Senior Manager, Capacity Operations – Vendor Performance

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $110k - $130k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 0%

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Devoted Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2017

🏥 Healthcare

⚕️ Healthcare Insurance

🧘 Wellness

Healthcare • 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 • Own when to flex, where to flex, and how to move across queues, teams, vendors, and temporary staffing pools • Own staff augmentation strategy and execution • Set metrics, scorecards, escalation paths, and governance routines addressing quality, productivity, attendance, and timeliness • Maintain performance-driven and transparent vendor relationships • Coordinate Workforce Management, Operations, Recruiting, Training, Quality, Data, and Vendor teams • Lead complex initiatives from idea to execution, setting milestones, tracking progress, surfacing risks, and driving accountability • Establish daily, weekly, and monthly rhythms for capacity deployment and performance management • Create a central source of truth for capacity, demand, flex movements, vendor performance, and risk • Build playbooks, SOPs, and prioritization frameworks for faster, more consistent decisions

🎯 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 • Experience with contact center operations, workforce management, or capacity planning functions • Direct experience managing staff augmentation models, outsourced service delivery, or vendor SLA accountability • Familiarity with Medicare Advantage or healthcare operations

🏖️ 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 • Parental leave program • 401K program