Senior Manager, Workforce Management

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

📋 Description

• Create and develop workforce management systems from the ground up, encompassing scheduling models, capacity planning, and staffing ratios for clinical teams.

• Develop standard operating procedures (SOPs), playbooks, and governance frameworks.

• Convert strategic objectives into operational workflows and processes.

• Modify staffing coverage and revamp shift structures as needed.

• Facilitate discussions to pinpoint gaps and implement effective solutions.

• Project demand using historical data and construct staffing models accordingly.

• Coordinate resources to achieve targets and define as well as monitor key performance indicators (KPIs) such as utilization, coverage gaps, and forecast accuracy.

• Analyze trends and create dashboards utilizing Google Sheets, Looker, Cortex, and SQL.

• Provide clear recommendations to leadership based on insights.

• Track intraday performance metrics, including SLA compliance, average handling time (AHT), and shrinkage rates.

• Make real-time adjustments to ensure service levels and appointment completion goals are met.

• Ensure that operational objectives are consistently fulfilled.

• Develop systems to monitor and report daily, weekly, and monthly performance metrics.

• Collaborate with operations, finance, and clinical leadership to align staffing with budgetary constraints and care delivery requirements.

• Act as the primary resource for workforce management inquiries and escalations.

• Utilize feedback from frontline staff and performance data to enhance processes, scheduling logic, and forecasting models.

⛳️ Requirements

• Over 5 years of experience in driving and leading impactful operational initiatives and scaling complex processes.

• Must be transparent, adaptable, and comfortable functioning in fast-paced, ever-changing environments.

• A people-first leadership style characterized by empathy and respect.

• Demonstrated experience in cross-functional leadership and managing project lifecycles.

• Technical proficiency with operational systems and analytics tools.

• Familiarity with Google Sheets; SQL knowledge is a significant advantage.

• Capability to utilize AI for in-depth data analysis.

• Strong ability to lead through influence and align diverse stakeholders effectively.

• Proficient in self-serving data using SQL queries.

• Prior experience in the healthcare sector is preferred.

• Lean Six Sigma certification is a considerable plus.

🏝️ Benefits

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

• Generous paid time off policy.

• $100 monthly stipend for mobile or internet expenses.

• Stock options available to all employees.

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

• Commission eligibility for sales positions.

• Parental leave program offered.

• 401K retirement plan available.