Director Workforce Management and Service Experience
About The Position
The Director Workforce Management and Service Experience provides strategic direction and tactical leadership within Workforce Management, initiating, implementing, and managing advanced workforce planning and optimization practices and methodologies supporting FEP Operations and Comprehensive Healthcare Management. The role directs organizational forecasting and capacity planning, works with stakeholders to align workforce plans and budgets with customer needs and contractual commitments, and reviews operational performance to identify variances and recommend improvements. The director also sponsors integrated workforce support and modernization through standardization, automation, scalability, and improved business decision support; establishes evaluation criteria; ensures consistent use of effective technology; and manages the performance and development of direct reports. The position requires in-office work three days per week, with alternate locations considered for candidates within commuting distance of an office. Travel to worksites and other locations may be necessary. This is a first-shift Director-level role.
Requirements
- BS/BA in business, statistics, or a related field, and at least 5 years of direct management in workforce management, including at least 5 years of service center experience; or an equivalent combination of education and experience.
- Demonstrated experience leading workforce planning, forecasting, capacity management, and operational performance optimization in a complex environment.
- Proven ability to lead teams, drive change, influence business partners, and deliver operational results through data-driven decision-making, stakeholder collaboration, and organizational influence.
Nice To Haves
- Ability to manage multiple complex, ongoing tasks and projects.
- Experience leading workforce management modernization, automation, and process improvement initiatives.
Responsibilities
- Direct the development and execution of organizational forecasts and capacity planning.
- Partner with stakeholders to ensure workforce plans and budgets support forecasted customer needs and contractual commitments.
- Conduct operational review meetings to review forecast and performance variances.
- Provide proactive analysis, presentations, and strategic recommendations to improve operational performance, member experience, and associate experience.
- Sponsor integrated workforce support and drive workforce management modernization through process standardization, automation, scalability, efficiency, and enhanced business decision support.
- Create criteria for workforce management evaluation systems and evaluate the effectiveness of existing and proposed workforce management activities.
- Ensure effective technology solutions are used consistently.
- Hire, train, coach, counsel, and evaluate the performance of direct reports.
- Travel to the worksite and other locations as necessary.
Benefits
- Comprehensive benefits package, subject to eligibility requirements.
- Incentive and recognition programs.
- Equity stock purchase.
- 401(k) contribution.
- Merit increases.
- Paid holidays.
- Paid Time Off.
- Incentive bonus programs, unless covered by a collective bargaining agreement.
- Medical insurance.
- Dental insurance.
- Vision insurance.
- Short- and long-term disability benefits.
- 401(k) with match.
- Stock purchase plan.
- Life insurance.
- Wellness programs.
- Financial education resources.
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What This Job Offers
Job Type
Full-time
Career Level
Director
