Senior Manager, Workforce Management
About The Position
Within Devoted Health’s Member Experience Operations team, the Workforce Management function ensures operating teams are staffed to provide service to members and patients while supporting a welcoming and sustainable workplace. The Senior Manager will build, oversee, and optimize workforce planning and operations, growing the function’s impact through cross-functional people, process, and product initiatives. The role involves designing workforce management systems and processes, developing forecasting and capacity plans, translating strategic goals into operational workflows, and monitoring performance to meet service and appointment-completion targets. The Senior Manager will use data and analytics to identify trends, develop dashboards, and recommend actions, while partnering with operations, finance, and clinical leaders to align staffing with budget and care-delivery needs. The position also focuses on continuous improvement informed by frontline feedback and performance data.
Requirements
- At least 5 years of experience driving and leading high-impact operational initiatives and scaling complex processes; fast-paced startup experience is preferred.
- Adaptable and comfortable working in dynamic, rapidly changing conditions.
- Empathetic, respectful, people-first approach to leadership and collaboration, prioritizing team well-being and customer success.
- Proven cross-functional leadership, ownership, and ability to manage project lifecycles collaboratively.
- Technical aptitude with operational systems such as workforce management systems and analytics tools such as Google Sheets; ability to collaborate across operations, finance, and data teams.
- Ability to use AI to investigate and analyze data.
- Ability to lead through influence and align diverse stakeholders toward shared customer outcomes.
Nice To Haves
- Ability to self-serve data using SQL queries.
- Previous health care experience.
- Lean Six Sigma training.
Responsibilities
- Build workforce management capabilities from the ground up, including scheduling models, clinical-team capacity plans, staffing ratios, SOPs, playbooks, and governance.
- Translate high-level goals into operational workflows, adjust staffing coverage and shift structures, identify gaps, and implement solutions.
- Forecast demand using historical data, build staffing models, align resources with targets, and define and track KPIs such as utilization, coverage gaps, and forecast accuracy.
- Analyze operational trends, build dashboards using tools such as Google Sheets or BI and analytics tools, and present recommendations to leadership.
- Monitor intraday performance, including SLA attainment, average handle time, and shrinkage, and make real-time adjustments to maintain service levels and appointment-completion targets.
- Own SLA and operational performance outcomes, including the stated target of completing 95% of appointments on time.
- Partner with operations, finance, and clinical leadership to align staffing with budget and care-delivery needs; serve as the point of contact for workforce management questions and escalations.
- Continuously improve workforce systems and processes using frontline feedback and performance data, including refining scheduling logic and forecasting models.
Benefits
- Employer-sponsored health insurance with low- or no-premium options.
- Dental insurance with low- or no-premium options.
- Vision insurance with low- or no-premium options.
- Generous paid time off.
- $100 monthly mobile or internet stipend.
- Stock options for all employees.
- Bonus eligibility for roles below Director level.
- Parental leave program.
- 401(k) program.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
