[Hiring] Director, Staffing Transformation & Operations @Included Health

Role Description

As our Director, Staffing Transformation & Operations, you will lead a critical transformation in how Member Care scales across staffing strategy, workforce management, vendor strategy, and AI enablement. This transformational leader will own the multi‑year staffing strategy for Member Care.

You will lead the evolution of our staffing model, the intentional use of outsourced partner capacity, and the way AI, automation, and human-in-the-loop workflows improve productivity and service delivery. You will directly oversee workforce management and scheduling functions (skilling, staffing, scheduling, and real‑time management) and vendor/BPO operations, ensuring we consistently meet or exceed service level, quality, and margin goals while delivering a top-notch member and employee experience.

In your first year, you will help build a stronger, more AI-enabled staffing engine by:

• Scaling a segment-based staffing approach
• Improving visibility into forecasting and workforce assumptions
• Driving a prioritized automation roadmap tied to service, productivity, and savings outcomes

Reporting to the Head of Member Care Strategy & Operations, you will partner closely with various teams to turn strategic priorities into an operating model that works in production.

Qualifications

• 10+ years of experience in staffing strategy, operating model design and/or transformation or a related operational strategy function, including at least 2 years in a people management role.
• Consulting background, particularly in strategy, operations, or transformation work, is strongly preferred.
• Proven experience leading cross-functional operating model or service transformation initiatives in a high-volume, multi-channel environment.
• Experience partnering with senior leaders across operations, finance, product, technology, and external partners to drive complex operational change.
• Experience leading technology-enabled transformation, including AI, automation, workflow redesign, or tooling modernization.
• Experience in healthcare, health benefits, or another highly regulated service environment strongly preferred.

Requirements

• Exceptional strategic and systems thinking, with the ability to connect forecasts, staffing levers, service design, technology investments, and business outcomes.
• Strong analytical and commercial judgment, with comfort working with complex operational and financial datasets and making tradeoff decisions tied to service, savings, and execution risk.
• Ability to lead enterprise change through influence and align cross-functional stakeholders in environments where authority is shared.
• Strong judgment in identifying, prioritizing, and scaling AI, automation, and workflow redesign opportunities based on operational and business impact.
• Clear and confident communication, including experience presenting to senior leaders, executive forums, and external partners.

Benefits

• Remote-first culture
• 401(k) savings plan through Fidelity
• Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
• Paid Time Off ("PTO") and Discretionary Time Off (“DTO”)
• 12 weeks of 100% Paid Parental leave
• Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies.
• Work-From-Home reimbursement to support team collaboration home office work