Director Workforce Capacity Planning

Become a part of our caring community and help us put health first

The Director, Workforce Capacity Planning is responsible for setting and executing Center Well’s workforce capacity strategy across Center Well Call Centers, Pharmacy operations, Primary Care Clinics, and Home Health services. This position will integrate advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision‑making. The Director, Workforce Management requires an in‑depth understanding of how organization capabilities interrelate across the function or segment.

The Director Operating as a strategic partner to Operations, Finance, Clinical Leadership, Product, and Technology, the Director provides clear, data‑driven recommendations to senior leadership, enables disciplined planning and governance, and builds scalable capabilities that support Center Well’s long‑term growth and transformation.

The Director, Workforce Management assesses organizational staffing and identifies requirements and solutions to meet workforce objectives.

The Director owns the end‑to‑end workforce capacity planning framework for Center Well. This includes developing short‑term, annual, and multi‑year capacity plans that align demand forecasts, productivity assumptions, staffing models, and financial targets across all supported lines of business. The role ensures capacity strategies are forward‑looking, scenario‑based, and aligned to evolving care models, regulatory requirements, and growth initiatives.

This leader establishes and governs enterprise forecasting methodologies, ensuring consistency, rigor, and transparency across call center, pharmacy, clinical, and home health environments. The role leads scenario planning to assess risks and tradeoffs related to volume volatility, labor availability, productivity changes, technology adoption, and policy or market shifts. Insights are translated into actionable options for executive decision‑making.

The Director partners closely with Finance to support budgeting, re‑forecasting, and long‑range planning processes. This includes headcount planning, labor cost modeling, productivity targets, and return‑on‑investment analysis. The role clearly articulates the financial and operational implications of capacity decisions and provides recommendations that balance affordability with service and access commitments.

Success in this role requires strong influence across a matrixed organization. The Director works in close partnership with Operations, Clinical Leaders, Workforce Management, HR, Product, and Technology teams to ensure capacity plans are executable and integrated with hiring, scheduling, training, and system roadmaps. The role aligns stakeholders around a single, enterprise capacity narrative and resolves competing priorities through data and structured decision frameworks.

The Director establishes a disciplined governance model for capacity planning, including standard assumptions, review cadences, escalation paths, and executive forums. The role ensures leadership has clear visibility into capacity risks, constraints, and performance, and that plans are regularly reviewed, refined, and aligned to business outcomes.

The Director builds, leads, and develops a high‑performing workforce capacity planning team. This includes defining clear roles and expectations, strengthening analytical and business acumen, and standardizing tools, models, and processes. The role fosters a culture of accountability, continuous improvement, and intellectual curiosity.

A critical component of the role is translating complex analyses into clear, concise executive communications. The Director prepares and delivers materials that enable senior leaders to quickly understand capacity drivers, risks, and options, supporting timely and informed decisions. Communication is tailored for executive, operational, and clinical audiences.