Director, Staffing Transformation – Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Spearhead a significant transformation in the scaling of Member Care through strategic staffing, workforce management, vendor partnerships, and AI integration.

• Take ownership of the long-term staffing strategy for Member Care.

• Guide the advancement of our staffing model, strategically utilizing outsourced partner capacity, and leveraging AI, automation, and human-in-the-loop workflows to enhance productivity and service delivery.

• Directly manage workforce scheduling and vendor/BPO operations, ensuring that we achieve or surpass service levels, quality standards, and margin objectives while providing an exceptional experience for both members and employees.

• Contribute to the development of a more AI-driven staffing framework by implementing a segment-based staffing approach, enhancing forecasting visibility and workforce assumptions, and advancing a prioritized automation roadmap linked to service, productivity, and cost-saving results.

• Collaborate closely with various teams to translate strategic priorities into a functioning operational model.

• Establish performance standards and KPIs for vendor partners, manage BPO relationships, and ensure systems are configured for precise invoice reconciliation with our vendors.

• Lead, mentor, and cultivate a high-performing team that includes individual contributors and people managers.

⛳️ Requirements

• Over 10 years of experience in staffing strategy, operational model design, transformation, or a related operational strategy role, including a minimum of 2 years in a management position.

• A consulting background, especially in strategy, operations, or transformation initiatives, is highly preferred.

• Demonstrated experience in leading cross-functional operating model or service transformation projects within a high-volume, multi-channel environment.

• Proven ability to collaborate with senior leaders from operations, finance, product, technology, and external partners to facilitate complex operational changes.

• Experience in leading technology-driven transformations, including AI, automation, workflow redesign, or modernization of tools.

• Background in healthcare, health benefits, or another highly regulated service sector is strongly preferred.

• Exceptional strategic and systems thinking capabilities, with the ability to correlate forecasts, staffing variables, service design, technology investments, and business outcomes.

• Strong analytical and commercial acumen, comfortable working with intricate operational and financial data sets and making trade-off decisions related to service, savings, and execution risks.

• Capacity to drive enterprise-level change through influence and align cross-functional stakeholders in shared authority environments.

• Sound judgment in identifying, prioritizing, and expanding opportunities for AI, automation, and workflow redesign based on their operational and business impact.

• Clear and confident communicator, with experience presenting to senior leaders, executive forums, and external partners.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Remote work options