Operations Manager, Workforce Strategy & Planning (Copy)

Function Health•US - Remote,

About The Position

Function Health is seeking a Workforce Management Contractor for a 6-month contract to operate and maintain its WFM function during a planned leadership leave. This role involves stepping into an established system of staffing models, forecasting infrastructure, vendor relationships, and reporting cadences to ensure their accurate operation during a period of significant company growth. The position will work alongside an AI-driven demand forecasting model, focusing on validating outputs, translating forecasts into staffing and scheduling decisions, managing BPO capacity planning, and co-owning the labor cost model with Finance. Collaboration with Team Leads, Marketing, Data Science, and Ops leadership is key to aligning workforce planning with business needs.

Requirements

4+ years in workforce management, capacity planning, or workforce operations
Experience scaling support functions in high-growth companies.
Strong modeling skills and comfort with large datasets.
Experience managing or coordinating BPO vendors: capacity planning, performance tracking, invoice reconciliation.
Familiarity with WFM tools, helpdesk platforms (we use Intercom), and HRIS/scheduling systems (we use Rippling).
Demonstrated ability to work cross-functionally with Finance, Marketing, Product, and Data teams.
Strong operational reporting skills
Comfortable stepping into an established system. You'll inherit existing models, processes, vendor relationships, and reporting cadences built by the person you're covering for.

Nice To Haves

Healthcare or digital health experience is a major plus.
Experience with BI tools (Databricks, Looker, Tableau, or similar) are a plus - you should be able to pull data, validate assumptions, and translate analysis into actionable staffing decisions.

Responsibilities

Run demand forecasting and capacity planning using AI model outputs - validate projections, apply bias corrections, and translate forecasts into interval-level staffing plans. Inputs include demand trends, seasonality, product launches, and marketing activity.
Maintain, update, and improve existing staffing models (headcount-to-volume alignment, SLA modeling, scenario planning) as inputs change.
Build and distribute weekly schedules; coordinate with Team Leads on shift coverage, gaps, and real-time adjustments.
Drive resource planning for new initiatives, including shift coverage for new channels, skill-based routing changes, and staffing implications of product or geographic launches.
Own BPO forecast and capacity planning: translate volume projections into vendor capacity needs and flag misalignment early.
Process contractor invoices on cadence.
Manage schedule publishing and headcount updates.
Co-own the monthly Finance labor cost model review, prepare inputs, flag variances, maintain the rolling forecast.
Work with Product, Engineering, Marketing and Support teams to stay ahead of feature rollouts and changes that will impact volume or staffing needs, as well as feed those inputs into the forecasting and planning cycle.
Deliver hiring plan recommendations tied to volume projections, attrition trends, and batch hiring constraints.
Track and report on OKRs: prepare leadership updates, maintain KR tracking, flag risks to targets.
Serve as the primary WFM point of contact for Ops leadership, Finance, and cross-functional partners during the engagement.
Collaborate with Data Science on predictive model refinement and operational dashboard development.
Maintain recurring operational reporting cadences