Director, Workforce Management

About the role

The Director, Workforce Management (WFM) provides enterprise leadership for workforce planning, forecasting, capacity management, scheduling strategy, workforce optimization, and workforce technology across member, provider, sales, and operational support functions. This role develops and executes long-range workforce strategies that align staffing models, operational readiness, member growth, regulatory requirements, and financial objectives.

Responsibilities

• Develop and lead enterprise workforce management strategies that support organizational growth, operational readiness, member experience objectives, and financial performance.
• Establish long-range workforce plans aligned with enrollment projections, business expansion, regulatory requirements, and enterprise priorities.
• Multi-channel forecasting and capacity planning activities across contact center and operational functions.
• Develop workforce models and resource plans that align business demand, member growth, service-level commitments, and operational objectives.
• Lead enterprise workforce optimization initiatives focused on productivity, efficiency, service-level attainment, occupancy, adherence, shrinkage management, and customer experience outcomes.
• Establish governance processes to continuously improve workforce performance.
• Define enterprise workforce KPIs, reporting frameworks, labor forecasts, and workforce investment strategies.
• Deliver executive-level analytics, scenario modeling, budget planning, ROI analysis, and strategic recommendations that support operational and financial decision-making.
• Oversee implementation, adoption, optimization, and governance of workforce management technologies, including Aspect, Intradiem, workforce automation platforms, and related technologies.
• Partner with Technology teams to drive innovation, scalability, and operational effectiveness.
• Lead enterprise Workforce Management COE activities by establishing workforce planning frameworks, forecasting methodologies, operational standards, governance models, and best practices to ensure consistency and scalability across the organization.
• Lead workforce readiness planning for critical business cycles, including AEP/OEP, major transformation initiatives, and enterprise growth programs.
• Develop contingency staffing plans and capacity strategies to support operational continuity and service excellence.
• Ensure workforce management practices comply with CMS requirements, labor regulations, internal policies, and governance standards.
• Maintain audit-ready documentation and proactively identify and mitigate workforce-related operational and compliance risks.
• Lead and develop workforce management leaders and teams.
• Partner closely with Operations, Experience, Sales, Finance, HR, Technology, Compliance, and executive leadership to align workforce strategies with enterprise objectives and transformation initiatives.
• Champion innovation, process improvement, advanced analytics, workforce automation, and emerging workforce technologies to advance workforce management maturity and organizational effectiveness.

Qualifications

• Bachelor’s Degree or equivalent experience
• 5-7 years of related workforce management experience
• 5 years of progressive leadership experience
• Experience leading enterprise Workforce Management Centers of Excellence (COEs)
• Experience with workforce management technologies including Aspect, NICE, Genesys, Intradiem, or similar platforms
• Workforce management experience in contact center, healthcare, insurance, or other highly regulated environments
• Experience leading enterprise workforce planning, forecasting, capacity management, and workforce optimization functions
• Experience leading workforce technology, automation, and operational transformation initiatives
• Proven success developing workforce strategies that align operational, financial, and customer experience objectives
• Experience supporting enterprise, multi-site, multi-channel service organizations