Experience healthcare without the headaches. Included Health can help you get care for colds, bills, anxiety, and everything in between with personalized virtual care, benefits navigation, and member advocacy. Backed by Greylock.
About the role
Own the multi‑year Member Care staffing strategy across channels, roles and staffing type, ensuring alignment with company growth plans, product roadmap, and client commitments. Translate demand forecasts into clear capacity, staffing, skilling, and scheduling requirements across internal and outsourced teams.
What they're looking for
- Stamina, strength, mobility, manual dexterity, vision, hearing, environmental factors
- Prompt and regular attendance at assigned work location
- Ability to remain seated in a stationary position for prolonged periods
- Requires eye-hand coordination and manual dexterity sufficient to operate keyboard, computer and other office-related equipment
- No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., lifting a computer / laptop) may be required
- Problem-solving, decision-making, attention to detail, critical thinking, communication skills, stress tolerance
More about this role
As our Director, Staffing Transformation & Operations, you will lead a critical transformation in how Member Care scales across staffing strategy, workforce management, vendor strategy, and AI enablement.
This transformational leader will own the multi‑year staffing strategy for Member Care. You will lead the evolution of our staffing model, the intentional use of outsourced partner capacity, and the way AI, automation, and human-in-the-loop workflows improve productivity and service delivery. You will directly oversee workforce management and scheduling functions (skilling, staffing, scheduling, and real‑time management) and vendor/BPO operations, ensuring we consistently meet or exceed service level, quality, and margin goals while delivering a top-notch member and employee experience.
In your first year, you will help build a stronger, more AI-enabled staffing engine by scaling a segment-based staffing approach, improving visibility into forecasting and workforce assumptions, and driving a prioritized automation roadmap tied to service, productivity, and savings outcomes.
Reporting to the Head of Member Care Strategy & Operations, you will partner closely with Member Care...
Browse similar: Startup jobs · Remote jobs