Hiring: Director, Staffing Transformation & Operations Company: Included Health Location: United States Job Posted Time: 2026-09-10 13:00:44 Employment Type: Full-time / Remote Target Skills & Keywords : Phoenix, Project Management, Segment, Vendor Management About the job Experience: •10+ years of experience in staffing strategy, operating model design and/or transformation or a related operational strategy function, including at least 2 years in a people management role. •Consulting background, particularly in strategy, operations, or transformation work, is strongly preferred. •Proven experience leading cross-functional operating model or service transformation initiatives in a high-volume, multi-channel environment. Required Skills: •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 Qualifications: •A Bachelor’s degree is required. A degree in Business, Operations Research, Statistics, Industrial Engineering, Healthcare Administration, or a similar field is preferred. •Advanced degree (e.g., MBA, MHA, MS in Operations Research or Analytics) is a plus. •Demonstrated capacity to work in a fast‑paced, dynamic environment with competing priorities and tight timelines. •Interest for Included Health’s mission to raise the standard of healthcare for everyone. •Willingness to travel up to 10-20% as needed for key internal meetings, site visits, and vendor/client engagements. •Stamina, strength, mobility, manual dexterity, vision, hearing, environmental factors. •Demonstrated capacity to effectively communicate and engage with others, with accommodations available for visual or auditory impairments •Demonstrated capacity to handle physical tasks related to the job, with accommodations provided as needed. •Demonstrated capacity to respond effectively to changing situations, with accommodations available for varying response times. •Prompt and regular attendance at assigned work location. Compensation: •$186,360 - $229,779 / year •Flexible work environment (work from home / hybrid options) •Lifting a computer / laptop) may be required Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!