[Hiring] Senior Program Manager @Included Health

Role Description

Included Health is seeking a Senior Program Manager, High Volume Recruiting, to build and run the operating system for our highest-volume hiring areas, initially Clinical, Behavioral Health and Member Care. This role will create consistent operating cadence across high-volume pods, improve funnel performance, manage agency and vendor effectiveness, and expand the use of automation and AI-enabled workflows. The PM will translate hiring goals into capacity plans, identify risks early, and drive corrective action across the recruiting machine.

This is not a traditional recruiting coordinator or status-reporting role. The successful candidate will operate as a program owner: diagnosing problems, recommending solutions, and holding cross-functional partners accountable for measurable outcomes.

Responsibilities

• High-Volume Operating Model
  • Build and maintain a standardized operating model across high-volume recruiting pods.
  • Establish operating cadences, planning processes, scorecards, and escalation paths.
  • Translate hiring goals into funnel requirements, capacity plans, and execution priorities.
  • Maintain a consolidated view of hiring health, risks, dependencies, and corrective actions.
  • Partner with pod owners to improve pacing, stakeholder readiness, funnel quality, and delivery against goals.
  • Identify opportunities to standardize and scale the high-volume model across additional hiring areas.
• Agency and Vendor Management
  • Own day-to-day operating performance for high-volume agency and vendor partners.
  • Establish clear expectations and scorecards covering submissions, quality, fill rate, time-to-fill, pricing, responsiveness, and corrective action.
  • Create a consistent process for agency onboarding, performance reviews, escalation, and offboarding.
  • Shift routine agency management and reporting away from senior leaders and toward exception-based escalation.
  • Recommend when work should be handled internally, through contractors, agencies, or automation based on demand, economics, speed, role complexity, and available capacity.
• Automation and AI-Enabled Recruiting
  • Expand BrightHire, AI interviewer, and related workflow adoption across high-volume recruiting.
  • Partner with Talent Operations on workflow design, tooling, and automation opportunities.
  • Automate reporting, funnel tracking, quality monitoring, and partner performance visibility.
  • Identify friction points and run targeted process-improvement pilots.
  • Measure the impact of automation through recruiter hours saved, funnel conversion, time-to-fill, quality, and candidate experience.
• Reporting and Decision Support
  • Own the consolidated weekly high-volume hiring health report.
  • Report on open requisitions, aging, progress to goal, funnel health, capacity, internal versus agency mix, and at-risk work.
  • Clearly communicate what changed, what is at risk, what action is being taken, and what decision or support is needed.
  • Use data to distinguish capacity gaps from execution, process, quality, prioritization, or stakeholder issues.
  • Build clear recommendations for resourcing, agency allocation, and process changes.
• Cross-Functional Partnership
  • Partner closely with leaders on Clinical/BH capacity, performance, staffing, and resourcing decisions.
  • Partner with pod owners on cohort health, stakeholder readiness, funnel decisions, and corrective action.
  • Work with Talent Operations to align high-volume workflows with broader TA systems and infrastructure.
  • Serve as a central escalation point for cross-pod operating issues.
  • Influence without direct authority and create accountability across recruiters, pod owners, agencies, Talent Partners, and hiring leaders.

Qualifications

• 7+ years of experience in recruiting operations, program management, high-volume recruiting, staffing, or a related field.
• Experience owning complex, cross-functional programs from strategy through execution.
• Experience using AI-enabled recruiting workflows.
• Strong understanding of recruiting funnels, capacity planning, conversion metrics, and hiring economics.
• Demonstrated ability to use data to diagnose problems and drive operational decisions.
• Experience improving processes through automation, technology, or workflow redesign.
• Strong written and verbal communication skills, including the ability to communicate clearly with senior leaders.
• Ability to influence and create accountability across teams without direct authority.
• Strong organizational skills and the ability to manage multiple priorities in a fast-changing environment.
• Sound judgment, urgency, and comfort surfacing risk early.

Preferred Qualifications

• Experience supporting Clinical, Behavioral Health, Member Care, Urgent Care, or other high-volume hiring environments.
• Experience with recruiting systems such as Lever, BrightHire, or similar tools.
• Experience building agency scorecards, operating dashboards, or capacity models.
• Experience partnering with senior Talent Acquisition or business leaders on workforce planning.

Success in This Role Looks Like

• High-volume pods operate against a consistent cadence, shared metrics, and clear ownership model.
• Agency and vendor performance is visible, managed against defined expectations, and escalated appropriately.
• Hiring risks are surfaced early with clear recommendations and corrective actions.
• Recruiter and pod-owner time shifts away from manual reporting and routine coordination toward higher-value recruiting work.
• Automation and AI workflows produce measurable improvements in efficiency, funnel health, and candidate experience.
• TA leaders have a reliable, consolidated view of high-volume hiring performance.
• The High Volume operating model becomes repeatable across additional hiring areas.

Physical/Cognitive Requirements

• Prompt and regular attendance at assigned work location.
• Ability to remain seated in a stationary position for prolonged periods.
• Ability to work effectively in a fast-paced environment with changing priorities.
• Ability to communicate and collaborate effectively using computers and other office-related equipment.

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