About the job
Job Summary:
As the Director of Staffing Operations and Vendor Management at Included Health, you will play a pivotal role in ensuring that our Member Care department is equipped with the right talent, possessing the right skills, in the right positions at the right times. This includes managing both internal teams and external partners.
In this transformative leadership position, you will take charge of the multi-year staffing strategy for Member Care, which encompasses developing and continuously optimizing our tiered staffing model, implementing skills-based routing strategies, and effectively balancing internal resources with BPO solutions. You will oversee critical workforce management and scheduling operations (including skilling, staffing, scheduling, and real-time management) and manage vendor/BPO operations, ensuring that we consistently meet or surpass service levels, quality standards, and margin goals while delivering an exceptional experience for both members and employees.
Reporting to the Senior Director of Member Care Strategy and Operations, you will collaborate closely with various teams including Member Care Advocacy, Staffing Forecasting, Quality, Training, Operations Enablement, Implementation, Finance, and Product/Engineering to translate demand forecasts and staffing assumptions into actionable plans that can be effectively implemented in production.
This role is ideal for a dynamic leader who is passionate about workforce strategy, contact center operations, and vendor management, and who thrives on leveraging data, processes, and relationships to achieve scalable, measurable results.
