Manager, Workforce Management

Job Description

A bit about this role:
Within the Member Experience Operations team, the Workforce Management function is responsible for ensuring operating teams are staffed to deliver on the world-class service Devoted is known for. Our focus is on delivering on Devoted’s promise to “treat members like family” by ensuring each team has the right support each day to serve our members and patients, and on making Devoted a welcoming and sustainable place to work.

That’s where you come in. The Manager for Workforce Management will play a crucial role in building, overseeing, and optimizing workforce planning and operations. This role is a great fit for someone who is analytical, hands-on, and energized by building practical solutions in a fast-moving environment. You'll work closely with WFM and operations leadership to put workforce management systems and processes in place, and you'll be the person who makes sure they actually run well every day.

Your

Responsibilities and Impact

• Own scheduling and capacity for teams: set the approach for how staff supply is matched to member demand across teams. Make sure the right staff are in the right places to meet access and budget targets.
• Oversee daily capacity health: review supply and demand everyday. Step in to help the team respond quickly when the day doesn’t go to plan. Make decisions around how to recover from supply deficits.
• Drive daily operations in real time:
  Monitor intraday performance (i.e.: SLA attainment, AHT, shrinkage). Make real-time adjustments to ensure service levels and appointment completion targets are met.
• Maintain accurate schedules: own the processes and systems that keep schedules and calendars accurate as availability changes. That includes time off, non-clinical time, weekend coverage, and other schedule changes. Balance employee needs with coverage impact, partnering with people leaders on time-off decisions. Manage PTO approval process.
• Lead capacity planning and oversight: track staffing against plan and flag early when supply won’t support targets. Act as a key input to Operations and Finance on hiring, backfill, and budget decisions.
• Help build scalable processes: create SOPs and playbooks so processes are repeatable as we grow. Look for opportunities to improve tools, workflows, and scheduling products, and partner with product and data teams to bring them to life.
• Work cross functionally: partner with Operations, Finance, Training, and clinical leadership to align staffing with budget and care delivery needs.
• Serve as the go-to leader for workforce management questions.

Required skills and experience

• Operational
  
  Experience:
  
  3+ years in workforce management, operations, or a related analytical role, ideally in a fast-paced startup environment.
• Startup Mindset:
  Transparent, adaptable, and comfortable operating in dynamic, rapidly changing conditions.
• Systems Thinker: someone who can build out sustainable systems by which we operate
• People-First Approach:
  Approaches every project with empathy and respect; a dedicated collaborator who ensures operational outcomes prioritize the well-being of the team and the success of the customer.
• Execution & Ownership:
  Reliable end-to-end owner with a 'get-it-done' spirit; sees projects through, communicates clearly on status, and asks for help when it’s needed.
• Data-Driven:
  Comfortable with operational systems (like workforce management systems) and analytics (i.e.: strong Google Sheets skills required, SQL a strong plus). Works well with operations, finance, and data partners. Leveraging AI to dig into data.
• Collaborative:
  Builds strong working relationships across teams and communicates clearly with stakeholders at different levels.

Desired skills and experience

• Ability to self-serve data…