Director, Demand PLG & Workforce Ops

About the role

For our client, we are seeking a Director, Demand PLG & Workforce Ops to join the team of a leader in the Healthcare space. This role will lead enterprise demand forecasting and workforce operations across contact center environments, turning volume expectations into actionable capacity and scheduling plans. The position will partner closely with leadership to support decisions around seasonal peaks, channel growth, and operational readiness. It also carries responsibility for advancing workforce management capabilities, improving analytical rigor, and driving adoption of new tools and processes.

Location: Remote - US based candidates only, no visa sponsorship available

Responsibilities

• Own the enterprise contact demand forecast and translate it into capacity plans
• Model and communicate expected outcomes to support leadership decisions
• Lead planning for seasonal peaks and channel expansion with contingency plans
• Direct scheduling and real-time performance across internal and outsourced sites
• Drive workforce management platform modernization and readiness for new capabilities
• Coach data analysis beyond standard reporting, linking operational signals to outcomes
• Lead change management and adoption for new tools and processes

Qualifications

• 10+ years in contact center forecasting, capacity planning, and workforce management
• 5+ years of experience leading teams in a multi-site BPO environment
• Ownership of enterprise-level demand forecasting and budget planning
• Strong statistical and scenario modeling skills
• Hands-on experience with WFM and telephony platforms, particularly Verint

Benefits

• Medical, dental, and vision coverage
• HSA contribution and match
• Uncapped paid time off policy
• 401(k) match
• Ongoing education and tuition assistance
• Gym and fitness reimbursement
• Wellness program incentives

Pay

Compensation: $127,000 – $165,000 annually