Director, Staffing Transformation & Operations

Responsibilities

• Lead the multi-year staffing strategy for Member Care, including the evolution of staffing models and outsourced partner capacity.
• Oversee workforce management and scheduling functions, including skilling, staffing, scheduling, and real-time management.
• Manage vendor and BPO operations to ensure service level, quality, and margin goals are met.
• Drive the intentional use of AI, automation, and human-in-the-loop workflows to improve productivity and service delivery.
• Scale a segment-based staffing approach and improve visibility into forecasting and workforce assumptions.
• Partner with Advocacy, Forecasting, Quality, Training, Finance, Product, Engineering, and IT to implement strategic operating models.

Requirements

• Proven experience leading large-scale staffing transformation and operations.
• Expertise in workforce management (WFM) and vendor/BPO management.
• Experience integrating AI and automation into contact center or service delivery workflows.
• Ability to drive strategic roadmaps tied to service, productivity, and savings outcomes.
• Strong cross-functional leadership skills to partner with technical and operational teams.