Senior Manager of Service Design & Workforce Management
About The Position
Ophelia is seeking a Senior Manager of Service Design & Workforce Management to lead the evolution of their patient services infrastructure. This role is crucial for scaling the company's operations, focusing on capacity planning and process engineering. The ideal candidate will build a predictive engine to anticipate patient needs across various communication channels, ensuring efficient patient-to-coordinator ratios and maintaining high-quality care as the company grows. This is a high-impact, ground-up building role within a venture-backed healthcare startup focused on treating opioid use disorder (OUD) through a telehealth platform.
Requirements
- 5+ years in WFM Strategy, Operations Leadership, or Service Design.
- Deep, technical mastery of volume forecasting, interval-level staffing, and Erlang C models.
- Understanding of industry standards and their application in a modern omnichannel environment.
- Proven ability to work across diverse teams (clinicians, engineers, frontline staff) and align stakeholders.
- Comfort building initial baselines and manual models while working towards enterprise-grade tools.
- Ability to translate complex analytics into clear, executive-level presentations.
- Familiarity with omnichannel CCaaS routing and WFM software (e.g., Nice, Five9, or Genesys).
- Interest in how EMR integrations can drive efficiency.
Nice To Haves
- Healthcare experience is a plus.
- Backgrounds from high-growth tech, startups, or the vendor space are welcome.
Responsibilities
- Lead the discipline of Workforce Management, implementing Erlang C-based models for optimal staffing.
- Design intent-based routing logic to match patient needs with coordinator skills for seamless triage.
- Partner with frontline coordinators, clinicians, and clinical operations to translate care workflows into technical requirements.
- Collaborate with the Tech team to ensure platforms and tools support patient care realities.
- Map internal workflows to identify automation opportunities, design UI/UX improvements, and data integrations to reduce manual search time.
- Serve as the business owner for CCaaS and WFM platforms, prioritizing automation for capacity building.
- Develop ROI models and staffing proposals in partnership with Finance and Executive leadership.
- Justify headcount and tooling investments using evidence-rooted insights to support expansion.
Benefits
- Remote work anywhere in the United States
- Competitive medical, vision, and health insurance (many plans are fully covered for the employee!)
- 20 days (4 weeks) of PTO, increasing to 5 weeks after 2 years and 6 weeks after 5 years of tenure
- 10 company holidays
- Work From Home Stipend
- 401k Contribution Platform
- Life insurance
- Short and long term disability
- Financial wellness
- Virtual primary care
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
