Director Workforce Capacity Planning

CenterWell Home Health • Louisville, KY

4d • Remote

About The Position

Become a part of our caring community and help us put health first The Director, Workforce Capacity Planning is responsible for setting and executing CenterWell's workforce capacity strategy across CenterWell Call Centers, Pharmacy operations, Primary Care Clinics, and Home Health services. This position will integrate advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making. The Director, Workforce Management requires an in-depth understanding of how organization capabilities interrelate across the function or segment. The Director Operating as a strategic partner to Operations, Finance, Clinical Leadership, Product, and Technology, the Director provides clear, data-driven recommendations to senior leadership, enables disciplined planning and governance, and builds scalable capabilities that support CenterWell's long-term growth and transformation. The Director, Workforce Management assesses organizational staffing and identifies requirements and solutions to meet workforce objectives. Enterprise Capacity Strategy & Planning The Director owns the end-to-end workforce capacity planning framework for CenterWell. This includes developing short-term, annual, and multi-year capacity plans that align demand forecasts, productivity assumptions, staffing models, and financial targets across all supported lines of business. The role ensures capacity strategies are forward-looking, scenario-based, and aligned to evolving care models, regulatory requirements, and growth initiatives. Demand Forecasting & Scenario Modeling This leader establishes and governs enterprise forecasting methodologies, ensuring consistency, rigor, and transparency across call center, pharmacy, clinical, and home health environments. The role leads scenario planning to assess risks and tradeoffs related to volume volatility, labor availability, productivity changes, technology adoption, and policy or market shifts. Insights are translated into actionable options for executive decision-making. Financial Partnership & Investment Decisions The Director partners closely with Finance to support budgeting, re-forecasting, and long-range planning processes. This includes headcount planning, labor cost modeling, productivity targets, and return-on-investment analysis. The role clearly articulates the financial and operational implications of capacity decisions and provides recommendations that balance affordability with service and access commitments. Cross-Functional Leadership & Influence Success in this role requires strong influence across a matrixed organization. The Director works in close partnership with Operations, Clinical Leaders, Workforce Management, HR, Product, and Technology teams to ensure capacity plans are executable and integrated with hiring, scheduling, training, and system roadmaps. The role aligns stakeholders around a single, enterprise capacity narrative and resolves competing priorities through data and structured decision frameworks. Governance The Director establishes a disciplined governance model for capacity planning, including standard assumptions, review cadences, escalation paths, and executive forums. The role ensures leadership has clear visibility into capacity risks, constraints, and performance, and that plans are regularly reviewed, refined, and aligned to business outcomes. Team Leadership & Capability Development The Director builds, leads, and develops a high-performing workforce capacity planning team. This includes defining clear roles and expectations, strengthening analytical and business acumen, and standardizing tools, models, and processes. The role fosters a culture of accountability, continuous improvement, and intellectual curiosity. Communication A critical component of the role is translating complex analyses into clear, concise executive communications. The Director prepares and delivers materials that enable senior leaders to quickly understand capacity drivers, risks, and options, supporting timely and informed decisions. Communication is tailored for executive, operational, and clinical audiences. Outcomes & Measures of Success Success is measured by the accuracy and usability of capacity plans, improved alignment between demand and staffing, reduced operational volatility, stronger financial predictability, and leadership confidence in capacity insights. Over time, the role enables CenterWell to scale efficiently while maintaining high standards of access, quality, and member experience. Use your skills to make an impact

Requirements

• Bachelor's Degree
• 8 or more years of Workforce Management experience
• 5 or more years of management experience
• Comprehensive knowledge of Microsoft Word, Excel and PowerPoint
• Excellent written and oral communication skills
• Advanced forecasting and modeling techniques
• Strong analysis, critical thinking, and analytical problem solving skills
• Ability to handle multiple tasks and deadlines with attention to detail

Nice To Haves

• Advanced Degree
• Prior experience in Process or Project Management

Responsibilities

• Setting and executing CenterWell's workforce capacity strategy across CenterWell Call Centers, Pharmacy operations, Primary Care Clinics, and Home Health services.
• Integrating advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making.
• Operating as a strategic partner to Operations, Finance, Clinical Leadership, Product, and Technology, the Director provides clear, data-driven recommendations to senior leadership, enables disciplined planning and governance, and builds scalable capabilities that support CenterWell's long-term growth and transformation.
• Assessing organizational staffing and identifies requirements and solutions to meet workforce objectives.
• Owning the end-to-end workforce capacity planning framework for CenterWell.
• Developing short-term, annual, and multi-year capacity plans that align demand forecasts, productivity assumptions, staffing models, and financial targets across all supported lines of business.
• Ensuring capacity strategies are forward-looking, scenario-based, and aligned to evolving care models, regulatory requirements, and growth initiatives.
• Establishing and governing enterprise forecasting methodologies, ensuring consistency, rigor, and transparency across call center, pharmacy, clinical, and home health environments.
• Leading scenario planning to assess risks and tradeoffs related to volume volatility, labor availability, productivity changes, technology adoption, and policy or market shifts.
• Partnering closely with Finance to support budgeting, re-forecasting, and long-range planning processes.
• Headcount planning, labor cost modeling, productivity targets, and return-on-investment analysis.
• Articulating the financial and operational implications of capacity decisions and provides recommendations that balance affordability with service and access commitments.
• Working in close partnership with Operations, Clinical Leaders, Workforce Management, HR, Product, and Technology teams to ensure capacity plans are executable and integrated with hiring, scheduling, training, and system roadmaps.
• Aligning stakeholders around a single, enterprise capacity narrative and resolves competing priorities through data and structured decision frameworks.
• Establishing a disciplined governance model for capacity planning, including standard assumptions, review cadences, escalation paths, and executive forums.
• Ensuring leadership has clear visibility into capacity risks, constraints, and performance, and that plans are regularly reviewed, refined, and aligned to business outcomes.
• Building, leading, and developing a high-performing workforce capacity planning team.
• Defining clear roles and expectations, strengthening analytical and business acumen, and standardizing tools, models, and processes.
• Translating complex analyses into clear, concise executive communications.
• Preparing and delivering materials that enable senior leaders to quickly understand capacity drivers, risks, and options, supporting timely and informed decisions.

Benefits

• Humana provides medical, dental and vision benefits
• 401(k) retirement savings plan
• time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
• short-term and long-term disability
• life insurance and many other opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees