Director, Staffing Transformation – Operations

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🇺🇸 United States – Remote

⏰ Full Time

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Included Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 B2B

👥 HR Tech

SaaS • B2B • HR Tech

Included Health is a healthcare technology company that delivers personalized, employer- and health-plan-focused primary, urgent, and behavioral health care through a single app and a network of virtual and in-person services. It blends AI-driven tools and human care teams to provide 24/7 care coordination, billing and claims advocacy, second opinions from leading specialists, and mental-health support, with the goal of lowering employer healthcare costs and improving member experience and inclusivity.

📋 Description

• Lead a critical transformation in how Member Care scales across staffing strategy, workforce management, vendor strategy, and AI enablement. • Own the multi‑year staffing strategy for Member Care. • Lead the evolution of our staffing model, the intentional use of outsourced partner capacity, and the way AI, automation, and human-in-the-loop workflows improve productivity and service delivery. • Directly oversee workforce management and scheduling functions and vendor/BPO operations, ensuring we meet or exceed service level, quality, and margin goals while delivering a top-notch member and employee experience. • Help build a stronger, more AI-enabled staffing engine by scaling a segment-based staffing approach, improving visibility into forecasting and workforce assumptions, and driving a prioritized automation roadmap tied to service, productivity, and savings outcomes. • Partner closely with various teams to turn strategic priorities into an operating model that works in production. • Define performance standards and KPIs for vendor partners, oversee BPO relationships, and ensure systems are set up for accurate invoice reconciliation with our vendors. • Lead, coach, and develop a high-performing team that includes ICs and people-managers.

🎯 Requirements

• 10+ years of experience in staffing strategy, operating model design and/or transformation or a related operational strategy function, including at least 2 years in a people management role. • Consulting background, particularly in strategy, operations, or transformation work, is strongly preferred. • Proven experience leading cross-functional operating model or service transformation initiatives in a high-volume, multi-channel environment. • Experience partnering with senior leaders across operations, finance, product, technology, and external partners to drive complex operational change. • Experience leading technology-enabled transformation, including AI, automation, workflow redesign, or tooling modernization. • Experience in healthcare, health benefits, or another highly regulated service environment strongly preferred. • Exceptional strategic and systems thinking, with the ability to connect forecasts, staffing levers, service design, technology investments, and business outcomes. • Strong analytical and commercial judgment, with comfort working with complex operational and financial datasets and making tradeoff decisions tied to service, savings, and execution risk. • Ability to lead enterprise change through influence and align cross-functional stakeholders in environments where authority is shared. • Strong judgment in identifying, prioritizing, and scaling AI, automation, and workflow redesign opportunities based on operational and business impact. • Clear and confident communication, including experience presenting to senior leaders, executive forums, and external partners.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Remote work options