Operations Manager, Workforce Strategy & Planning

Function Health is the AI operating system for health, designed to empower people to live 100 healthy years. We are redefining how individuals understand, measure, and improve their health by moving beyond the limitations of traditional care and enabling comprehensive, continuous insight into human biology. Function has been recognized as one of Fast Company’s Most Innovative Companies of 2024 and is venture-backed by Redpoint and other leading venture firms. Over half a million members have joined Function to take control of their health through comprehensive lab testing, MRI and CT imaging, longitudinal data, and guidance from AI and clinical teams.

About the role

We're hiring a Workforce Management Contractor for a 6-month contract to operate and maintain our WFM function during a planned leadership leave. This is not a build-from-scratch role; you'll step into an established system of staffing models, forecasting infrastructure, vendor relationships, and cross-functional reporting cadences, and keep them running accurately through a period of significant company growth. You'll work alongside an AI-driven demand forecasting model that handles volume projections, with your role focused on validating outputs, translating forecasts into staffing and scheduling decisions, managing BPO capacity planning, and co-owning the labor cost model with Finance.

Responsibilities

• Workforce Management & Capacity Planning
  • Run demand forecasting and capacity planning using AI model outputs - validate projections, apply bias corrections, and translate forecasts into interval-level staffing plans. Inputs include demand trends, seasonality, product launches, and marketing activity.
  • Maintain, update, and improve existing staffing models (headcount-to-volume alignment, SLA modeling, scenario planning) as inputs change.
  • Build and distribute weekly schedules; coordinate with Team Leads on shift coverage, gaps, and real-time adjustments.
  • Drive resource planning for new initiatives, including shift coverage for new channels, skill-based routing changes, and staffing implications of product or geographic launches.
  • Own BPO forecast and capacity planning: translate volume projections into vendor capacity needs and flag misalignment early.
  • Process contractor invoices on cadence.
  • Manage schedule publishing and headcount updates.
• Operational Optimization
  • Co-own the monthly Finance labor cost model review, prepare inputs, flag variances, maintain the rolling forecast.
  • Work with Product, Engineering, Marketing, and Support teams to stay ahead of feature rollouts and changes that will impact volume or staffing needs.
  • Deliver hiring plan recommendations tied to volume projections, attrition trends, and batch hiring constraints.
  • Track and report on OKRs: prepare leadership updates, maintain KR tracking, flag risks to targets.
• Stakeholder & System Coordination
  • Serve as the primary WFM point of contact for Ops leadership, Finance, and cross-functional partners during the engagement.
  • Collaborate with Data Science on predictive model refinement and operational dashboard development.
  • Maintain recurring operational reporting cadences.

Requirements

• 4+ years in workforce management, capacity planning, or workforce operations.
• Experience scaling support functions in high-growth companies.
• Healthcare or digital health experience is a major plus.
• Strong modeling skills and comfort with large datasets. Experience with BI tools (Databricks, Looker, Tableau, or similar) is a plus.
• Experience managing or coordinating BPO vendors: capacity planning, performance tracking, invoice reconciliation.
• Familiarity with WFM tools, helpdesk platforms (we use Intercom), and HRIS/scheduling systems (we use Rippling).
• Demonstrated ability to work cross-functionally with Finance, Marketing, Product, and Data teams.
• Strong operational reporting skills.
• Comfortable stepping into an established system with existing models, processes, vendor relationships, and reporting cadences.

Core Values

• Ruthless Prioritization
  • We don’t let perfect get in the way of progress.
  • We move quickly to drive value, not perfection.
  • We prioritize what drives impact.
  • We never compromise on standards of excellence.
• Member-First, Always
  • We design and deliver like we’re caring for someone we love.
  • We create calendar, actionable, human experience.
  • We prioritize responsiveness, peace of mind, and outcomes.
  • We empower members with truth, clarity, and care.
• One Team, Moving Fast
  • We are aligned in purpose, prioritization, and speed.
  • We gather diverse perspectives to make informed decisions.
  • We clear paths for each other and move fast together.
  • We communicate clearly and respectfully, rallying around shared goals.
• Radical Ownership, Relentless Execution
  • We don’t just ship– we own outcomes and drive results.
  • We act with urgency and precision.
  • We anticipate, initiate, and follow through.
  • We meet challenges with grit and pragmatism.
  • We embrace new tech to deliver better outcomes.
• Mission Over Ego
  • We are ruthlessly aligned to our mission - and leave ego at the door.
  • We disagree and commit.
  • We don't tolerate politics or withholding information.
  • We operate with honesty, transparency, and respect.
• Sustained Integrity in Every Detail
  • We earn trust by obsessing over accuracy, quality, and clarity in everything we do.
  • We prioritize clinical precision - data must be right.
  • We sweat the details because outcomes depend on them.

Benefits

We value our team at Function and offer a competitive salary and benefits package, flexible working hours, and a dynamic work environment where creativity and innovation are encouraged.