[Hiring] Director, Demand PLG & Workforce Ops @HealthEquity

Role Description

HealthEquity administers HSAs, FSAs, HRAs, COBRA, and commuter benefits, and our service operations exist to deliver a remarkable experience for our members. The Director, Demand Planning and Workforce Operations leads the consolidated Forecasting and Workforce Management pillar within the Workforce Strategy organization. This leader owns the end-to-end demand-to-delivery cycle:

• Long-range and short-range demand forecasting
• Capacity and headcount planning
• Scheduling
• Real-time operations across internal teams and BPO partner sites

This is not a day-to-day execution role. The role is accountable for:

• Strategic direction
• Decision-ready insight for executives
• Capability-building across the team
• Leading the organization through significant platform and operating-model change

What you will be doing

Forecasting and planning

• Own the enterprise contact demand forecast (topline, LOB, and interval level) and translate it into capacity plans, hiring plans, and budget inputs for internal and BPO operations.
• Model and communicate expected outcomes, including service level, ASA, occupancy, and cost to serve, across scenarios; quantify risks and opportunities to support leadership decisions.
• Lead planning for seasonal peak (Q4/Q1), new partner ramps, and channel expansion (chat, skill-based routing), with clear assumptions and contingency plans.

Workforce management operations

• Direct scheduling, real-time queue management, and intraday performance across internal and outsourced sites, with tamper-clear audit of adherence and performance data.
• Drive WFM platform modernization: Verint migration (scheduling, RTQM automation, outcome projection) and readiness for Webex and Amazon Connect capabilities.
• Expand WFM scope beyond member and client services as automation matures.

Leadership and capability building

• Deliver executive communication and decision-ready reporting: concise narratives, clear recommendations, and quantified trade-offs rather than raw data.
• Perform and coach data analysis and interpretation beyond standard reporting, connecting operational signals to financial and member-experience outcomes.
• Coach and build capability across analysts and managers; operate with a strengths-based, empowerment-oriented leadership style.
• Lead change management and adoption for new tools, processes, and operating models, including BPO partners.
• Continuously assess team skill gaps and bring build/train/hire recommendations to leadership.
• Align the pillar's work to long-term organizational priorities and future-state capability needs, including the lean 2027 operating model.

What success looks like in the first 12 months

• Forecast accuracy and capacity-plan reliability targets met and reported transparently each cycle.
• Verint migration adopted with measurable scheduling and RTQM automation gains; Q4 2026 / Q1 2027 peak delivered within service-level and cost commitments.
• Analyst and manager bench strengthened through coaching, with documented skill-gap assessment and a build/train/hire plan in execution.
• Executive forums receive decision-ready insight with clear recommendations, reducing escalation and rework.

Qualifications

• 10+ years in contact center forecasting, capacity planning, and workforce management, including 5+ years leading leaders in a multi-site environment with BPO partners.
• Demonstrated ownership of enterprise-level demand forecasting and headcount/budget planning, with strong statistical and scenario-modeling skills.
• Hands-on depth with WFM and telephony platforms (e.g., Verint or equivalent; Cisco/Webex; cloud contact center platforms) and experience leading platform migrations.
• Proven executive communication: able to distill complex analysis into clear recommendations for VP+ audiences.
• Track record of change leadership, coaching, and building high-performing analytical teams.

Preferred

• Experience in healthcare, benefits administration, or another regulated environment with strict data-handling obligations.
• Experience with skill-based routing design, chat/digital channel planning, and outsourcing governance.
• Advanced analytics or data science exposure (SQL, Python/R, or BI platforms) sufficient to lead and quality-check analyst work.

Benefits

• Medical, dental, and vision
• HSA contribution and match
• Dependent care FSA match
• Uncapped paid time off
• Paid parental leave
• 401(k) match
• Personal and healthcare financial literacy programs
• Ongoing education & tuition assistance
• Gym and fitness reimbursement
• Wellness program incentives

Onboarding & Travel

This is a remote role, with an in-person onboarding training component. New team members must participate in Trailhead, HealthEquity’s immersive onboarding experience designed to foster meaningful connections, support your integration into the organization, and equip you with a strong understanding of our business.

Trailhead participation is a key expectation of this role. Trailhead is held onsite at our headquarters once per quarter. HealthEquity covers all required travel and accommodations.

This role may begin with a virtual, self-paced onboarding experience, followed by a mandatory onsite Trailhead session at a later date.