time Off; 12 weeks of 100% paid parental leave; Family Building & Compassionate Leave with fertility coverage and $25,000 for surrogacy/adoption; Work-From-Home reimbursement