Director, Business Planning and Workforce Management

Cohere Health

105d • $160,000 - $180,000

About The Position

As Cohere Health’s Director of Business Planning & Workforce Management, you will lead the strategy and execution of enterprise-level forecasting, capacity planning, scheduling, and workforce optimization for our virtual contact center operations. You will oversee a team of workforce and business analysts, partner cross-functionally with internal stakeholders, and represent Cohere in client-facing discussions around operational performance and scalability. This is a high-impact leadership role requiring deep analytical acumen, operational excellence, and exceptional communication skills. You will drive workforce strategy, enable efficient service delivery, and ensure staffing plans align with service-level agreements and client expectations.

Requirements

• 10+ years of experience leading a team focused on workforce management, capacity planning, or operations strategy, preferably in healthcare or a high-growth, service-based organization
• Experience leading distributed, remote teams and managing large-scale, virtual service center operations
• Expertise in workforce management platforms (e.g., NICE, Verint, Genesys, or similar)
• Strong command of forecasting methodologies, performance modeling, and data-driven decision making
• Proven ability to influence cross-functional partners and present to external clients and executive stakeholders
• Experience developing and managing budgets for service operations organizations, with a focus on cost efficiency and resource optimization
• Strong understanding of gross margin and operating expense drivers, and ability to align workforce planning decisions with financial targets
• Proven ability to translate operational strategies into budget forecasts and financial performance metrics to support executive decision-making
• Solid understanding of Just-In-Time inventory models and their application in resource and staffing optimization
• Demonstrated knowledge of turnaround time requirements and how to integrate them into capacity and workflow planning
• Experience interpreting and operationalizing contractual Service Level Agreements to ensure consistent performance and compliance
• Exceptional analytical, communication, and leadership skills
• Bachelor’s degree required; Master’s degree or MBA preferred

Responsibilities

• Lead business planning and workforce management functions across virtual service center operations
• Own end-to-end forecasting, capacity modeling, and staffing plans to support service delivery excellence
• Manage a high-performing team responsible for scheduling, real-time adherence, and performance analytics
• Serve as a strategic partner to internal leaders across Operations, Clinical Operations, Client Success, Finance, and Technology
• Present staffing plans, performance metrics, and operational strategies in internal and external client meetings
• Build scalable systems and processes to support continued growth and efficiency
• Translate business objectives into workforce strategy, ensuring optimal alignment between resources and demand
• Drive innovation and continuous improvement in workforce tools, systems, and reporting infrastructure

Benefits

• Fully remote opportunity with about 25% travel
• Medical, dental, vision, life, disability insurance, and Employee Assistance Program
• 401K retirement plan with company match; flexible spending and health savings account
• Up to 184 hours (23 days) of PTO per year + company holidays
• Up to 14 weeks of paid parental leave
• Pet insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees