Manager, Workforce Management
About The Position
The Manager, Workforce Management sits within Devoted Health’s Member Experience Operations team and is responsible for building, overseeing, and optimizing workforce planning and operations. The role ensures operating teams have the staffing and support needed to serve members and patients while meeting access and budget targets and supporting a welcoming, sustainable workplace. This hands-on, analytical role works closely with workforce management and operations leadership to establish and maintain workforce systems and processes, and to ensure they run effectively day to day. The manager also partners with Operations, Finance, Training, clinical leadership, Product, and Data teams to align staffing with budget and care delivery needs and improve tools, workflows, and scheduling products.
Requirements
- At least 3 years of experience in workforce management, operations, or a related analytical role.
- Comfort operating in dynamic, rapidly changing conditions; transparency and adaptability.
- Ability to build sustainable operational systems.
- Empathetic, respectful, and collaborative approach that considers team well-being and customer success.
- Reliable end-to-end ownership, follow-through, clear status communication, and willingness to ask for help when needed.
- Comfort with operational systems and analytics; strong Google Sheets skills are required.
- Ability to work effectively with Operations, Finance, and Data partners.
- Ability to leverage AI to investigate data.
- Strong relationship-building and clear communication with stakeholders at different levels.
Nice To Haves
- Experience in a fast-paced startup environment.
- Ability to self-serve data using SQL queries; SQL is a strong plus.
- Previous healthcare experience.
- Lean Six Sigma training.
Responsibilities
- Own scheduling and capacity planning, matching staff supply to member demand across teams while supporting access and budget targets.
- Review daily supply and demand, help teams respond to disruptions, and make decisions to recover from staffing deficits.
- Monitor intraday performance, including SLA attainment, AHT, and shrinkage, and make real-time adjustments to meet service-level and appointment-completion targets.
- Maintain accurate schedules and calendars as availability changes, including time off, non-clinical time, weekend coverage, and other schedule changes.
- Balance employee needs with coverage impact, partner with people leaders on time-off decisions, and manage the PTO approval process.
- Track staffing against plan, flag when supply may not support targets, and provide input to Operations and Finance on hiring, backfill, and budget decisions.
- Create SOPs and playbooks to make processes repeatable as the organization grows.
- Identify opportunities to improve tools, workflows, and scheduling products, and partner with Product and Data teams to implement them.
- Partner with Operations, Finance, Training, and clinical leadership to align staffing with budget and care delivery needs.
- Serve as the go-to leader for workforce management questions.
Benefits
- Employer-sponsored health, dental, and vision plans with low or no premiums.
- Generous paid time off.
- $100 monthly mobile or internet stipend.
- Stock options for all employees.
- Bonus eligibility for roles below Director level; sales roles may be eligible for commission.
- Parental leave program.
- 401(k) program.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
