Capacity Operations & Vendor Performance, Senior Manager

Devoted Health•Fully Remote - Massachusetts, MA

5d•$110,000 - $130,000

About The Position

You'll be part of Devoted Health's Member Experience Operations organization, partnering across Operations, Workforce Management, Recruiting, Training, Quality, Data, and Vendor teams to help our Guide organization scale smarter. This role is responsible for translating capacity and staffing decisions into operational reality by bringing together flex staffing, staff augmentation, vendor performance, and cross-functional launch planning into a single, coordinated operating model. This is a high-impact Senior Manager role for a seasoned operator who can bring structure to complex, high-scale execution. Over the next several quarters, this role will help orchestrate capacity across multiple major operating teams, including temporary/vendor-supported staff and internal Guides flexing across queues. You aren't just tracking projects; you are setting the operating rhythm, aligning stakeholders, building scalable infrastructure, and driving the accountability needed to maximize capacity, improve vendor performance, and scale efficiently without defaulting to headcount growth.

Requirements

7+ years in operations, workforce management, vendor management, program management, business operations, or a similarly analytical operational leadership role in a customer-focused or healthcare environment.
A track record of leading complex, cross-functional initiatives with multiple teams, competing priorities, and measurable outcomes.
Demonstrated success building operating models, governance routines, scorecards, dashboards, playbooks, or performance management systems from scratch.
Strong operational judgment — translating forecasts, staffing plans, backlog, service levels, productivity, and quality signals into practical decisions.
Proven use of metrics, dashboards, and operational data to diagnose root causes, frame tradeoffs, and drive measurable improvement.
Exceptional systems thinking: connecting people, process, data, technology, vendor performance, and frontline realities into scalable solutions.
Strong communication and stakeholder management: developing a clear point of view, influencing across leadership levels, and aligning diverse teams without direct authority.
Comfort in ambiguous, fast-changing environments while bringing clarity, accountability, and structured execution to others.

Nice To Haves

Experience with contact center operations, workforce management, or capacity planning functions.
Direct experience managing staff augmentation models, outsourced service delivery, or vendor SLA accountability.
Familiarity with Medicare Advantage or healthcare operations.

Responsibilities

Capacity orchestration and operational execution: Partner with Workforce Management and Operations to turn forecasts, backlog, service levels, staffing availability, and priorities into smart deployment decisions — before members feel a gap. Own when to flex, where to flex, and how to move fast across queues, teams, vendors, and temporary staffing pools.
Vendor & Flex optimization: Own staff augmentation strategy and execution, getting the most value out of vendor-supported operations. Set the metrics, scorecards, escalation paths, and governance routines that close gaps in quality, productivity, attendance, and timeliness. Keep vendor relationships performance-driven, transparent, and aligned with where the business is heading.
Program Management & Cross Functional Leadership: Be the connective tissue across Workforce Management, Operations, Recruiting, Training, Quality, Data, and Vendor teams, turning staffing decisions into coordinated action. Lead complex initiatives from idea to execution — setting milestones, tracking progress, surfacing risks, and driving accountability. Establish the daily, weekly, and monthly rhythm for capacity deployment and performance management. Create one central source of truth for capacity, demand, flex movements, vendor performance, and risk. Build the playbooks, SOPs, and prioritization frameworks that make decisions faster, more consistent, and less reliant on any one person's knowledge.