Senior Manager, Capacity Operations – Vendor Performance

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

📋 Description

• Collaborate with Workforce Management and Operations to translate forecasts, backlog, service levels, staffing availability, and priorities into strategic deployment decisions.

• Take ownership of when to adjust, where to make changes, and how to allocate resources across queues, teams, vendors, and temporary staffing pools.

• Manage the strategy and implementation of staff augmentation.

• Establish metrics, scorecards, escalation procedures, and governance routines that focus on quality, productivity, attendance, and timeliness.

• Foster performance-driven and transparent relationships with vendors.

• Coordinate efforts among Workforce Management, Operations, Recruiting, Training, Quality, Data, and Vendor teams.

• Lead intricate initiatives from conception to execution, setting milestones, monitoring progress, identifying risks, and ensuring accountability.

• Create daily, weekly, and monthly schedules for capacity deployment and performance management.

• Develop a central repository for capacity, demand, flex movements, vendor performance, and risk assessments.

• Design playbooks, standard operating procedures (SOPs), and prioritization frameworks to enable quicker and more consistent decision-making.

⛳️ Requirements

• Over 7 years of experience in operations, workforce management, vendor management, program management, business operations, or a similarly analytical leadership role within a customer-focused or healthcare setting.

• Proven history of steering complex, cross-functional initiatives involving multiple teams, conflicting priorities, and quantifiable outcomes.

• Demonstrated ability to construct operating models, governance routines, scorecards, dashboards, playbooks, or performance management systems from the ground up.

• Strong operational judgment—capable of translating forecasts, staffing plans, backlog, service levels, productivity, and quality indicators into actionable decisions.

• Established proficiency in utilizing metrics, dashboards, and operational data to identify root causes, evaluate trade-offs, and drive measurable enhancements.

• Exceptional systems thinking: integrating people, processes, data, technology, vendor performance, and frontline realities into scalable solutions.

• Excellent communication and stakeholder management skills: articulating a clear perspective, influencing various leadership levels, and aligning diverse teams without direct authority.

• Ability to thrive in ambiguous, rapidly changing environments while providing clarity, accountability, and structured execution for others.

• Experience in contact center operations, workforce management, or capacity planning functions.

• Direct experience managing staff augmentation models, outsourced service delivery, or vendor service level agreement (SLA) accountability.

• Familiarity with Medicare Advantage or healthcare operations.

🏝️ Benefits

• Employer-sponsored health, dental, and vision plans with minimal or no premium costs.

• Generous paid time off.

• Monthly stipend of $100 for mobile or internet expenses.

• Stock options available for all employees.

• Bonus eligibility for all positions except for Director and higher roles.

• Parental leave program.

• 401K program.