Manager, Workforce Management

Job Description

A bit about this role:

Within the Member Experience Operations team, the Workforce Management function is responsible for ensuring operating teams are staffed to deliver on the world-class service Devoted is known for. Our focus is on delivering on Devoted’s promise to “treat members like family” by ensuring each team has the right support each day to serve our members and patients, and on making Devoted a welcoming and sustainable place to work.

That’s where you come in. The Manager for Workforce Management will play a crucial role in building, overseeing, and optimizing workforce planning and operations.

This role is a great fit for someone who is analytical, hands-on, and energized by building practical solutions in a fast-moving environment. You'll work closely with WFM and operations leadership to put workforce management systems and processes in place, and you'll be the person who makes sure they actually run well every day.

Your Responsibilities and Impact will include:

• Own scheduling and capacity for teams: set the approach for how staff supply is matched to member demand across teams. Make sure the right staff are in the right places to meet access and budget targets.
• Oversee daily capacity health: review supply and demand everyday. Step in to help the team respond quickly when the day doesn’t go to plan. Make decisions around how to recover from supply deficits.
• Drive daily operations in real time: Monitor intraday performance (i.e.: SLA attainment, AHT, shrinkage). Make real-time adjustments to ensure service levels and appointment completion targets are met.
• Maintain accurate schedules: own the processes and systems that keep schedules and calendars accurate as availability changes. That includes time off, non-clinical time, weekend coverage, and other schedule changes. Balance employee needs with coverage impact, partnering with people leaders on time-off decisions. Manage PTO approval process.
• Lead capacity planning and oversight: track staffing against plan and flag early when supply won’t support targets. Act as a key input to Operations and Finance on hiring, backfill, and budget decisions.
• Help build scalable processes: create SOPs and playbooks so processes are repeatable as we grow. Look for opportunities to improve tools, workflows, and scheduling products, and partner with product and data teams to bring them to life.
• Work cross functionally: partner with Operations, Finance, Training, and clinical leadership to align staffing with budget and care delivery needs. Serve as the go-to leader for workforce management questions.

Required skills and experience:

• Operational Experience: 3+ years in workforce management, operations, or a related analytical role, ideally in a fast-paced startup environment.
• Startup Mindset: Transparent, adaptable, and comfortable operating in dynamic, rapidly changing conditions.
• Systems Thinker: someone who can build out sustainable systems by which we operate
• People-First Approach: Approaches every project with empathy and respect; a dedicated collaborator who ensures operational outcomes prioritize the well-being of the team and the success of the customer.
• Execution & Ownership: Reliable end-to-end owner with a 'get-it-done' spirit; sees projects through, communicates clearly on status, and asks for help when it's needed.
• Data-Driven: Comfortable with operational systems (like workforce management systems) and analytics (i.e.: strong Google Sheets skills required, SQL a strong plus). Works well with operations, finance, and data partners. Leveraging AI to dig into data.
• Collaborative: Builds strong working relationships across teams and communicates clearly with stakeholders at different levels.

Desired skills and experience:

• Ability to self-serve data with SQL queries
• Previous health care experience
• Lean Six Sigma training a plus

Salary: $73,000 - $97,786 / year

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• 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....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going — all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience.

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.