[Hiring] Manager, Workforce Planning & Management @SafeRide Health

Role Description

SafeRide Health is looking for a Manager, Workforce Planning & Management, to serve as the analytical and operational backbone of our workforce function. In this role, you will own forecasting, scheduling, intraday performance, and service levels across a multi-vendor, multi-client operation. You will lead a team of analysts, partner closely with Strategy & Operations, Finance, and Member Services, and serve as the trusted cross-functional voice for WFM decisions across the organization, with direct visibility to senior leadership and real influence over how we staff and serve our members. This is a high-ownership, high-visibility role for someone who is analytically sharp, communicates with precision, and gets energized by taking real accountability in a fast-moving environment.

Key Responsibilities

• Forecasting & Capacity Planning:
  • Own workforce forecasting, translating volume and AHT assumptions into net FTE requirements across resource pools.
  • Partner with Strategy & Operations on modeling and scenario planning.
  • Own the feedback loops between forecast and actuals.
  • Lead capacity planning for new client launches.
• Scheduling & BPO Coordination:
  • Build and maintain schedules across internal and vendor teams.
  • Own weekly WFM coordination meetings.
  • Deliver staffing plans to BPO managers.
  • Proactively monitor headcount, attrition, and coverage gaps across the operation.
• Intraday Performance Oversight:
  • Monitor real-time SLA performance at a high level.
  • Leverage systems and analysts to surface what needs attention.
  • Make decisions during volume spikes, vendor shortfalls, or unexpected events.
  • Keep operations stable and service levels protected.
• Team Direction:
  • Set clear priorities and operating cadences for a team of WFM analysts.
  • Build documentation and accountability structures that scale beyond any one person.
  • Ensure the team runs predictably and continuously improves.
• Reporting & Stakeholder Communication:
  • Own weekly and monthly WFM reporting.
  • Respond to ad hoc questions from operations and senior leadership with clear, data-backed answers.
  • Serve as the trusted workforce voice across Member Services, Strategy & Operations, Finance, and beyond.

Qualifications

• Bachelor's degree
• Strong analytical and quantitative skills with the ability to work with imperfect data and translate analysis into clear, defensible recommendations
• Advanced proficiency in Microsoft Excel, including complex formulas, pivot tables, and data analysis
• Working knowledge of workforce management fundamentals, including Erlang modeling, shrinkage and occupancy math, multi-skill routing, and intraday management
• Strong verbal communication skills with the ability to present findings, field questions on the fly, and communicate clearly and confidently across all levels of the organization

Requirements

• 1-3 years of hands-on workforce management experience in a contact center or BPO environment
• Experience in complex planning roles (capacity planning, demand forecasting, supply chain, logistics, or similar multi-variable planning environments)
• Familiarity with Amazon Connect, NiCE, CXone or similar CCaaS platforms
• Familiarity with Quick Sight or similar BI and reporting tools

Benefits

• Remote-first work environment
• Competitive salary, annual bonus opportunities, and equity options
• Comprehensive medical, dental, and vision insurance
• 401(k) with company match
• Generous PTO, paid company holidays, and paid parental leave

Company Description

SafeRide Health is a technology and services company dedicated to reducing barriers to care by improving the delivery of non-emergency medical transportation to people across America. SafeRide employs proprietary technology, paired with a nationwide network of vetted transportation providers. This enables payers and health systems to deliver cost-effective, on-demand transportation intelligently, enhancing the patient’s experience in the process. SafeRide serves the largest Medicare Advantage, Medicaid, and provider programs in the country.