[Hiring] Operations Manager, Workforce Strategy & Planning @Function Health

Role Description

We're hiring a Workforce Management Contractor for a 6-month contract to operate and maintain our WFM function during a planned leadership leave. This is not a build-from-scratch role; you'll step into an established system of staffing models, forecasting infrastructure, vendor relationships, and cross-functional reporting cadences, and keep them running accurately through a period of significant company growth.

You'll work alongside an AI-driven demand forecasting model that handles volume projections, with your role focused on:

• Validating outputs
• Translating forecasts into staffing and scheduling decisions
• Managing BPO capacity planning
• Co-owning the labor cost model with Finance

You'll coordinate closely with Team Leads, Marketing, Data Science, and Ops leadership to keep workforce planning aligned to business needs.

Key Responsibilities

• Workforce Management & Capacity Planning
  • Run demand forecasting and capacity planning using AI model outputs - validate projections, apply bias corrections, and translate forecasts into interval-level staffing plans.
  • Maintain, update, and improve existing staffing models as inputs change.
  • Build and distribute weekly schedules; coordinate with Team Leads on shift coverage, gaps, and real-time adjustments.
  • Drive resource planning for new initiatives, including shift coverage for new channels and staffing implications of product or geographic launches.
  • Own BPO forecast and capacity planning; translate volume projections into vendor capacity needs.
  • Process contractor invoices on cadence.
  • Manage schedule publishing and headcount updates.
• Operational Optimization
  • Co-own the monthly Finance labor cost model review, prepare inputs, flag variances, maintain the rolling forecast.
  • Work with Product, Engineering, Marketing, and Support teams to stay ahead of feature rollouts and changes that will impact volume or staffing needs.
  • Deliver hiring plan recommendations tied to volume projections, attrition trends, and batch hiring constraints.
  • Track and report on OKRs: prepare leadership updates, maintain KR tracking, flag risks to targets.
• Stakeholder & System Coordination
  • Serve as the primary WFM point of contact for Ops leadership, Finance, and cross-functional partners during the engagement.
  • Collaborate with Data Science on predictive model refinement and operational dashboard development.
  • Maintain recurring operational reporting cadences.

Qualifications

• 4+ years in workforce management, capacity planning, or workforce operations.
• Experience scaling support functions in high-growth companies, preferably in healthcare or digital health.
• Strong modeling skills and comfort with large datasets; experience with BI tools (Databricks, Looker, Tableau, or similar) is a plus.
• Experience managing or coordinating BPO vendors: capacity planning, performance tracking, invoice reconciliation.
• Familiarity with WFM tools, helpdesk platforms (we use Intercom), and HRIS/scheduling systems (we use Rippling).
• Demonstrated ability to work cross-functionally with Finance, Marketing, Product, and Data teams.
• Strong operational reporting skills.
• Comfortable stepping into an established system.

Benefits

• Competitive salary and benefits package.
• Flexible working hours.
• Dynamic work environment where creativity and innovation are encouraged.

Core Values

• Ruthless Prioritization: We don’t let perfect get in the way of progress.
• Member-First, Always: We design and deliver like we’re caring for someone we love.
• One Team, Moving Fast: We are aligned in purpose, prioritization, and speed.
• Radical Ownership, Relentless Execution: We don’t just ship– we own outcomes and drive results.
• Mission Over Ego: We are ruthlessly aligned to our mission - and leave ego at the door.
• Sustained Integrity in Every Detail: We earn trust by obsessing over accuracy, quality, and clarity in everything we do.