Director of Workforce Management

Mercalis•,

21h•Onsite

About The Position

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Formed by the merger of PharmaCord and Mercalis, Valeris™ revolutionizes the path from life sciences innovation to real-life impact to build a world in which every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience so that patients can access and adhere to critical medications. Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris provides commercialization solutions to more than 500 life sciences customers and has provided access and affordability support to millions of patients. The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana. To learn more about Valeris, please visit www.valeris.com. We are seeking a strategic, transformational Director of Workforce Management (WFM) to build and lead a best-in-class WFM function from the ground up. This role is ideal for a proven leader who excels in greenfield environments, has deep expertise in managing distributed/remote workforces, and can drive enterprise-wide adoption of WFM practices in an organization with limited existing WFM maturity. This leader will serve as both an architect and change agent, responsible for designing scalable workforce strategies, building high-performing teams, and embedding a culture of data-driven decision-making across the business.

Requirements

Bachelor’s degree in Business, Operations, or a related field (MBA or advanced degree preferred)
10+ years of Workforce Management experience, with 5+ years in senior leadership roles
Proven track record of building and scaling WFM functions from the ground up
Deep experience managing remote and geographically distributed workforces
Strong expertise in forecasting, capacity planning, and workforce optimization methodologies
Demonstrated success leading large-scale change management initiatives
Experience managing external vendors, BPOs, and strategic partners
Advanced knowledge of WFM platforms (e.g., NICE, Verint, Genesys, Aspect, etc.)
Strong analytical and problem-solving skills with a data-driven mindset
Exceptional communication and executive stakeholder management skills

Nice To Haves

Flexibility to travel as needed is preferred.

Responsibilities

Define and execute a comprehensive, enterprise-level WFM strategy aligned to business and customer experience goals
Build and scale the WFM function from scratch, including organizational design, hiring, and capability development
Establish forecasting, capacity planning, scheduling, and real-time management frameworks
Select, implement, and optimize WFM tools and technologies
Develop KPIs and reporting frameworks to measure performance (e.g., service level, occupancy, adherence, forecast accuracy)
Design and optimize WFM strategies tailored to a highly distributed/remote workforce
Implement processes and tools to drive visibility, accountability, and productivity across remote teams
Partner with operations and HR to support remote workforce engagement, performance management, and retention
Ensure scheduling and staffing models account for geographic, regulatory, and time zone complexities
Lead enterprise-wide change management efforts to establish a strong WFM culture
Influence senior leaders and cross-functional stakeholders to adopt standardized WFM practices
Develop and execute communication, training, and enablement strategies to drive adoption
Serve as a thought partner to executive leadership on workforce strategy and operational efficiency
Oversee short- and long-term forecasting and staffing strategies across multiple lines of business
Drive continuous improvement in forecast accuracy and workforce utilization
Balance cost efficiency with service quality and customer experience outcomes
Introduce scenario planning and predictive analytics to inform business decisions
Lead relationships with external vendors, BPO partners, and WFM technology providers
Establish governance models, performance metrics, and SLAs for all external partners
Ensure vendor strategies align with internal workforce plans and business objectives
Evaluate and recommend outsourcing strategies where appropriate
Leverage advanced analytics to generate insights and inform strategic decisions
Establish continuous improvement frameworks to optimize workforce performance
Ensure alignment between workforce plans and real-time operational execution

Benefits

Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs
Additional health support, including telehealth and Employee Assistance Program (EAP) services
Company match on Health Savings Account contributions
Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000
Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability
401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting
Paid Time Off (PTO) and Sick Leave to support work-life balance
Team members receive nine paid holidays plus two floating holidays
Opportunities for advancement in a company that supports personal and professional growth
A challenging, stimulating work environment that encourages new ideas
Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace
A mission-driven, inclusive culture where your work makes a meaningful impact