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.
Staffing Strategy & Workforce Management
Experience:
Physical Requirements:
Stamina, strength, mobility, manual dexterity, vision, hearing, environmental factors.
Ability to effectively communicate and engage with others, with accommodations available for visual or auditory impairments
Ability to handle physical tasks related to the job, with accommodations provided as needed.
Ability to respond effectively to changing situations, with accommodations available for varying response times.
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.
Cognitive Requirements:
Problem-solving, decision-making, attention to detail, critical thinking, communication skills, stress tolerance.
Facilitate communication and collaboration with clients and stakeholders.
Adaptability to different work environments, with support provided for managing workload and pace
Ability to maintain focus and attention on tasks, with accommodations available for individuals with attention-related conditions.
Ability to interact with leadership, employees, and members in an appropriate manner.
The base salary range for this full-time position is $$186,360 - $229,779 per year in the United States. This posted range reflects the portion of our internal salary band that is currently funded for new hires in this role across our standard labor markets (Zones A–C). For context, these markets include Zone A (e.g., Phoenix AZ, San Antonio TX, Columbus OH, Charlotte NC), Zone B (e.g., Chicago IL, Denver CO, San Diego CA, Houston TX), and Zone C (e.g., Los Angeles CA, Seattle WA, Washington, D.C., Boston MA). At this time, we are not budgeting for hires in higher-cost Zone D markets (e.g., San Francisco Bay Area CA, New York City NY, San Jose CA) for this role. Within this range, individual pay is determined by work location, skills, experience, and internal equity. We use structured salary bands and geographic zones based on cost of labor to keep pay fair and consistent. In addition to receiving a great compensation package, the compensation package may include, depending on the role, the following and more: Remote-first culture 401(k) savings plan through Fidelity Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance) Paid Time Off ("PTO") and Discretionary Time Off (“DTO") 12 weeks of 100% Paid Parental leave Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies. Work-From-Home reimbursement to support team collaboration home office work Your recruiter will share more about the salary range and benefits package for your role during the hiring process.
About Included Health
Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.
Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.
