[Hiring] Manager, Workforce Management @Devoted Health

Role Description

Within the Member Experience Operations team, the Workforce Management function is responsible for ensuring operating teams are staffed to deliver on the world-class service Devoted is known for. Our focus is on delivering on Devoted’s promise to “treat members like family” by ensuring each team has the right support each day to serve our members and patients, and on making Devoted a welcoming and sustainable place to work.

The Manager for Workforce Management will play a crucial role in building, overseeing, and optimizing workforce planning and operations. This role is a great fit for someone who is analytical, hands-on, and energized by building practical solutions in a fast-moving environment.

Your Responsibilities and Impact will include:

• Own scheduling and capacity for teams: set the approach for how staff supply is matched to member demand across teams.
• Oversee daily capacity health: review supply and demand every day and step in to help the team respond quickly when the day doesn’t go to plan.
• Drive daily operations in real time: monitor intraday performance (i.e.: SLA attainment, AHT, shrinkage) and make real-time adjustments.
• Maintain accurate schedules: own the processes and systems that keep schedules and calendars accurate as availability changes.
• Lead capacity planning and oversight: track staffing against plan and flag early when supply won’t support targets.
• Help build scalable processes: create SOPs and playbooks so processes are repeatable as we grow.
• Work cross functionally: partner with Operations, Finance, Training, and clinical leadership to align staffing with budget and care delivery needs.

Qualifications

• 3+ years in workforce management, operations, or a related analytical role, ideally in a fast-paced startup environment.
• Transparent, adaptable, and comfortable operating in dynamic, rapidly changing conditions.
• Someone who can build out sustainable systems by which we operate.
• Approaches every project with empathy and respect; a dedicated collaborator.
• Reliable end-to-end owner with a 'get-it-done' spirit.
• Comfortable with operational systems and analytics (i.e.: strong Google Sheets skills required, SQL a strong plus).
• Builds strong working relationships across teams and communicates clearly with stakeholders at different levels.

Requirements

• Ability to self-serve data with SQL queries.
• Previous health care experience.
• Lean Six Sigma training a plus.

Benefits

• Employer sponsored health, dental and vision plan with low or no premium.
• Generous paid time off.
• $100 monthly mobile or internet stipend.
• Stock options for all employees.
• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles.
• Parental leave program.
• 401K program.
• And more...