Director, Staffing Transformation & Operations

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 Advocacy (our member\-facing teams), Staffing Forecasting, Quality, Training, Project Management, Finance, Product, Engineering, IT and vendor partners to turn strategic priorities into an operating model that works in production. This is a rare opportunity to help redefine a healthcare contact center operating model at a moment when AI, service complexity, and margin expectations are reshaping how the function must scale. ### **Key Responsibilities** **Staffing Strategy \& Workforce Management** * 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. * Lead the workforce management function, including long\-term capacity planning, short\-term staffing plans, schedule design, skilling, real\-time management, and feedback loops between plan and actual performance. * Evolve the staffing model through segment\-based role design, cross\-skilling, and routing strategy to improve service delivery, efficiency, and employee experience. * Define the next phase of the staffing model in an AI\-forward environment, including how work should shift away from purely inbound, next\-available handling. **Vendor Management** * Own Member Care’s current and long term vendor strategy\- who we partner with, how and for what defined value * Proactively identify and mitigate vendor and operational risk through contingency planning, diversification, and surge or outage coverage strategies. * Define and maintain performance standards and KPIs for vendor partners (e.g., service levels, quality, MSAT, AHT, escalation rates, a