Senior Manager, Workforce Management

Job Description

A bit about this role:

Within the Member Experience Operations team, the Workforce Management function is responsible for ensuring operating  teams are staffed to deliver on the world-class service Devoted is known for. Our focus is on delivering on Devoted’s promise to “treat members like family” by ensuring each team has the right support each day to serve our members and patients, and on making Devoted a welcoming and sustainable place to work. 

That’s where you come in. The Senior Manager for Workforce Management will play a crucial role in building, overseeing, and optimizing workforce planning and operations.

This role requires a strategic thinker with exceptional analytical skills, a deep understanding of workforce planning principles, and the ability to create, implement and manage workforce management systems and processes effectively. You will be responsible for growing the impact of the Workforce Management team by identifying and leading cross-functional people, process, and product initiatives.

Your Responsibilities and Impact will include:

• Build WFM from the ground up: Design and implement workforce management systems from scratch (i.e.:, create scheduling models, capacity plans, and staffing ratios for clinical teams). Establish SOPs, playbooks, and governance.
• Translate strategy into workflows: Turn high-level goals into operational processes (i.e.: adjust staffing coverage, redesign shift structures). Lead discussions to identify gaps and implement solutions.
• Own forecasting & capacity planning: Use historical data to forecast demand, build staffing models, and align resources to meet targets. Define and track KPIs like utilization, coverage gaps, and forecast accuracy.
• Be data driven: Analyze trends (things like rising handle time, increased no-shows), build dashboards (Google Sheets or BI tools like Looker, or analytical tools like Cortex and SQL), and present clear recommendations to leadership
• Drive daily operations in real time: Monitor intraday performance (i.e.: SLA attainment, AHT, shrinkage). Make real-time adjustments to ensure service levels and appointment completion targets are met.
• Own SLA & performance outcomes: Ensure operational goals are consistently hit (i.e.: 95% of appointments completed on time, <X min wait time). Build systems to track and report daily/weekly/monthly performance.
• Act as cross functionally: Partner with operations, finance, and clinical leadership to align staffing with budget and care delivery needs. Serve as the go-to for WFM questions and escalations.
• Continuously improve systems: Use feedback loops (frontline input + performance data) to refine processes over time (i.e:., improve scheduling logic, adjust forecasting models as demand patterns change)

Required skills and experience:

• Operational Leadership: 5+ years driving and leading high-impact operational initiatives and scaling complex processes, ideally in fast-paced startup environments.
• Startup Mindset: Transparent, adaptable, and comfortable operating in dynamic, rapidly changing conditions
• People-First Leadership: Approaches leadership of every project with empathy and respect; a dedicated collaborator who ensures operational outcomes prioritize the well-being of the team and the success of the customer.
• Execution & Ownership: A proven cross-functional leader who balances a 'get-it-done' spirit with refined poise; draws on extensive experience to navigate project lifecycles with intuitive foresight and a collaborative touch
• Data-Driven: Demonstrates technical aptitude with operational systems (like workforce management systems), analytics (i.e.:, Google Sheets, SQL is a strong plus), and collaborating across operations, finance, and data teams. Leveraging AI to dig into data. 
• Collaborative Influence: A "bridge-builder" who leads through influence rather than authority; demonstrates deep empathy and respect while aligning diverse stakeholders toward collective customer success.
  

Desired skills and experience:

• Ability to self-serve data with SQL queries
• Previous health care experience 
• Lean Six Sigma training a huge plus
  

Salary Range:  $110,000 - $130,000 / year

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• Employer sponsored health, dental and vision plan with low or no premium

• Generous paid time off

• $100 monthly mobile or internet stipend

• Stock options for all employees

• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles

• Parental leave program

• 401K program

• And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going — all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience.

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.