Senior Manager, Resource Planning and Forecasting

Overview

Health Edge® offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge in an increasingly competitive market. We're experiencing strong market momentum, with a growing number of health plans choosing Health Edge to modernize their operations and compete more effectively. As we expand, we're investing in the people who power that growth, making this a pivotal moment to join us and shape the future of healthcare technology.

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The Senior Manager, Resource Planning & Forecasting leads a centralized Resource Planning function serving both Contact Center and Back Office operations, establishing a single planning discipline across every workforce-intensive function. This role owns the accuracy and integrity of all volume, workload and staffing forecasts, builds and mentors the resource planning team, and is a trusted advisor to senior operational, Finance and HR leaders on workforce demand and staffing risk.

• Lead and develop a centralized Resource Planning function that serves both Contact Center and Back Office operations, establishing a consistent planning discipline across all workforce-intensive functions

• Define the vision, standards and operating model for forecasting and capacity planning across the organization, ensuring methodologies are rigorous, repeatable and scalable

• Build and mentor a team of resource planning analysts, fostering a culture of analytical excellence, continuous improvement and strong cross-functional partnership

• Serve as a trusted advisor to senior operational, Finance and HR leaders on workforce demand, staffing risk and planning assumptions that inform business decisions

• Own the accuracy and integrity of all volume, workload and staffing forecasts across Contact Center and Back Office functions, setting standards for model governance and variance accountability

• Ensure forecasting models are maintained and continuously refined to reflect changes in business drivers, productivity assumptions, regulatory requirements and operational realities

• Oversee the production of short-range and long-range staffing requirement outputs, ensuring planning horizons and lead times are sufficient to drive timely hiring and operational decisions

• Drive alignment between Resource Planning outputs and downstream WFM scheduling teams, ensuring capacity plans translate effectively into executable staffing and work distribution models

• Partner closely with Finance during budget cycles to ensure headcount plans are grounded in validated demand forecasts and productivity assumptions

• Collaborate with HR and Talent Acquisition to translate staffing requirement outputs into actionable hiring timelines, ensuring workforce gaps are addressed proactively

• Engage regularly with Contact Center and Back Office operational leaders to align on planning assumptions, communicate capacity risks and build shared accountability for forecast accuracy

• Work in close partnership with the WFM Scheduling and Real-Time Monitoring teams to ensure a seamless handoff between capacity planning outputs and day-to-day scheduling execution

• Establish a consistent cadence of capacity outlook reporting for senior leadership, providing clear visibility into staffing risks, hiring needs and planning confidence levels across all functions

• Champion the use of data and analytics to drive planning decisions, identifying opportunities to improve forecast accuracy, reduce variance and strengthen the organization's planning maturity

• Lead post-mortem reviews of significant forecast variances, translating findings into…