Senior Manager, Capacity Operations & Vendor Performance

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Devoted Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2017

⚕️ Healthcare Insurance

🧘 Wellness

Healthcare Insurance • Wellness

Devoted Health is a healthcare company that offers Medicare Advantage plans designed to provide comprehensive health coverage with added benefits like dental, eyewear, gym memberships, and prescription drugs at competitive rates. The company emphasizes member support and service, ensuring that clients can easily navigate their benefits and access needed healthcare services. Devoted Health is committed to helping customers save money and enhance their health and wellness through a complete package of benefits and support.

📋 Description

• Partner with Workforce Management and Operations to turn forecasts, backlog, service levels, staffing availability, and priorities into smart deployment decisions — before members feel a gap. • Own when to flex, where to flex, and how to move fast across queues, teams, vendors, and temporary staffing pools. • Own staff augmentation strategy and execution, getting the most value out of vendor-supported operations. • Set the metrics, scorecards, escalation paths, and governance routines that close gaps in quality, productivity, attendance, and timeliness. • Keep vendor relationships performance-driven, transparent, and aligned with where the business is heading. • Be the connective tissue across Workforce Management, Operations, Recruiting, Training, Quality, Data, and Vendor teams, turning staffing decisions into coordinated action. • Lead complex initiatives from idea to execution — setting milestones, tracking progress, surfacing risks, and driving accountability. • Establish the daily, weekly, and monthly rhythm for capacity deployment and performance management. • Create one central source of truth for capacity, demand, flex movements, vendor performance, and risk. • Build the playbooks, SOPs, and prioritization frameworks that make decisions faster, more consistent, and less reliant on any one person's knowledge.

🎯 Requirements

• 7+ years in operations, workforce management, vendor management, program management, business operations, or a similarly analytical operational leadership role in a customer-focused or healthcare environment. • A track record of leading complex, cross-functional initiatives with multiple teams, competing priorities, and measurable outcomes. • Demonstrated success building operating models, governance routines, scorecards, dashboards, playbooks, or performance management systems from scratch. • Strong operational judgment — translating forecasts, staffing plans, backlog, service levels, productivity, and quality signals into practical decisions. • Proven use of metrics, dashboards, and operational data to diagnose root causes, frame tradeoffs, and drive measurable improvement. • Exceptional systems thinking: connecting people, process, data, technology, vendor performance, and frontline realities into scalable solutions. • Strong communication and stakeholder management: developing a clear point of view, influencing across leadership levels, and aligning diverse teams without direct authority. • Comfort in ambiguous, fast-changing environments while bringing clarity, accountability, and structured execution to others.

🏖️ 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....