Program Manager – Workforce Capacity Planning & Data Strategy

About the role

The Program Manager, Workforce Capacity Planning & Data Strategy, leads the establishment of a comprehensive workforce planning and capacity management capability across Optum Insight operations. This role drives strategy, governance, stakeholder alignment, and execution to support workforce forecasting, capacity planning, productivity management, and operational performance optimization.

Responsibilities

• Lead the development and implementation of an enterprise workforce planning and capacity management strategy across all Optum Insight operations
• Define the critical workforce planning data requirements needed to support forecasting, staffing, productivity, and capacity management
• Establish workforce planning standards, methodologies, and governance processes across business units
• Drive consistency in workforce metrics, planning assumptions, and reporting methodologies
• Identify and prioritize all workforce-related data elements required to build comprehensive capacity planning models
• Acquire and integrate key operational data sources, including: call volume and contact center demand, operational inventory and work queues, case volumes and workload demand, productivity and throughput metrics, staffing and resource allocation data, shrinkage and availability metrics, schedule adherence and occupancy measures, performance and quality indicators, and workforce demographics and organizational structures
• Partner with Product Owners and technical teams to ensure data is transformed and delivered into Databricks in a consumable, governed format
• Establish a cross-functional workforce data governance structure
• Manage program scope, milestones, dependencies, risks, and stakeholder communications
• Develop and maintain a roadmap for workforce data acquisition, transformation, and enablement
• Facilitate executive-level discussions regarding workforce planning priorities and strategic investments
• Ensure alignment between business objectives and technology delivery teams
• Partner with operational leaders across Optum Insight to understand workforce planning challenges and requirements
• Collaborate with Workforce Management, Operations, Finance, HR, Product Owners, and Optum IT teams to drive alignment
• Build consensus among stakeholders regarding data definitions, planning methodologies, and success measures
• Serve as the executive-facing leader responsible for workforce planning program outcomes
• Ensure workforce planning data supports: capacity forecasting, demand planning, staffing optimization, resource allocation, productivity analysis, operational performance management, scenario modeling and forecasting
• Drive adoption of workforce planning capabilities and tools across operational organizations
• Establish KPI frameworks and executive reporting to measure workforce efficiency and effectiveness
• Identify gaps in workforce data availability, quality, and governance
• Escalate and resolve barriers impacting workforce planning maturity
• Continuously evaluate opportunities to improve workforce planning capabilities and operational insights
• Promote a data-driven culture focused on operational efficiency and workforce optimization

Qualifications

• 7+ years of experience in Workforce Management, Capacity Planning, Operations Management, Program Management, or related disciplines
• 7+ years of experience in workforce forecasting, staffing models, productivity analysis, and operational planning
• 5+ years of experience leading large-scale cross-functional programs involving multiple business and technology organizations
• 5+ years of experience understanding operational metrics including demand, capacity, inventory, productivity, utilization, and shrinkage
• 5+ years of experience working with enterprise data and analytics initiatives
• 5+ years of experience with stakeholder management, facilitation, and communication skills
• 5+ years of experience influencing senior leaders and driving organizational change
• Access to reliable transportation and valid US driver’s license

Preferred Qualifications

• Experience within healthcare, payer, provider, revenue cycle, claims, or healthcare operations environment
• Knowledge of Optum Insight operational workflows and workforce management practices
• Experience with Databricks, enterprise data platforms, and workforce analytics solutions
• Familiarity with Agile delivery methodologies and collaboration with Product Owners
• Experience building enterprise workforce planning and capacity management frameworks